Reporting

The Inbox reporting feature is divided into three categories, which are Inbox overview, agent performance, and team performance.

These categories provide a comprehensive view of your Inbox activity, including the overall performance, individual agent performance, and team performance.

You can use these reports to gain insights into key metrics such as response time, resolution time, and customer satisfaction, and identify areas for improvement in your customer support operations.

Overview

The Conversations reporting dashboard allows you to see and understand metrics related to all conversations in your Inbox workspace. Filter your view by selecting a month or defining a specific time. Reports are generated every time you visit the reporting tab, but you can click refresh to update them.

The conversations reporting tab allows you to see the following conversation metrics:

Number of new conversations	The total number of unique feed items that were started (both inbound or outbound) within the time period.
Number of open conversations	The total number of unique conversations that are not archived or closed at the end of the time period.
Number of archived conversations	The total number of unique conversations were archived during the time period and whose state is still archived at the end of the time period. If a conversation was archived more than once, it will only be counted as one.
Number of closed conversations	The total number of unique conversations that were closed during the time period and whose state is still closed at the end of the time period. If a conversation was closed more than once, it will only be counted as one.
Number of reopened conversations	The total number of unique conversations that were reopened during the time period and are still currently reopened at the end of the time period. If a conversation was reopened more than once, it will only be counted as one.
Average first reply time	The total average time between customers' first inbound message in a conversation and the user's first outbound message to that conversation. This metric only counts messages where the user was the first responder, automated messages are not counted.
Average reply time	The average time between each inbound customer message and the corresponding user's outbound message to that conversation.
Average time to first resolution	The average time between conversation created/opened and the first time the conversation was closed.
First contact resolution rate	The total number of unique inbound initiated conversations that were closed after one outbound conversation message divided by conversations.

Teams dashboard

The Teams dashboard allows you to see, understand, and compare metrics related to your Inbox teams’ activity. Filter your view by selecting a month or defining a specific time. Reports are generated every time you visit the reporting tab, but you can click refresh to update them.

The Teams dashboard allows you to see the following team metrics:

Number of new conversations feed items	The total number of unique feed items that were started (both inbound or outbound) within the time period.
Number of open conversations	The total number of unique conversations that are not archived or closed at the end of the time period.
Number of archived conversations	The total number of unique conversations were archived during the time period and whose state is still archived at the end of the time period. If a conversation was archived more than once, it will only be counted as one.
Number of closed conversations	The total number of unique conversations that were closed during the time period and whose state is still closed at the end of the time period. If a conversation was closed more than once, it will only be counted as one.
Number of reopened conversations	The total number of unique conversations that were reopened during the time period and are still currently reopened at the end of the time period. If a conversation was reopened more than once, it will only be counted as one.
Average first reply time	The total average time between customers' first inbound message in a conversation and the user's first outbound message to that conversation. This metric only counts messages where the user was the first responder, automated messages are not counted.
Average reply time	The average time between each inbound customer message and the corresponding user's outbound message to that conversation.
Average time to first resolution	The average time between conversation created/opened and the first time the conversation was closed.
First contact resolution rate	The total number of unique inbound initiated conversations that were closed after one outbound conversation message divided by conversations.

Agents dashboard

The Agents dashboard allows you to see, understand, and compare metrics related to your Inbox agents’ activity. Filter your view by selecting a month or defining a specific time. Reports are generated every time you visit the reporting tab, but you can click refresh to update them.

The Agents dashboard allows you to see the following agent metrics:

Number of new conversations feed items	The total number of unique feed items that were started (both inbound or outbound) within the time period.
Number of open conversations	The total number of unique conversations that are not archived or closed at the end of the time period.
Number of archived conversations	The total number of unique conversations were archived during the time period and whose state is still archived at the end of the time period. If a conversation was archived more than once, it will only be counted as one..
Number of closed conversations	The total number of unique conversations that were closed during the time period and whose state is still closed at the end of the time period. If a conversation was closed more than once, it will only be counted as one.
Number of reopened conversations	The total number of unique conversations that were reopened during the time period and are still currently reopened at the end of the time period. If a conversation was reopened more than once, it will only be counted as one.
Average first reply time	The total average time between customers' first inbound message in a conversation and the user's first outbound message to that conversation. This metric only counts messages where the user was the first responder, automated messages are not counted.
Average reply time	The average time between each inbound customer message and the corresponding user's outbound message to that conversation.
Average time to first resolution	The average time between conversation created/opened and the first time the conversation was closed.
First contact resolution rate	The total number of unique inbound initiated conversations that were closed after one outbound conversation message divided by conversations.