Use Inbox Metrics to help you set internal KPIs for your messaging activity.
The Inbox Metrics tab displays charts and graphs to help you investigate trends in your messages and team’s resolution efforts. Understand how many conversations are being managed as well as response and time to close metrics. Monitor conversation assignment metrics as well as team performance by user and location.
Inbox metrics are also available on the Reports tab.
Summary Area
Displays the total results for the selected filter(s).
| Metric | Description |
|---|---|
| All Conversations | Total of all conversations created in the selected period. View the percent change and value of the previous period. |
| Average Time to Respond | The average time it takes to respond to customer messages in the selected period. View the percent change and value of the previous period. |
| Average Time to Close | The average time it takes to close customer messages in the selected period. View the percent change and value of the previous period. |
| Response Rate | The percentage of customer's messages that have been responded to in the selected period. View the percent change and value of the previous period. |
If a message is closed and the customer replies again, the message will reopen in the original conversation and start counting time to respond and close from zero.
Conversation Totals
Understand the percentage of open, unassigned, and unresponded conversations in the selected timeframe.
Conversation Performance
Measure conversation metrics by location, team member, and source. View quantity of open, assigned, and unresponded conversations as well as the average time to respond, average time to close, and response rates.
Metrics Options
To access additional options, click the ellipses (
) in the top, right corner of exportable charts.
Options include: Download PDF, Download CSV, Schedule, or Forward. Any filters that are currently applied to the data set will persist to all options. Delivery emails include a link to view the report as well as a link to launch the report within the platform in order to interact with the data and add customizations (available to users with account credentials).
Operations that take time to process large amounts of data may invoke a pop-up window that allows you to either wait for the operation to continue as a download (must stay on the same screen) or to be notified via email with a link to the download (can move to other screens).
| Option | Description |
|---|---|
| Download PDF | Export the current data set into a PDF report. The Title Page of the report includes your account logo, name of the report, time period selected, and locations selected. |
| Download CSV | Export the current data set into a CSV format. |
| Schedule | Create a scheduled report to automatically send an email with the current data set as a PDF or CSV attachment to other users within the platform (individual or role) or email addresses outside the account. Specify a report Name, Frequency (Daily, Weekly, Monthly, Quarterly, Yearly), Format, and Message to include in the body of the email. You can edit scheduled reports from the Reports tab. |
| Forward | Send the current data set via email with a PDF or CSV attachment to other users within the platform (individual or role) or email addresses outside the account. Specify a Subject and Message to include in the body of the email. |