The Team inbox performance report is a one stop shop for support managers to check in on how each team inbox is performing. This report focuses on assessing how your team handles incoming issues within the team inbox to provide you with instant access to accurate metrics and insights for data driven decisions.

You'll find this report under Reports > Human support > Team inbox performance.

At the top of the report you'll see a team assigned filter, enabling quick and straightforward selection of the team inboxes you wish to evaluate. This reflects the team that was historically assigned to a conversation at the time of a particular action.

For example, "closed conversations" refers to the number of unique conversations where the selected team was assigned to the conversation at the time it was closed.

You can add additional filters on top of this to filter by other attributes, including; standard data, conversation data, people data, company data, and custom data attributes.

The team inbox responsiveness metrics enable you to more accurately gauge how swiftly a team responds to issues once they are assigned to their team inbox, excluding delays like time spent in a bot inbox or a queue.

Metrics used:

Hover over a chart and click the cog to change from "Median" to other aggregations of these metrics. This feature is only available on some plans and aggregations won't be saved upon closing the report.

The team inbox volume metrics provide you with a clear understanding of the workload for a specific inbox, tracking the number of conversations assigned, replied to, and closed. These insight aids in effective workload management and resource allocation.

Metrics used:

The overview table offers a concise summary of the key metrics for each team inbox in one consolidated view. This allows easy comparison between team inboxes, pinpointing areas that are functioning well and those that require attention.

Metrics used: