Analytics is an Inbox feature that provides valuable insights into your team's performance. It allows you to monitor response times, track conversation handling, and evaluate workload distribution. By analyzing these metrics, you can identify areas for improvement, optimize workflows, and enhance efficiency. This article will guide you through the available metrics and how to use them effectively.
| 💡 Analytics data is available for the last three months only. Check it regularly to monitor trends and performance changes. |
Where to find Inbox Analytics
To check your Inbox Analytics:
- Open Inbox from the sidebar.
- Click Analytics at the top of the workspace.
You can access three customizable dashboards:
Response overview
The Response overview dashboard measures how efficiently your team handles conversations. It highlights the Response rate — the percentage of answered conversations within a selected timeframe. A high Response rate means your team actively engages with contacts, ensuring fast and reliable support.
Click the channel’s name under the dashboard to exclude it from the view. Strikethrough text indicates an excluded channel.
Team’s efficiency
Average first response time
This metric shows how long it takes agents to reply to a contact's first message. A fast response time keeps contacts engaged and ensures timely assistance. Use this graph to compare performance across all your channels and adjust staffing and workflows as needed.
Open the All Team Members dropdown to filter data by specific agents.
Average closure time
This metric measures the time from a contact's first message to when the conversation is closed. A shorter closure time means faster issue resolution, while longer times may indicate areas for improvement.
Total conversations
Total conversations
The Total Conversations dashboard provides an overview of conversations assigned to agents and closed. Use this section to track workload distribution and overall efficiency.
Conversations by team members
This section breaks down assigned and closed conversations per agent.
Customize your view
To analyze data more effectively, use these options:
- Hover over data points to reveal key details from each graph.
- Use the date range selector to adjust the timeframe for your analysis and compare performance across different periods.