Get clear, consistent insights with our Inbox report enhancements 📊📈

We’ve improved how we calculate some of your key metrics for Inbox reports, so you can instantly see how your team is performing and identify areas for improvement. This update impacts the following metrics and reports:

• Median first time response will now measure the median time for a teammate’s first reply to a customer through inbound conversation, manual message or auto-message. This provides a more holistic view to your team’s efficiency.

• Across all reports, lead creation will now focus on new leads added via the Messenger only. Conversations started on Help Center articles will no longer be included. This lets you better understand the direct impact your team has on generating leads through the Messenger.

• Removing a teammate will no longer impact total conversations participated in on the Performance report, when you filter by ‘all teammates.’ This fixes a bug that caused different stats to show on the Summary and Performance reports.

• The heatmap for new conversations will now be a sum of all new inbound conversations, rather than average. This makes the calculation consistent with the conversations heatmap displayed on the Performance report.

To ensure a smooth transition, you will be able to view both the new and old reports until January 31, 2019. After that date, the old reports will be deprecated.