📥Inbox Overview Sum Report
Last updated
Last updated
Inbox Overview Sum – report that displays an inbox's key performance indicators by a selected interval.
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
List of metrics available for display in the report:
| Metric | Description |
|---|---|
Date/Time
The start date and time of an interval
Inbox
An inbox name
Inbox ID
An inbox ID
Assigned
The number of dialogs received in an inbox
Assigned agent
The number of dialogs assigned at least once per agent within an inbox
Assigned team
The number of dialogs assigned at least once per team within an inbox
Answered
Number of dialogs accepted by the agent within an inbox
Answered time
The total speed of dialog acceptance by the agent from the moment of assignment to the team for all inbox dialogs.
This indicator shows how long the customer waits in the queue until the agent accepts the dialog.
Avg Answered time
The average speed of dialog acceptance by an agent from the moment of assignment to a team within an inbox.
This indicator shows how long the customer waits in the queue until the agent accepts the dialog
Handled
The number of dialogs processed by the agent within a given inbox
Abandoned
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)
Short abandoned
The number of short completed dialogs in the queue within an inbox.
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 Reporting settings.
This indicator is used in the calculation of SL and usually such dialogs are not taken into account.
For example, if a customer completes a dialog within 10 seconds of entering the queue, it does not affect the SL indicator.
Abandoned time
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
Avg Abandoned time
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
Not responded
Number of times an agent did not accept or reject a dialog by inbox dialogs
Transferred
Number of times the agent transferred the dialog to another agent/teqm within an inbox
Outbound
Number of dialogs initiated by the agent within an inbox
The number of dialogs in which the first response to a customer's inquires was from an agent.
The indicator is calculated only for incoming dialogs (i.e., if the dialog was initiated by an agent, the indicator will be empty).
The number of dialogs in which an agent participated - wrote at least 1 message in a dialog
Resolved
The number of dialogs that were resolved
The sum of an agent's first response speed to inbox dialogs.
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.
The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty).
The average speed of an agent's first response to inbox dialogs.
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.
The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty).
First response time from dialog start
The total speed of the first operator response from the beginning of the dialog to inbox dialogs.
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.
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).
Avg first response time from dialog start
The average speed of the first operator response from the start of the dialog to inbox dialogs.
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.
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).
The sum of an agent's response speed to inbox dialogs.
The agent response speed is calculated as the time between pairs of agent-client messages.
The average speed of an agent's response on inbox dialogs.
The agent response speed is calculated as the time between pairs of agent-client messages.
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.
The total amount of "customer message-agent response" pairs for inbox dialogs
The average number of "customer message-agent response" pairs per dialog
The total number of incoming messages from a customer on inbox dialogs
The average number of incoming messages from a customer per dialog by inbox dialogs
The total number of incoming messages from the client when the agent was assigned to a conversation on the inbox dialog
The average number of incoming messages from a customer per 1 dialog, when an agent was assigned to a conversation on inbox dialogs
The total number of outgoing messages from an agent and a bot per 1 dialog by inbox dialogs
The average number of outgoing messages from an agent and a bot per 1 dialog by inbox dialogs
The total number of outgoing messages from the operator on inbox dialogs
The average number of outgoing messages from the operator per 1 dialog by inbox dialogs
The total number of outgoing messages from a bot in inbox dialogs
The average number of outgoing messages from a bot per 1 dialog by inbox dialogs
Dialog duration
The total duration of dialogs by inbox dialogs
Avg dialog duration
The average duration of a dialog by inbox dialogs
Dialog duration on agent
The total duration of dialogs for inbox dialogs when an agent was assigned to a conversation
Avg dialog duration on agent
The average duration of a dialog when an agent was assigned to a conversation
Dialog duration on team
The total duration of dialogs for inbox dialogs when a team was assigned to a conversation
Avg dialog duration on team
The average duration of a dialog when a team was assigned to a conversation
Pending time
Total duration of dialogs in pending status by inbox dialogs
Avg Pending time
Average duration of dialogs in pending status by inbox dialogs
Pending #
The number of dialogs that have ever been switched to pending status for inbox dialogs
Snoozed time
Total duration of dialogs in snoozed status by inbox dialogs
Avg Snoozed time
Average duration of dialogs in snoozed status by inbox dialogs
Snoozed #
Number of dialogs in snoozed status by inbox dialogs
OnInbox time
Total duration of dialogs in oninbox status by inbox dialogs
Avg OnInbox time
Average duration of dialogs in oninbox status by inbox dialogs
OnInbox #
Number of dialogs in oninbox status by inbox dialogs
OnTeam time
Total duration of dialogs in onTeam status by inbox dialogs
Avg OnTeam time
Average duration of dialogs in onTeam status by inbox dialogs
OnTeam #
Number of dialogs in onTeam status by inbox dialogs
InQueue time
Total duration of dialogs in sub-status in the inqueue by inbox dialogs
Avg InQueue time
Average duration of dialogs in sub-status in the inqueue by inbox dialogs
InQueue #
Number of dialogs in sub-status in the inqueue by inbox dialogs
Interacting time
Total duration of dialogs in sub-status in the interacting by inbox dialogs
Avg Interacting time
Average duration of dialogs in sub-status in the interacting by inbox dialogs
Interacting #
Number of dialogs in sub-status in the interacting by inbox dialogs
Alerting time
Total duration of dialogs in sub-status alerting by inbox dialogs
Avg Alerting time
Average duration of dialogs in sub-status alerting by inbox dialogs
Alerting #
Number of dialogs in sub-status alerting by inbox dialogs
Acw time
Total duration of dialogs in sub-status acw by inbox dialogs
Avg Acw time
Average duration of dialogs in sub-status acw by inbox dialogs
Acw #
Number of dialogs in sub-status acw by inbox dialogs
Total duration of dialogs in sub-status hold by inbox dialogs
Average duration of dialogs in sub-status hold by inbox dialogs
Number of dialogs in sub-status hold by inbox dialogs
Total duration of dialogs in sub-status dialing by inbox dialogs
Average duration of dialogs in sub-status dialing by inbox dialogs
Number of dialogs in sub-status dialing by inbox dialogs
Contacting time
Total duration of dialogs in sub-status contacting by inbox dialogs
Avg Contacting time
Average duration of dialogs in sub-status contacting by inbox dialogs
Contacting #
Number of dialogs in sub-status contacting by inbox dialogs
Handling time
Duration of dialogs handling by the agent by inbox dialogs (calculated as: (interacting time + hold time + dialing time + contacting time + acw time))
Avg Handling time
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)
FlowOut time
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)
Avg FlowOut time
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)
FlowOut #
The number of times dialogs were removed from the team without being assigned to an inbox dialog agent