# Reports

You can measure the performance of your teams and agents in Inbox by looking at Inbox reports.

To find Inbox reports, go to **Customer Service** and click **Reports** in the sidebar.

<div><figure><img src="/files/34MaId8DOYCaWyAnvdnE" alt="" width="260"><figcaption><p>Go to 'Customer Service'</p></figcaption></figure> <figure><img src="/files/cN08ZtIPZrjiQPGrAuds" alt=""><figcaption><p>Click 'Reports' in the sidebar</p></figcaption></figure></div>

### Historical data tab

<div align="left"><figure><img src="/files/2RhNl7VvkguXtOuHP36x" alt="" width="563"><figcaption></figcaption></figure></div>

Examine ticket lifecycle trends over time with the **Historical data** tab. Filter historical data by time range and by team.

Data in the historical data tab includes:

* **Volume trends**: Number of tickets.<br>
* **New**: Number of new tickets that were created within the selected time frame.
* **Open**: Number of tickets that were open and pending resolution during the selected time frame.
* **Snoozed**: Number of tickets that were temporarily snoozed during the selected time frame.
* **Closed**: Number of tickets that were resolved and closed during the selected time frame.
* **Reopened**: Number of tickets that were closed but later reopened during the selected time frame.

### Overall performance tab

<figure><img src="/files/Thqd3qYMsbvii0SBEqpT" alt=""><figcaption></figcaption></figure>

Examine general performance trends over time with the **Overall performance** tab. Filter overall performance data by time range and by team.

* **Average first reply time**: The average time taken to send the first response to a new ticket.
* **Average reply time**: The average time taken to respond to a ticket.
* **Average first resolution time**: The average time taken to resolve a ticket from the time it was opened.
* **Resolution rate**: The percentage of tickets that were resolved out of the total number of tickets received.

### Team performance tab

<figure><img src="/files/fkeqEWtqQ9HqAlssfKiO" alt=""><figcaption></figcaption></figure>

Examine performance at team level with the **Team performance** tab.

* **New**: Number of new tickets received by each team.
* **Opened**: Number of tickets currently open for each team.
* **Snoozed**: Number of tickets snoozed by each team.
* **Closed**: Number of tickets closed by each team.
* **Reopened**: Number of tickets reopened for each team.
* **Average first reply time**: The average time for the first response by each team.
* **Average reply time**: The average time for each team to respond to a ticket.
* **Average resolution time**: The average time for each team to resolve tickets.
* **First contact resolution rate**: Percentage of tickets resolved on the first contact.

### Agent performance tab

<figure><img src="/files/aKehnx0WJdn7rCm2VNRF" alt=""><figcaption></figcaption></figure>

Examine performance at agent level with the **Agent performance** tab.

* **New**: Number of new tickets handled by each agent.
* **Open**: Number of tickets currently open for each agent.
* **Snoozed**: Number of tickets snoozed by each agent.
* **Closed**: Number of tickets closed by each agent.
* **Reopened**: Number of tickets reopened for each agent.
* **Average first reply time**: The average time for the first response by each agent.
* **Average reply time**: The average time for each agent to respond to a ticket.
* **Average resolution time**: The average time for each agent to resolve tickets.
* **First contact resolution rate**: Percentage of tickets resolved by each agent on the first contact.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.bird.com/applications/inbox/inbox/concepts/reports.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.