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 only for the last three months, so be sure to check it regularly to monitor trends and performance changes.
Response overview
Response rate
The response overview section measures how efficiently your team handles conversations. It highlights the response rate, which is 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.
Team’s efficiency
Average first response time
This metric shows how long it takes agents to reply to a customer’s first message. A fast response time keeps customers engaged and ensures timely assistance. This graph helps you compare performance across all your channels, so you can adjust staffing and workflows as needed.
Average closure time
This metric measures the time from a customer’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 tab provides an overview of the conversations assigned to agents and closed. This section helps track workload distribution and overall efficiency.
Conversations by team members
This section breaks down assigned and closed conversations per agent.
How to customize your view
To analyze data more effectively, click on unnecessary channels to exclude them. Strikethrough text indicates an excluded channel, helping you focus on the most relevant information for comparison.
If you need to assess individual agent performance, use the All Team Members dropdown to filter data by specific agents.
Hover over data points to reveal key details and gain deeper insights from each graph.
Use the date range selector to customize the time frame for your analysis. This helps you compare performance across different periods and identify trends more effectively.