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After set Time Range, you can view Inbox volume by Time, Agent, Chat Queue, Channel, Channel Account.
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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. |
Channel
The Inbox Channel report breaks down the numbers of messages or posts from different channels within a specific time period.
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Metrics in this report include:
The number of tickets created from Email messages. | |
The number of tickets created from Facebook Messages. | |
SMS | The number of tickets created from SMS Messages. |
The number of tickets created from WhatsApp Business message. | |
The number of tickets created from Instagram. | |
Chat | The number of tickets created from Live Chat. |
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. |
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Widget | Description |
SLA First Response Rate | The percentage of the number of tickets whose first responses were sent within the SLA divided by the total number of tickets that matched this SLA policy. |
SLA Avg. First Response Time | Total time of first responses that were sent within the SLA divided by the number of tickets whose first responses were sent within the SLA. |
SLA Next Response Rate | The percentage of the number of tickets whose next responses were sent within the SLA divided by the total number of tickets that matched this SLA policy. |
SLA Avg. Next Respond Time | Total time of next responses that were sent within the SLA divided by the number of tickets whose next responses were sent within the SLA. |
SLA Resolution Rate | The percentage of the number of tickets that were resolved within the SLA divided by the total number of tickets that matched this SLA policy. |
SLA Avg. Resolution Time | Total time of resolution that were done within the SLA divided by the number of tickets which were resolved within the SLA. |
Breached Tickets | The number of tickets that breached the SLA goal. |