Team Performance
METRICS | DEFINITION | FREQUENCY OF UPDATES |
AVERAGE FIRST REPLY TIME | The average time it took your team to send out the first reply to a received message. | Real time |
TOTAL RECEIVED MESSAGES | The total number of messages received during the reporting period. | Real time |
ACTIONED MESSAGES | The total number of received messages with an action applied during the reporting period. Actions include mark as complete, replies, retweets, likes, and tags. | Real time |
HERE IS AN SLA SUMMARY OF YOUR RESPONSE TIMES | Total volume of received messages, actions, and the average first reply time during the reporting period. | Real time |
MOST REPLIES | This user sent the most replies during the reporting period. | Real time |
ACTION RATE | The number of total actioned messages divided by total received messages during the reporting period. | Real time |
SLOWEST FIRST REPLY TIME | The longest time a user took to reply in the reporting period. | Real time |
FASTEST AVERAGE TIME TO REPLY | The user that had the fastest replies (average) in the reporting period. | Real time |
HERE ARE YOUR REPLY STAT TOTALS | Summary of metrics in the reporting period versus the comparison period. | Real time |
HERE ARE YOUR REPLY STATS BY TEAM MEMBER | Breakdown of the slowest first reply time (minutes), average first reply time (minutes), total replies, and total actions, by user. | Real time |
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