Inbox reports show you how your team are performing, so you can improve the quality and efficiency of your support. 

Go to Reports, then 'Inbox reports':

You'll get six separate reports: the summary report, the new conversations report, the conversation tags report, the performance report, the leads report, and the SLAs report:

Get a snapshot of your team’s performance 

The summary report is an overview of your conversation volume, responsiveness, customer happiness and teammate performance.

The first thing you'll see here is how many conversations your team is having:

You can then check how quickly your team reply to, and resolve, conversations:

You can also review how each teammate is performing by checking the number of conversations they participated in, their median response time, and their positive conversation ratings, all in one place:

Pro tip: Filter by team inbox to see how a specific team are doing. 

Note

  • The timezone in reports is the same as your app’s timezone.  It’s displayed in the top right-hand side of the report.
  • For more in-depth insights, you can switch to other reports, like the new conversations report or the performance report

Track your conversation volume

The new conversations report gives you a detailed insight into how your new conversation volume is changing over time, so you can ensure your team is well scheduled and resourced to handle a growth in volume. 

It’s easy to identify an increase in conversation volume during busy periods and communicate it to your team:

There's more detail about this report here.

Understand the content of your conversations

The conversation tags report gives you an overview of trends in your conversation tags. You can filter it by user tag, conversation source and more, for a deeper dive into the conversations your team are having.

Help your teammates improve

The performance report lets you see how many replies your team sends, how fast they respond to your customers and resolve their issues. These metrics allow you to assess your team’s performance holistically, and are ideal for motivating them to provide positive outcomes for your customers.

Keep your customers happy

After a teammate closes a conversation, Operator asks your customer to rate it.

You'll see your overall conversation ratings for the time period you select, so you'll know how happy your customers are:

You'll also see how your customers rated each conversation with your teammates and how they felt about the conversation in the remarks column:

Pro tip: Filter the remarks by your customers' ratings to see all positive or negative remarks together.

There's more detail about this report here.

Track your lead growth

It's easy to see how your team is generating more leads through live chat, using the leads report. You can see how many leads your team create and how fast your team responds to them.

You can also check what messages are generating the most leads for your business and how many leads your team sends to Salesforce.

There's more detail about this report here.

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