See all your analysis of existing conversations of different metrics in the Reports section. You can also filter and download reports.
Overview page is a live view. It shows below live metrics.
Open conversations shows 3 types of metric in account level.
Open - Total number of open conversations in the account.
Unattended - Total number of unattended conversations in the account.(Unattended Conversations means Conversations that do not have a first reply message.)
Unassigned - Total number of unassigned conversations in the account.(Unassigned Conversations
Conversations that do not have an assigned agent.)
Reports of the conversations which has happened over time, can be viewed in the Reports Section. Click on Reports icon on home page.
Report can be generated for various durations. This can be done by selecting the time period in the drop-down list as shown. By default, it is for the last 7 days. Report can be grouped using the group by filter mapping given below.
|Date Range||Group By|
|Last 7 days||Day|
|Last 30 days||Day, Week|
|Last 3 months||Day, Week, Month|
|Last 6 months||Day, Week, Month|
|Last year||Day, Week, Month|
|Custom date range||Day, Week, Month, Year|
Click on the following tabs in Reports. The graph will show the corresponding datas. On pointing the mouse to a particular graph of the day, the data in that particular day can be found out.
Details of performance of Agents can be done by clicking the Download agent Reports button given on the right hand top side of the page. The report will be downloaded in csv format. Example given below.
Business hours are used to configure the availabilty of channel. If Business hours are configured, report data would be calculated based on the business hours.
Go to Inbox Settings. Choose Business Hours tab and update the availabilty.
Toggle Business Hours (on the right top of the interface)to see report based on business hours. Business hours is supported for Conversation, Agent, Inbox, Label and Team Reports.
The trend shows the percentage of increase in the metric data. It is displayed on the right side of each metric in the report. Calculation of trend in given below.
Trend is supported for Conversation, Agent, Inbox, Label and Team Reports.
All the Customer Satisfaction surveys which have been collected from the customers during the end of the conversation can be seen here.
Click on 'Reports' icon on Inbox Dashboard Home Screen.
CSAT can be filtered using agent name. Multiple agents can be selected from the dropdown.
You can also filter and download reports by agent, labels, inbox, or team. Find them on the reports icon in the sidebar.
Hooray! Now you have already gone through the whole procedure, you can go to the Inbox foundations for more features.
Updated 8 months ago