What finished on its own, how long anyone waited for a person, and why a reply was held.
Counts and times, never a rank. A league table built on speed is won by answering badly, so nobody on your team is scored on one. You get the share answered without a person, first response times at the median and the ninetieth percentile, the reasons replies were held, and who picked them up.
Repilay answers customers in your name, so the line between the two is the same on every channel and worth reading once.
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GDPR-aligned handling, and a deletion request page anyone can use. Conversations belong to your workspace.