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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.
The metrics that appear in the general inbox report are as follows:
The average customer rating of the service provided is measured with CSAT surveys. You can configure the automatic sending of the satisfaction survey when a conversation is closed. In this way, the customer evaluates the attention received by the assigned agent.
To calculate the level of service satisfaction, the values of all answered surveys are added by the total number of answered surveys per 100. A value above 50% is positive and below negative.
Inbox overview report
The inbox overview serves as a window into the efficiency and effectiveness of communication management. From tracking new conversations to measuring customer satisfaction, each metric offers a unique insight into how your team interacts with customers and addresses their needs.
This report provides insight into team performance and workload, the most trafficked channels, and customer satisfaction with the service.
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 metrics that appear in the general inbox report are as follows:
- New conversations: The total number of new conversations started. Reopened conversations will count on reopened conversations.
- Reopened conversations: The number of unique conversations that were reopened. If a conversation was reopened more than once, it will only be counted as one.
- Closed conversations: The number of unique conversations closed. If a conversation was closed more than once, it will only be counted as one.
- Conversations replied to: Conversations where a teammate replied (can include conversations started before your chosen dates).
- Replies sent: The total number of replies sent. A message is considered a reply when it is preceded by a client’s message.
- CSAT(Customer Satisfaction): The percentage of positively rated conversations out of all the conversations rated. It only includes the conversations that got rated during the selected date range.
- New conversations by channel: The total number of new conversations started divided by channel. Reopened conversations will count as new conversations.
What channels are new conversations coming from?
The new conversations by channel graph shows the distribution of new conversations across the channels active in your workspace. Possible channels to communicate with customers:
- Web chat
- Voice calls
- SMS
You can download a detailed report of the metric from the options menu:
- Download screenshot to share the graph visually.
- Download the data of the new conversations in a CSV file: date, contact, agent, company, status, channel...
Analyse the reply rate of conversations
One way to analyze what is happening in the team with conversations is to compare the metric of new conversations to the metric of answered conversations.
If the number of answered conversations is lower than the number of new conversations, it means that there is a backlog of conversations in the team. In the opposite case, it can mean that agents are spending more time on old (from another time period) or reopened conversations.
If the number of answered conversations is lower than the number of new conversations, it means that there is a backlog of conversations in the team. In the opposite case, it can mean that agents are spending more time on old (from another time period) or reopened conversations.
Measure team effectiveness
To gain insight into team effectiveness, you can compare the metrics of closed and reopened conversations. This provides a quick overview of how the team is resolving conversations.
Team effectiveness is positive if there are more closed conversations than reopened conversations, and negative if there are more reopened conversations than closed conversations.
Team effectiveness is positive if there are more closed conversations than reopened conversations, and negative if there are more reopened conversations than closed conversations.
Measure team workload
To know the workload of the team, the sent responses metric is used. This metric shows how many replies have been sent on the selected date. It also shows the comparison value (absolute and relative) with the same period before the selected one. For example: the last 7 days compared to the previous 7 days.
The workload has increased if the comparison value is higher than the previous period. You can see the evolution of this metric by varying the date selected in the filter.
To know the workload of the team, the sent responses metric is used. This metric shows how many replies have been sent on the selected date. It also shows the comparison value (absolute and relative) with the same period before the selected one. For example: the last 7 days compared to the previous 7 days.
The workload has increased if the comparison value is higher than the previous period. You can see the evolution of this metric by varying the date selected in the filter.
Measure customer satisfaction
The average customer rating of the service provided is measured with CSAT surveys. You can configure the automatic sending of the satisfaction survey when a conversation is closed. In this way, the customer evaluates the attention received by the assigned agent.
To calculate the level of service satisfaction, the values of all answered surveys are added by the total number of answered surveys per 100. A value above 50% is positive and below negative.
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