# Inbox Overview Sum Report

**Inbox Overview Sum** – report that displays an inbox's key performance indicators by a selected interval.

## Filters

**General report filters** - allow you to select 1 or more possible values of a parameter from a list:

* **Interval** - filter by interval
* **Date/Time** - filter by time
* **Select Inboxes** – filter by inboxes

## Metrics

List of metrics available for display in the report:

<table><thead><tr><th width="299">Metric</th><th>Description</th></tr></thead><tbody><tr><td>Date/Time</td><td>The start date and time of an interval</td></tr><tr><td>Inbox</td><td>An inbox name</td></tr><tr><td>Inbox ID</td><td>An inbox ID</td></tr><tr><td>Assigned</td><td>The number of dialogs received in an inbox</td></tr><tr><td>Assigned agent</td><td>The number of dialogs assigned at least once per agent within an inbox</td></tr><tr><td>Assigned team</td><td>The number of dialogs assigned at least once per team within an inbox</td></tr><tr><td>Answered</td><td>Number of dialogs accepted by the agent within an inbox</td></tr><tr><td>Answered time</td><td><p>The total speed of dialog acceptance by the agent from the moment of assignment to the team for all inbox dialogs. </p><p>This indicator shows how long the customer waits in the queue until the agent accepts the dialog.</p></td></tr><tr><td>Avg Answered time</td><td><p>The average speed of dialog acceptance by an agent from the moment of assignment to a team within an inbox.</p><p>This indicator shows how long the customer waits in the queue until the agent accepts the dialog</p></td></tr><tr><td>Handled</td><td>The number of dialogs processed by the agent within a given inbox </td></tr><tr><td>Abandoned</td><td>Number of completed dialogs in the queue within an inbox (in other words, how many customers completed the dialog in the queue without waiting for the agent to accept the dialog)</td></tr><tr><td>Short abandoned</td><td><p>The number of short completed dialogs in the queue within an inbox. </p><p>A short completed dialog in the queue is one that has been waiting in the queue for no more than the time set in the <a href="../../../settings/account-settings#reporting">Reporting settings</a>.</p><p>This indicator is used in the calculation of SL and usually such dialogs are not taken into account. </p><p>For example, if a customer completes a dialog within 10 seconds of entering the queue, it does not affect the SL indicator.</p></td></tr><tr><td>Abandoned time</td><td>The total duration from the moment of assignment to the team to the moment the client completes the dialog in the queue, without waiting for the agent to accept it for all inbox dialogs</td></tr><tr><td>Avg Abandoned time</td><td>The average duration from the moment of assignment to a team to the moment the client ends the dialog in the queue within an inbox, without waiting for the agent to accept</td></tr><tr><td>Not responded</td><td>Number of times an agent did not accept or reject a dialog by inbox dialogs</td></tr><tr><td>Transferred</td><td>Number of times the agent transferred the dialog to another agent/teqm within an inbox</td></tr><tr><td>Outbound</td><td>Number of dialogs initiated by the agent within  an inbox</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">First responsed</a></td><td><p>The number of dialogs in which the first response to a customer's inquires was from an agent.</p><p>The indicator is calculated only for incoming dialogs (i.e., if the dialog was initiated by an agent, the indicator will be empty).</p></td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Responsed</a></td><td>The number of dialogs in which an agent participated - wrote at least 1 message in a dialog</td></tr><tr><td>Resolved</td><td>The number of dialogs that were resolved</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">First response time</a></td><td><p>The sum of an agent's first response speed to inbox dialogs.</p><p>The first response speed of an agent is calculated as the time between the assignment of a dialog to an agent and the agent's first response. </p><p>The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty).</p></td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg first response time</a></td><td><p>The average speed of an agent's first response to inbox dialogs.</p><p>The first response speed of an agent is calculated as the time between the assignment of a dialog to an agent and the agent's first response. </p><p>The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty).</p></td></tr><tr><td>First response time from dialog start</td><td><p>The total speed of the first operator response from the beginning of the dialog to inbox dialogs.</p><p>The speed of the first agent response from the beginning of the dialog is calculated as the time from the beginning of the dialog to the first agent response. </p><p>The indicator is calculated only for incoming dialogs (i.e., if the initiator of the dialog was an agent or bot, the indicator will be empty).</p></td></tr><tr><td>Avg first response time from dialog start</td><td><p>The average speed of the first operator response from the start of the dialog to inbox dialogs.</p><p>The speed of the first agent response from the beginning of the dialog is calculated as the time from the beginning of the dialog to the first agent response. </p><p>The indicator is calculated only for incoming dialogs (i.e., if the initiator of the dialog was an agent or bot, the indicator will be empty).</p></td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Response time</a></td><td><p>The sum of an agent's response speed to inbox dialogs.</p><p>The agent response speed is calculated as the time between pairs of agent-client messages.</p></td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg response time</a></td><td><p>The average speed of an agent's response on inbox dialogs.</p><p>The agent response speed is calculated as the time between pairs of agent-client messages.</p><p>The average speed is calculated as the sum of the time for each pair of agent-client messages divided by the number of such pairs.</p></td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Response num</a></td><td>The total amount of  "customer message-agent response" pairs for inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg response num</a></td><td>The average number of "customer message-agent response" pairs per dialog</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Incoming messages</a></td><td>The total number of incoming messages from a customer on inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg incoming messages</a></td><td>The average number of incoming messages from a customer per dialog by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Incoming messages to agent</a></td><td>The total number of incoming messages from the client when the agent was assigned to a conversation on the inbox dialog</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg incoming messages to agent</a></td><td>The average number of incoming messages from a customer per 1 dialog, when an agent was assigned to a conversation on inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Outgoing messages</a></td><td>The total number of outgoing messages from  an agent and a bot per 1 dialog by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg outgoing messages</a></td><td>The average number of outgoing messages from an agent and a bot per 1 dialog by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Outgoing messages agent</a></td><td>The total number of outgoing messages from the operator on inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg outgoing messages agent</a></td><td>The average number of outgoing messages from the operator per 1 dialog by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Outgoing messages bot</a></td><td>The total number of outgoing messages from a bot in inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg outgoing messages bot</a></td><td>The average number of outgoing messages from a bot per 1 dialog by inbox dialogs</td></tr><tr><td>Dialog duration</td><td>The total duration of dialogs by inbox dialogs</td></tr><tr><td>Avg dialog duration</td><td>The average duration of a dialog by inbox dialogs</td></tr><tr><td>Dialog duration on agent</td><td>The total duration of dialogs for inbox dialogs when an agent was assigned to a conversation</td></tr><tr><td>Avg dialog duration on agent</td><td>The average duration of a dialog when an agent was assigned to a conversation</td></tr><tr><td>Dialog duration on team</td><td>The total duration of dialogs for inbox dialogs when a team was assigned to a conversation</td></tr><tr><td>Avg dialog duration on team</td><td>The average duration of a dialog when a team was assigned to a conversation</td></tr><tr><td>Pending time</td><td>Total duration of dialogs in pending status by inbox dialogs</td></tr><tr><td>Avg Pending time</td><td>Average duration of dialogs in pending status by inbox dialogs</td></tr><tr><td>Pending #</td><td>The number of dialogs that have ever been switched to pending status for inbox dialogs</td></tr><tr><td>Snoozed time</td><td>Total duration of dialogs in snoozed status by inbox dialogs</td></tr><tr><td>Avg Snoozed time</td><td>Average duration of dialogs in snoozed status by inbox dialogs</td></tr><tr><td>Snoozed #</td><td>Number of dialogs in snoozed status by inbox dialogs</td></tr><tr><td>OnInbox time</td><td>Total duration of dialogs in oninbox status by inbox dialogs</td></tr><tr><td>Avg OnInbox time</td><td>Average duration of dialogs in oninbox status by inbox dialogs</td></tr><tr><td>OnInbox #</td><td>Number of dialogs in oninbox status by inbox dialogs</td></tr><tr><td>OnTeam time</td><td>Total duration of dialogs in onTeam status by inbox dialogs</td></tr><tr><td>Avg OnTeam time</td><td>Average duration of dialogs in onTeam status by inbox dialogs</td></tr><tr><td>OnTeam #</td><td>Number of dialogs in onTeam status by inbox dialogs</td></tr><tr><td>InQueue time</td><td>Total duration of dialogs in sub-status in the inqueue by inbox dialogs</td></tr><tr><td>Avg InQueue time</td><td>Average duration of dialogs in sub-status in the inqueue by inbox dialogs</td></tr><tr><td>InQueue #</td><td>Number of dialogs in sub-status in the inqueue by inbox dialogs</td></tr><tr><td>Interacting time</td><td>Total duration of dialogs in sub-status in the interacting by inbox dialogs</td></tr><tr><td>Avg Interacting time</td><td>Average duration of dialogs in sub-status in the interacting by inbox dialogs</td></tr><tr><td>Interacting #</td><td>Number of dialogs in sub-status in the interacting by inbox dialogs</td></tr><tr><td>Alerting time</td><td>Total duration of dialogs in sub-status alerting by inbox dialogs</td></tr><tr><td>Avg Alerting time</td><td>Average duration of dialogs in sub-status alerting by inbox dialogs</td></tr><tr><td>Alerting #</td><td>Number of dialogs in sub-status alerting by inbox dialogs</td></tr><tr><td>Acw time</td><td>Total duration of dialogs in sub-status acw by inbox dialogs</td></tr><tr><td>Avg Acw time</td><td>Average duration of dialogs in sub-status acw by inbox dialogs</td></tr><tr><td>Acw #</td><td>Number of dialogs  in sub-status acw by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Hold time</a></td><td>Total duration of dialogs in sub-status hold by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Avg Hold time</a></td><td>Average duration of dialogs in sub-status hold by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Hold #</a></td><td>Number of dialogs  in sub-status hold by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Dialing time</a></td><td>Total duration of dialogs in sub-status dialing by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Avg Dialing time</a></td><td>Average duration of dialogs in sub-status dialing by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Dialing #</a></td><td>Number of dialogs  in sub-status dialing by inbox dialogs</td></tr><tr><td>Contacting time</td><td>Total duration of dialogs in sub-status contacting by inbox dialogs</td></tr><tr><td>Avg Contacting time</td><td>Average duration of dialogs in sub-status contacting by inbox dialogs</td></tr><tr><td>Contacting #</td><td>Number of dialogs  in sub-status contacting by inbox dialogs</td></tr><tr><td>Handling time</td><td>Duration of dialogs handling by the agent by inbox  dialogs (calculated as: (interacting time + hold time + dialing time + contacting time + acw time))</td></tr><tr><td>Avg Handling time</td><td>Average duration of dialogs handling by the agent  by inbox  dialogs (calculated as: (interacting time + hold time + dialing time + contacting time + acw time)/n handled)</td></tr><tr><td>FlowOut time</td><td>Total duration from the moment of assignment to the team to the moment of withdrawal from the team without assignment to the agent via inbox dialogs (for example, you can configure the logic that after n minutes of waiting in the queue, we automatically change the assignment team to another)</td></tr><tr><td>Avg FlowOut time</td><td>Average duration from the moment of assignment to the team to the moment of withdrawal from the team without assignment to the agent via inbox dialogs (for example, you can configure the logic that after n minutes of waiting in the queue, we automatically change the assignment team to another)</td></tr><tr><td>FlowOut #</td><td>The number of times dialogs were removed from the team without being assigned to an inbox dialog agent</td></tr></tbody></table>

[^1]: for text channels only

[^2]: only for calls