7.2.2 Inbox
- SUPPORT
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.
Popular Inbox reports include:
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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You can view Website, Chat Queue, Agent Real Time Reports.
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.
After set Time Range, you can view Inbox volume by Time, Agent, Chat Queue, Channel, Channel Account.
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.
Metrics in this report include:
Email | The number of tickets created from Email messages. |
The number of tickets created from Facebook Messages. | |
SMSÂ | The number of tickets created from SMS Messages. |
WhatsApp | 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.
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.
Metrics in this report include:
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. |