Report: no reply needed
In short: This report shows how reliable aishaa’s no reply needed verdict is. You see how often aishaa gave that verdict, for what reason, how often a colleague confirmed it or replied anyway (overruled), and how the conversations concerned ended.
Where to find this
Go to Analytics > No reply needed. The page has the description How often aishaa judged that no reply was needed, per reason, and how often a person replied anyway.
Who: from the Team lead role. For accounts with several organisations, you choose with Organisation which ones are included; if you choose nothing, all organisations you have access to are included.
The No reply needed report (menu Analytics > No reply needed) with the six cards, the Verdicts over time chart and the Conversation outcomes donut.
Filters
| Filter | Meaning | Default |
|---|---|---|
| Date range | The period in which aishaa gave the verdict. Quick buttons 7d, 30d, 90d, 180d and YTD, or your own start and end date. | Last 30 days |
| Organisation | Only for accounts with more than one organisation. | All organisations you have access to |
Click Apply to load the report. This report has no choice for grouping, channel, colleague or label. aishaa chooses the time periods itself: days for a period of up to and including 45 days, weeks above that. Empty time periods remain visible, so quiet days do not disappear from the chart.
Terms in this report
Each verdict is about one incoming customer message.
| Term | Meaning |
|---|---|
| Verdicts | The number of times aishaa judged: no reply needed. |
| Overruled | A colleague replied to that message anyway, within the assessment window of 3 days and before the customer wrote again. Shown as a percentage of the verdicts, with the number alongside. |
| Handled anyway | A colleague clicked Handle anyway in the ticket. |
| Confirmed by a person | A colleague clicked Correct, nothing needed in the ticket. |
| Handled automatically | aishaa took the ticket out of the workload according to the organisation’s way of working, or set the status to Answered automatically. |
| Silent, awaiting judgement | Open tickets in which the customer has not sent anything for longer than the organisation’s silence window and which still have to be assessed by aishaa. |
| Judgement under way | Silent tickets whose assessment by aishaa has been scheduled but is not finished yet. |
The last two cards show the current situation, not that of the chosen date range.
The six cards
At the top are six cards: Verdicts, Overruled (percentage and number), Confirmed by a person (with the number Handled anyway below it), Handled automatically (with the number of times the status was set automatically below it), Silent, awaiting judgement and Judgement under way.
Charts
| Chart | What you see |
|---|---|
| Verdicts over time | Stacked bars per time period: Verdicts, Overruled and Confirmed by a person. |
| Overrule share over time | A line with the percentage overruled per time period. |
| By reason | Bars per reason aishaa gave, split into Kept (verdict stood), Overruled and Confirmed by a person. Reasons include Closing remark (a thank-you or closing remark), Delivery (the customer is only sending something in), Notification, Handled elsewhere and Unwanted. |
| By stage | Bars per moment at which aishaa gave the verdict, with the series Verdicts and Overruled: mail headers (the headers say it is an automatic email), understanding (when reading and understanding the message), composer (when writing the proposal) and Silence (during the silence assessment). |
| By channel | Bars per channel, with the series Verdicts and Overruled. |
| Conversation outcomes | A donut with four outcomes, see below. |
Conversation outcomes
| Outcome | Meaning |
|---|---|
| Confirmed resolved | The reason was Closing remark, a colleague had already replied earlier and nobody overruled the verdict. So the conversation was properly concluded. |
| Assumed resolved | A reason other than Closing remark or Delivery, not overruled, the customer did not write again and the assessment window has passed. |
| Handed to a person | A colleague overruled the verdict or clicked Handle anyway. |
| Abandoned | aishaa judged that a reply was needed after all, the ticket was then closed automatically and the customer never wrote again. |
Table per organisation
For accounts with more than one selected organisation, there is a table at the bottom showing, per organisation: the setting No reply needed (e-mail) and No reply needed (WhatsApp) (Show only, Take out of the workload or Set status automatically), Verdicts, Overruled (number and percentage), Confirmed by a person, Silence window (days), Silent, awaiting judgement and Judgement under way. The settings come from the way of working that applies to that organisation.
Good to know
- If there are no verdicts and no silent tickets in the period, it says No verdicts in this period yet.
- The assessment window for Overruled and Assumed resolved is fixed at 3 days and cannot be set.
- If loading fails, the message Failed to load analytics appears.
- A high overrule percentage means colleagues often do not trust the verdict. In that case, start with the way-of-working setting Show only and only move it up once the percentage is low. See No reply needed and silent conversations.
- There is no export of this report. See Sharing figures without an export.
- This report does not remember your filters between visits; it always opens on the last 30 days.