Get to know Inbox reporting

Inbox reporting allows you to get insights and statistics about your team's performance.

Types of reports

There are three types of reports:

• The overview report

• The real-time report

• The tag report

And there are metrics and filters for each report.

1. The overview report

The overview report gives you a general overview of how your team is performing and what your customer support workload looks like.

The metrics include:

• Total tickets created

• Total tickets resolved

• Average first response time (seconds)

• Average resolution time (seconds)

You can filter the metrics by:

• Time period

• Platform

• Queue

• Agent

Note: Ticket resolved count includes the tickets that were created in a previous period but have been resolved in the selected date range. It can result in a higher ticket resolve count than the ticket created count in reporting.

You can also see a heatmap of your team's busiest times, which will help you to discover when you receive the newest tickets, and adjust your team's workload accordingly.

2. The real-time report

The real-time report provides you with a snapshot of your team's current status. In this report, you can see:

• The total number of tickets in the queue

• The total number of tickets that have been assigned

• The number of agents available

• Average first response time (seconds)

• Average resolution time (seconds)

• The current availability of each of your agents (offline, busy, available)

• The current status of each of your agents (chatting, no action)

• How many active tickets each agent has

You can filter these insights by:

• Platform (WhatsApp, email, etc)

• Queue

3. The tag report

The tag report shows you which tags are the most popular in your Inbox queue, allowing you to spot trends and understand the most common reasons why customers reach out.

In the tag report, you can filter by time periods.

Note: after applying a tag to a ticket it takes around 20 seconds for the tag reporting to reflect the changes.

Filters

When working with Inbox reporting, you'll be using the following filters:

• Time period

• Platform

• Queue

• Agent

Time period

The time period filter allows you to apply a date filter to your reports. You can apply a custom date range to your reports or choose from pre-set date filters:

• Today

• Yesterday

• Last 7 days

• Last 30 days

• Last 90 days

• Last 365 days

Platform

The platform filter allows you to filter your reports by all available platforms that your customers choose to communicate with you e.g. WhatsApp.

Queue

The queue filter allows you to filter your reports by the queues.

Agent

The agent filter allows you to filter your reports by individual agents.