Messages received

Term name Messages received
Purpose

Track volume of incoming communications. Is especially useful if the number of messages per conversation varies widely.

 

Example use case: The team is getting swamped because we are receiving 130 more messages than last week, and we need to add new teammates to help.

Definition Count of all inbound messages received over the time period of the report. 
Location & attribution
  • Overview report
    • Main metrics cards
    • Changes over time graph
  • Conversations report
    • Inboxes table - Message are counted for an inbox if they arrive in this inbox.
  • Team performance report
    • Main metrics cards
    • Teammates table - Message are counted for the assignee, or if there is no assignee, messages are counted for first teammate who replied or archived after the message arrived
    • Heatmap graph
  • Tags report
    • Tag details table - A conversation is counted for a tag if currently labeled with the tag.
  • Customer experience report
    • Customers table - A message is counted for a contact if the contact sent the message.
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