Creating a Team inbox performance report provides a one stop shop for support managers to check in on how each team inbox is performing. It enables you to assess how your team handles incoming issues within the team inbox with instant access to accurate metrics and insights for data driven decisions.
Create a team inbox performance report
Go to Reports and create a new report, then select the Team inbox performance template to get started quickly.
Use the team inbox performance report template to see
Team assignment to first response
Team assignment to subsequent response
Team assignment to close
Conversations assigned
Conversations replied to
Closed conversations
Teammate activity
Comparison of Team inbox performance
Team metrics available in this template are also available in custom reports.
Bot inbox time is automatically excluded since these metrics only show time from when a conversation was assigned to a team inbox to the action (i.e. first response).
Understand the chart data
Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.
Customize the team inbox performance report template
The team inbox performance report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.
Team inbox performance report use cases
Monitor team inbox responsiveness
The team assignment 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:
Team assignment to first response
Team assignment to subsequent response
Team assignment to close
Manage workload and resource allocation effectively
The conversation 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:
Conversations assigned
Conversations replied to
Closed conversations
Teammate Activity
Compare team inbox performance
The Comparison of Team inbox performance chart 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:
Conversations assigned
Conversations replied to
Closed conversations
Team assignment to first response
Team assignment to subsequent response
Team assignment to close
Replies sent
Notes created
Mentions
Useful team inbox performance report filters
At the top of your report you'll see a Team 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.
Use the team assigned filter in custom report charts
In addition to the Team metrics above, there is a Team assigned attribute available on some existing Conversation metrics shown below.
Choose these existing Conversation metrics and add the Team assigned filter to measure teams volume and productivity.
Conversations assigned + Team assigned
| The amount of conversations that were historically assigned to a specific team |
Conversations participated + Team assigned
| The amount of conversation that had replies and notes created while they were assigned to a specific team |
Closed conversations + Team assigned
| The amount of conversation that were closed while they were assigned to a specific team |
Replies sent + Team assigned | The amount of replies that were sent in conversations that were assigned to a specific team |
Response time + Team assigned | The amount of time it took to respond to a customer between messages for conversations that were assigned to a specific team |
Notes created + Team assigned | The amount of notes that were created in conversations that were assigned to a specific team |
Mentions + Team assigned | The amount of mentions in conversations that were assigned to a specific team |
Example charts
Conversations assigned metric filtered by team assigned is 'Technical Support'
Conversations participated metric segmented by team assigned
Report filtered by Team currently assigned is 'Technical Support'
Note:
The Team assigned metric filter is only available in custom reports on the Advanced and Expert plan.
Team office hour data only goes back as far as the July 5, 2023.
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