📥Inbox Overview Report

Inbox Overview is a real-time report that displays an inbox's key performance indicators for the current day.

Metrics

List of metrics available for display in the report:

Metric	Group	Description
Inbox		An inbox name
Inbox ID		An inbox ID
Snoozed	Live dialogs	The number of dialogs in an inbox with the status Snoozed
Resolved	Live dialogs	The number of dialogs in an inbox with the status Resolved
Open	Live dialogs	The number of dialogs in an inbox with the status Open
Pending	Live dialogs	The number of dialogs in an inbox with the status Pending
On inbox	Live dialogs	The number of dialogs in an inbox with the substatus OnInbox
On team	Live dialogs	The number of dialogs in an inbox with the substatus OnTeam
In queue	Live dialogs	The number of dialogs in an inbox with the substatus InQueue
Interacting	Live dialogs	The number of dialogs in an inbox with the substatus Interacting
Alerting	Live dialogs	The number of dialogs in an inbox with the substatus Alerting
ACW	Live dialogs	The number of dialogs in an inbox with the substatus ACW
	Live dialogs	The number of dialogs in an inbox with the substatus Hold
	Live dialogs	The number of dialogs in an inbox with the substatus Dialing
	Live dialogs	The number of dialogs in an inbox with the substatus Contacting
Assigned		Number of dialogs per inbox
Answered		Number of dialogs accepted by the agent within the inbox
Avg Answered time		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 before the agent accepts the dialog.
Handled		Number of dialogs handled by the agent within an inbox
Abandoned on Team		The number of completed dialogs queues within an inbox (in other words, how many customers completed the dialog without waiting for the agent to accept the dialogue)
Short abandoned on Team		The number of short completed dialogs in the queue within an inbox. A short completed dialogue in the queue is one that has been waiting in the queue for no more than the time specified in the Reporting settings. This indicator is used in the calculation of SL and usually such dialogues are not taken into account. For example, if a customer completes a dialogue within 10 seconds of entering the queue, it does not affect the SL indicator.
Avg Abandoned time on Team		Average duration from the moment of assignment to a team to the moment the customer finishes the dialog in the queue within an inbox without waiting for the agent to accept it
Not responded		The number of times an agent did not accept or reject a dialog by inbox dialogs
Transferred		Number of times the agent transferred the dialogue to another agent/team within an inbox
Outbound		Number of dialogues initiated by the agent within an inbox
Resolved assigned		The number of dialogs in an inbox with the status Resolved and assigned to an agent
Open assigned		The number of dialogs in an inbox with the status Open and assigned to an agent
Pending assigned		The number of dialogs in an inbox with the status Pending and assigned to an agent
Resolved unassigned		The number of dialogs in an inbox with the status Resolved and not assigned to an agent
Open unassigned		The number of dialogs in an inbox with the status Open and not assigned to an agent
Pending unassigned		The number of dialogs in an inbox with the status Pending and not assigned to an agent
Avg first response time	For text inboxes	The average speed of an agent's first response to an inbox dialogs. The speed of the first agent response is calculated as the time between the assignment of a dialogue to an agent and the first response. The indicator is calculated only for incoming dialogs (i.e. if the agent initiated the dialog, the indicator will be empty).
Avg first response time from dialog start	For text inboxes	The average speed of the first operator response from the start of the dialogue by inbox dialogs. The speed of the first operator response from the start of the dialog is calculated as the time from the start of the dialog to the first agent response. The indicator is calculated only for incoming dialogs (i.e. if the initiator of the dialogue was an agent or bot, the indicator will be empty).
Avg response time	For text inboxes	The average speed of an agent's response to an inbox dialogs. The agent response speed is calculated as the time between pairs of agent-customer messages. The average speed is calculated as the sum of the time for each pair of agent-customer messages divided by the number of such pairs.
Avg response num	For text inboxes	The average number of "customer message-agent response" pairs per dialog
Avg incoming messages	For text inboxes	The average number of incoming messages from a customer per 1 dialog by inbox dialogs
Avg incoming messages to agent	For text inboxes	The average number of incoming messages from a customer per 1 dialog, when an agent was assigned to a conversation on inbox dialogs
Avg outgoing messages	For text inboxes	The average number of outgoing messages from an agent and a bot per 1 dialog by inbox dialogs
Avg outgoing messages agent	For text inboxes	The average number of outgoing messages from an agent per 1 dialog by inbox dialogs
Avg outgoing messages bot	For text inboxes	The average number of outgoing messages from a bot per 1 dialog by inbox dialogs
Avg dialog duration		The average duration of a dialog by inbox dialogs
Avg dialog duration on agent		The average duration of a dialog when an agent was assigned to a conversation
Avg dialog duration on team		The average duration of dialogs for inbox dialogs when a team was assigned to a conversation
Dialogs per agent		The average number of open and assigned dialogs per 1 agent
Avg csat, %		The average CSAT score in %
Total csat responses		The total number of CSAT responses from customers for this inbox
Online	Live agents	The total number of agents in the Online status
Offline	Live agents	The total number of agents in the Offline status
Busy	Live agents	The total number of agents in the Busy status
Login	Live agents	The total number of agents in Login
Avg Pending time		Average duration of dialogs in pending status by inbox dialogs
Avg Snoozed time		Average duration of dialogs in the snoozed status by inbox dialogs
Avg OnInbox time		Average duration of dialogs in the OnInbox status by inbox dialogs
Avg OnTeam time		Average duration of dialogs in the OnTeam substatus by inbox dialogs
Avg InQueue time		Average duration of dialogs in the InQueue substatus by inbox dialogs
Avg Interacting time		Average duration of dialogs in the Interacting substatus by inbox dialogs
Avg Alerting time		Average duration of dialogs in the Alerting substatus by inbox dialogs
Avg Acw time		Average duration of dialogs in the Acw substatus by inbox dialogs
		Average duration of dialogs in the Hold substatus by inbox dialogs
		Average duration of dialogs in the Dialing substatus by inbox dialogs
		Average duration of dialogs in the Contacting substatus by inbox dialogs
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)
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