Inbox analytics
Go to Engage → Inbox → Analytics (or link from the inbox sidebar) to see team performance metrics.
Key metrics
| Metric | Description |
|---|---|
| First response time | Median time from customer message to first agent reply |
| Resolution time | Median time from first message to conversation marked “Resolved” |
| Open conversations | Currently unresolved conversations |
| Resolution rate | % of conversations resolved within the period |
| Customer satisfaction | If post-conversation CSAT surveys are enabled |
Team performance
A per-member breakdown showing:
- Conversations handled
- Average first response time
- Average resolution time
- CSAT score (if surveys enabled)
Channel breakdown
Conversations by channel (WhatsApp, Email, SMS) with volume and response time comparisons. Helps identify which channels need more staffing.
Trends
Time-series charts showing daily/weekly conversation volume, response times, and resolution rates. Spot seasonal patterns or campaign-driven spikes.
What’s next
- Unified inbox — manage conversations
- Analytics overview — workspace-level metrics