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Inbox performance report
Effective inbox management is crucial to maintaining high levels of customer satisfaction and ensuring quick responses to queries. The metrics provided in the inbox performance report shed light on key aspects of the team's workflow, from first response times to conversation reassignment and the use of labels.
To view the report for a given time period, there is a filter at the top that applies to all metrics. This filter allows the selection of several default periods and the option to customise a specific date range.
The report contains the following metrics:
- Avg. time to first assignment: Time elapsed from the first customer message in a conversation until it is assigned to an agent (before the first agent response).
- Avg. time to first reply: Time elapsed from the first customer message in a conversation until it is responded to by an agent.
- Avg. time to first close: The time elapsed between the start of a conversation and when it is closed for the first time.
- Avg. time from assignment to first reply: The time from when the conversation is assigned to an agent until the first message is sent by the agent.
- Avg. time from assignment to first close: The time from when the conversation is assigned to an agent until it is closed for the first time.
- Closed conversations: Number of unique conversations closed. If a conversation has been closed more than once, it shall only be counted as one.
- Conversations replied to: Number of conversations that have been answered by an agent. If the conversation is created and then the agent replies, it will be counted as a replied conversation.
- Reassigned conversations: Number of conversations reassigned after the first reply from a colleague.
- Notes sent: Number of private notes that were sent in all conversations.
- Labeled conversations: Number of unique conversations labeled during the selected time period. If a conversation has been labeled more than once it will count as one conversation.
- Labels applied in conversations: Total number of labels applied in conversations during the selected time period.
- Conversations by label: The graph shows all labels that have been used in conversations during the selected time period.
Measure agent effectiveness
The time to first assignment of a conversation corresponds to the time from when the conversation is opened to when 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.
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 response measures the time from the start of the conversation until an agent sends a message. This metric excludes chat auto-replies.
Speed of first response is a key point in alleviating customer frustrations. To achieve this you must have the right number of agents in your team and an efficient allocation method.
Speed of first response is a key point in alleviating customer frustrations. To achieve this you must have the right number of agents in your team and an efficient allocation method.
If the time to first assignment is low, but the time to first response is high, this could suggest that conversations are being assigned to agents who are too busy to respond immediately - the workload is high.
Measure speed of conversation resolution
The average time to first conversation closure is the time from when a conversation is initiated until an agent closes it for the first time. This metric is calculated based on the established office hours.
The average time to first close value is an accurate measure of how much time agents spend on conversations. The lower it is, the more efficient the team and workflow is.
The average time to first close value is an accurate measure of how much time agents spend on conversations. The lower it is, the more efficient the team and workflow is.
Analyse conversation assignment
A reassigned conversation is a conversation that has been assigned to one agent and after the first response is assigned to a different agent.
The aim of the workflow is to ensure that conversations have as few assignments as possible, i.e. that they are closed by the first agent assigned. 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.
The aim of the workflow is to ensure that conversations have as few assignments as possible, i.e. that they are closed by the first agent assigned. 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.
For sales-focused businesses, in this case the number of conversations reassigned or transferred to another team to close a sale may be positive the higher it is.
Analyse use of labels in conversations
Conversations can have one, several or no labels assigned to them. This functionality can be used for different purposes, such as sorting conversations by topic.
The labeled conversations metric shows the total value of conversations that have been labeled. If more than one label is added to a conversation, it is counted only once.
The conversations by label graph represents the distribution of labels used in the selected time period. Each label is represented in a bar with the assigned colour and at the bottom the name appears in the legend. Next to the graph is the total value of labels applied in conversations, which would be the equivalent of adding up all the bars.
The labeled conversations metric shows the total value of conversations that have been labeled. If more than one label is added to a conversation, it is counted only once.
The conversations by label graph represents the distribution of labels used in the selected time period. Each label is represented in a bar with the assigned colour and at the bottom the name appears in the legend. Next to the graph is the total value of labels applied in conversations, which would be the equivalent of adding up all the bars.
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