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To view the report for a specific time period, there is a filter at the top that applies to all metrics. This filter allows you to choose from several default time periods, as well as the option to customize a specific date range.
Inbox performance report
Effective inbox management is crucial to maintaining high levels of customer satisfaction and ensuring timely responses to enquiries. The metrics provided in the inbox performance report shed light on key aspects of the team's workflow, from first reply times to conversation reassignment and use of labels.
To view the report for a specific time period, there is a filter at the top that applies to all metrics. This filter allows you to choose from several default time periods, as well as the option to customize a specific date range.
The report contains the following metrics:
- Average time to first assignment: The time from a conversation’s first message to when it is assigned to a teammate (before the first teammate reply).
- Average time to first reply: The time from a conversation’s first message to when it is replied by a teammate (after being assigned).
- Average time to first close: The time elapsed between the start of a conversation and when it gets closed for the first time. When the 'within office hours' checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations.
- Reassigned conversations: Number of conversations reassigned after the first teammate reply.
- Conversations replied to: Number of conversations that got a replied by an agent. If the conversation is created and then the agent replies, it will count as one conversation replied.
- Closed conversations: The number of unique conversations closed. If a conversation was closed more than once, it will only be counted as one.
- Notes sent: Number of notes that got sent in all the conversations.
- Labelled conversations: Number of unique conversations tagged during the selected period of time. If a conversation has been tagged more than once it will count as one conversation.
- Conversations by label: The graph displays all tags that are being currently used within all the conversations of the workspace.
Measure team effectiveness
The time to first assignment of a conversation corresponds to the time that elapses from when the conversation is opened until it is assigned to an agent (manual or automatic) before the agent responds.
If the time to first assignment is high, it means that the assignment method you are using is not effective. You can create or edit the conversation assignment rules from the settings.
The time to first assignment of a conversation corresponds to the time that elapses from when the conversation is opened until it is assigned to an agent (manual or automatic) before the agent responds.
If the time to first assignment is high, it means that the assignment method you are using is not effective. You can create or edit the conversation assignment rules from the settings.
Time to first reply measures the time from the start of a conversation until an assigned agent sends a message. This metric excludes automated (bot) responses.
Speed of first response is key to reducing customer frustration. To achieve this, you need to have the right number of agents on your team and an efficient assignment method.
Speed of first response is key to reducing customer frustration. To achieve this, you need to have the right number of agents on your team and an efficient assignment method.
If the time to first assignment is low but the time to first response is high, this could indicate that conversations are being assigned to agents who are too busy to respond immediately: workload is high.
Measure speed of conversation resolution
Average time to first conversation close is the time from when a conversation is initiated to when an agent first closes it. This metric is calculated based on established business hours.
The average time to first close is an accurate way of knowing how much time agents are spending on conversations. The lower it is, the more efficient the team and the workflow.
Average time to first conversation close is the time from when a conversation is initiated to when an agent first closes it. This metric is calculated based on established business hours.
The average time to first close is an accurate way of knowing how much time agents are spending on conversations. The lower it is, the more efficient the team and the workflow.
Analyze conversation assignment
A reassigned conversation is a conversation that has been assigned to an agent and after the first response is assigned to a different agent.
The objective pursued in the workflow is that conversations have the least number of assignments, i.e., that they are closed by the first assigned agent. In this way, conversation resolution times are shorter.
If the metric of reassigned conversations is high, it may mean that the assignment method (of the selected period) is not correct, as the conversations are not assigned to the right agent.
A reassigned conversation is a conversation that has been assigned to an agent and after the first response is assigned to a different agent.
The objective pursued in the workflow is that conversations have the least number of assignments, i.e., that they are closed by the first assigned agent. In this way, conversation resolution times are shorter.
If the metric of reassigned conversations is high, it may mean that the assignment method (of the selected period) is not correct, as the conversations are not assigned to the right agent.
Analyze the use of labels in conversations
Conversations can have one, multiple, or no tags assigned to them. This functionality can be used for various purposes, such as sorting conversations by topic.
The labelled conversations metric shows the total value of conversations that have been tagged. If more than one tag is added to a conversation, it is counted only once.
The conversations by label graph shows the distribution of labels used in the selected time period. Each tag is displayed in a bar with its assigned color, and its name appears in the legend at the bottom.
Conversations can have one, multiple, or no tags assigned to them. This functionality can be used for various purposes, such as sorting conversations by topic.
The labelled conversations metric shows the total value of conversations that have been tagged. If more than one tag is added to a conversation, it is counted only once.
The conversations by label graph shows the distribution of labels used in the selected time period. Each tag is displayed in a bar with its assigned color, and its name appears in the legend at the bottom.
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