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':
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:
Next you'll see how satisfied your customers are based on their conversation ratings, and the number of new leads generated by the Messenger:
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.
- 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:
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
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.
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.
View different aggregations of your data
For a different view of your data, you can change the way that it’s aggregated.
Flexible aggregations are available on the Response Time, First Response Time, and Time To Close charts in the following reports:
You can change the aggregation displayed on the charts themselves, or in the summary at the top of the page. Just hover over the chart or summary you’d like to change and click the pencil icon:
Then, choose how you’d like to view your data with the drop down, and click “Save changes”:
Note: Flexible aggregations are only available on certain Intercom plans. See our plans and pricing here.
What is an aggregation?
An aggregation is how all the different values from individual conversations are combined and presented as a single number.
For example, taking the different response times from each reply in all your conversations and aggregating them to show you the ‘average’ or ‘median’ response time.
How are aggregations calculated?
- Average is the total of all values divided by the number of values. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, your average response time is all of them added together (1 + 3 + 4 + 5 + 6) divided by the number of responses (5) which equals 3.8 minutes.
- Maximum is the largest value from the time period. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, the maximum value is 6 minutes.
- Median is the middle value in all of your response times. The middle value is what separates the higher half from the lower half of your total response times. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, your median response time is 4 minutes (the middle value).
- Minimum is the smallest value from the time period. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, the minimum value is 1 minutes.
Exclude Custom Bots and Resolution Bot from your reports
If you use Custom Bots or Resolution Bot, the ‘Time to close’ and ‘First response time’ metrics in your Inbox reports will include the time spent with bots by default.
To exclude the time a conversation spends with bots from your reports, enable the dedicated bot inbox. Read this article to learn how the bot inbox works.
With the bot inbox enabled, you’ll see a new filter on the following Inbox reports:
Note: It’s only possible to exclude bot inbox time from your reports for the period since you enabled the bot inbox.