Optimizer Metrics Definitions
- Average First Reply Time (FTTR): The average time it takes to send the first reply in a conversation.
- Average Overall Reply Time (TTR): The average time it takes to send any reply in a conversation.
- Average Time to Close (TTC): The average time it takes to close a conversation after it was started.
- Email Response Rate (ERR): The percentage of conversations that receive at least one reply.
- Inquiries Resolved (IR): The number of inquiries resolved by marking a conversation as closed compared to those still needing resolution.
- Inquiries Resolved Within Target (IRT): The percentage of inquiries resolved within the target time compared to the total resolved inquiries.
- First Contact Resolution Rate (FCRR): The percentage of inquiries resolved within the first contact compared to the total resolved inquiries.
- Closed Conversations (CC): The total number of closed conversations.
- Conversations Awaiting Your Response (CAR): The total number of conversations awaiting a reply from you or your colleagues.
- Conversations Sent Internally (CSI): The total number of conversations sent internally.
- Inbound Conversations (IC): The total number of inbound conversations.
- Outbound Conversations (OC): The total number of outbound conversations.