Use Inbox Reports to review conversation volume, response times, and activity by topic, customer, teammate, or building. Choose a report and apply filters to focus on the period and work you want to review.
Benefits of Inbox Insights
- Get an overview of Inbox traffic
- Understand trends related to buildings or topics
- Use data for training and scheduling
How to Access Inbox Insights
From the Inbox, click Inbox Reports at the bottom of the sidebar. You'll land directly on the Insights page, no extra menu to dig through.
Filtering Any Report
Use the controls at the top of the report:
- Select Date and choose the period to review.
- If needed, select a Contact Type, such as Resident.
- Use More Filters to narrow the report by Agent, Locations, or Topic.
- Select Update to apply the filters and refresh the data.
To export the current view, use the download icon. Audit exports the underlying report data.
General Insights
Conversation Overview is the default landing page, and it's split into three tabs:
- Volume shows the volume of messages you've received against the previous period, as a day-by-day bar chart. Alongside it you'll see Total Conversations, Archived, Conversations/Day, Messages Received, and Messages Sent, each compared to the prior period.
- Responsiveness shows how long it's taking your team to respond, as a line chart you can toggle between First Response Time and Response Time. Alongside it: Avg First Response Time, Avg Response Time, and Avg Replies Till Close.
- Busiest Period is a heatmap for a one-week period, days across the top and hours down the side, shaded from quietest to busiest, so you can see at a glance when messages actually come in.
Topic Breakdown shows your trending topics: a chart of messages by topic, plus a table with Total Conversations, Messages Received, Messages Sent, Avg 1st Response, Avg Response, and Avg CSAT % per topic. Click a topic name to drill into that topic specifically.
Customer Breakdown is a table of your contacts, with Total Conversations, Messages Received, Messages Sent, Related, 1st Response Time, Avg Response, and CSAT for each. Click a contact's name for their individual insights.
Campaign Breakdown covers bulk email and SMS campaigns: Messages Sent, Open Rate, Total Opens, Total Clicks, Total Bounces, and Total Unsubscribes, plus a table breaking those numbers down campaign by campaign. (See: How to Send Bulk Email/SMS.)
Team Insights
Conversations By Agent shows the total conversations each agent is currently managing and their average response times: Total Conversations, Messages Received, Messages Sent, Avg 1st Response, Avg Response, Comments, and Avg CSAT, one row per agent. Click an agent's name to get focused metrics on just them.
Buildings Insights
Conversations By Buildings shows the conversations tied to each of your buildings, with the same kind of breakdown, Total Conversations, Messages Received, Messages Sent, Avg 1st Response, Avg Response, and Avg CSAT %. Click a building's name to drill into that one specifically, or use the Buildings Group filter to look at a whole group at once.
Summary
Inbox Insights turns your day-to-day inbox activity into numbers you can actually use, whether that's spotting a slow response time, seeing which topics are trending, or checking how one building or one teammate is doing. Every report shares the same date, contact type, and filter controls, so once you know your way around one, you know your way around all of them.
Related Articles
- Setting Up the Help Desk — connect and configure the shared inboxes your team uses.