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The Inbox dashboard informs you of the status of all tickets generated from your Inbox channels and your agent’s performance. The dashboard is broken down into two parts: Real-Time report, Volume report. |
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Real-Time
CloudCX provides robust reports which focus on the data and metrics that matter most to your chat quality, agent performance, visitor satisfaction, Bot performance, and Inbox performance so that you can make informed decisions for improvement. |
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Inbox Dashboard
Inbox Dashboard shows real-time Inbox all ticket handling status and agent performance. This report keeps you informed in real-time of all conversations generated from your Inbox channels.
This report is further broken down into two parts: Real Time and Replied & Resolved Tickets of Site.
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Real Time
This section is a real-time dashboard displaying the current number of ticket for each handling status.
Metrics in this report section include:
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Widget
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Unassigned Tickets | The |
number of unresolved tickets that |
do not have any agent assignee or chat queue assignee at this time. | |
Open Tickets | The number of tickets |
whose status is New, Pending Internal, Pending External |
or On |
Hold at this time. | |
New tickets | The number of tickets |
whose status is New. | |
Pending Internal Tickets | The number of tickets |
whose status is Pending Internal. | |
Pending External Tickets | The number of tickets |
whose status is Pending External. | |
On-Hold Tickets | The number of tickets |
whose status is On Hold. | |
Urgent Tickets | The number of tickets |
whose priority is Urgent |
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High Priority Tickets | The number of tickets |
whose priority is High |
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Volume
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Replied & Resolved Tickets of Site
This section shows how many tickets occurred on your site within a specific time period(last 7 days).
Metrics in this report include:
Widget
Description
Replied Tickets | The number of tickets replied within a defined time period. |
Resolved Tickets | The number of tickets resolved within a defined time period. |
Actions
Refresh: If you want to refresh the Inbox Replied & Resolved Tickets of Site report right now, you can click on the “Refresh” icon to manually refresh the Inbox Replied & Resolved Tickets of Site report.
Replied: You can click
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on “Replied” button to display or not display the Replied ticket volume.
Resolved: You can click on “Resolved” button to display or not display the Resolved ticket volume.
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For more reports about Inbox, you can find more details about Inbox Reports7.2.2 Inbox.