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.
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.
Metrics in this report include:
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. |
Volume
The Inbox Volume report shows how many tickets occurred on your site within a specific time period(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. |
You can click Replied, Resolved icon to show the volume.
