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With Inbox reporting, you can easily check the status of all tickets generated from your Inbox channels and review your agent’s and queue’s performances. Keep tabs on ticket volume, resolution history, service level agreement breaches, and more to make sure that you’re meeting your customers’ expectations. |
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Real Time
The Real-Time report gives an at-a-glance view of all ticket handling status and agent performance. This report keeps you informed in real-time of all conversations generated from your Inbox channels.
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Widget | Description |
Unassigned Tickets | The total number of tickets that haven’t been assigned to any queues or agents. |
Open Tickets | The number of tickets with statuses of New, Pending Internal, Pending External, or On-Hold. |
New tickets | The number of tickets that haven’t been replied to yet. |
Pending Internal Tickets | The number of tickets that require an internal party’s action. |
Pending External Tickets | The number of tickets that are waiting for an external party to reply. |
On Hold Tickets | The number of tickets that agents plan not to reply to right now and mark these tickets' status as On Hold for further check. |
Urgent Tickets | The number of tickets with Urgent priority. |
High Priority Tickets | The number of tickets with High priority. |
Created Tickets | The number of tickets created. |
Resolved Tickets | The number of tickets resolved. |
Replied Tickets | The number of tickets replied. |
Volume(Inbox)
The Inbox Volume report shows how many tickets occurred on your site within a specific time period.
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Widget | Description |
Open Tickets | The number of tickets with statuses of New, Pending Internal, Pending External, or On-Hold. |
Created Tickets | The number of tickets created within the defined time period. |
Replied Tickets | The number of tickets replied within a defined time period. |
Transferred Tickets | The number of tickets transferred within a defined time period. |
Resolved Tickets | The number of tickets resolved within a defined time period. |
Visitor Messages | The number of messages received from visitors in all tickets. |
Agent Messages | The number of messages sent by agents in all tickets. |
Efficiency
The Inbox Efficiency report shows the agent’s average response time, average first response time, and the average time to close a ticket.
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Widget | Description |
Total Agent Response Time | The total amount of time it takes for all agents to respond to tickets. |
Avg. Agent Response Time | The average amount of time it takes for an agent to respond to a ticket. |
Avg.Ticket Time | The average amount of time it takes an agent to resolve a ticket. |
Min.Response Time | The min amount of time it takes for an agent to respond to a ticket. |
Max.Response Time | The max amount of time it takes for an agent to respond to a ticket. |
SLA Policies
The Inbox SLA Policies report shows the agent’s SLA policies details by Agent, Chat Queue, and SLA policy.
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