Inbox
A deep dive into the metrics behind your conversations
Overview
Quickly understand your team's workload and identify trends
Key Metrics
- Conversations and resolutions per day
- Total number of customers helped
- Trend insights with the tags reports
- Team leaderboard
Overview
See what your team is doing great and where they could use some help
Key Metrics
- First reply resolution rate
- Average first response time
- Average resolution time
- Average replies to resolution
Overview
A deep dive into customer sentiment
Key Metrics
- Overall happiness score
- % of customers that left a rating
- See what conversations generated positive, neutral, and negative ratings
Overview
A high-level look at agent and team performance
Key Metrics
- Sortable team leaderboard
- Total conversations
- Total resolutions
- Happiness rate
