# 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:

<table><thead><tr><th width="177">Metric</th><th width="156">Group</th><th>Description</th></tr></thead><tbody><tr><td>Inbox</td><td> </td><td>An inbox name</td></tr><tr><td>Inbox ID</td><td> </td><td>An inbox ID</td></tr><tr><td>Snoozed</td><td>Live dialogs </td><td>The number of dialogs in an inbox with the status Snoozed</td></tr><tr><td>Resolved</td><td>Live dialogs</td><td>The number of dialogs in an inbox with the status Resolved</td></tr><tr><td>Open</td><td>Live dialogs</td><td>The number of dialogs in an inbox with the status Open</td></tr><tr><td>Pending</td><td>Live dialogs</td><td>The number of dialogs in an inbox with the status Pending</td></tr><tr><td>On inbox</td><td>Live dialogs</td><td>The number of dialogs in an inbox with the substatus OnInbox</td></tr><tr><td>On team</td><td>Live dialogs</td><td>The number of dialogs in an inbox with the substatus OnTeam</td></tr><tr><td>In queue</td><td>Live dialogs</td><td>The number of dialogs in an inbox with the substatus InQueue</td></tr><tr><td>Interacting</td><td>Live dialogs</td><td>The number of dialogs in an inbox with the substatus Interacting</td></tr><tr><td>Alerting</td><td>Live dialogs</td><td>The number of dialogs in an inbox with the substatus Alerting</td></tr><tr><td>ACW</td><td>Live dialogs</td><td>The number of dialogs in an inbox with the substatus ACW</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Hold</a></td><td>Live dialogs</td><td>The number of dialogs in an inbox with the substatus Hold</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Dialing</a></td><td>Live dialogs</td><td>The number of dialogs in an inbox with the substatus Dialing</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Contacting</a></td><td>Live dialogs</td><td>The number of dialogs in an inbox with the substatus Contacting</td></tr><tr><td>Assigned</td><td> </td><td>Number of dialogs per inbox</td></tr><tr><td>Answered</td><td> </td><td>Number of dialogs accepted by the agent within the inbox</td></tr><tr><td>Avg Answered time</td><td> </td><td><p>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 before the agent accepts the dialog.</p></td></tr><tr><td>Handled</td><td> </td><td>Number of dialogs handled by the agent within an inbox</td></tr><tr><td>Abandoned on Team</td><td> </td><td>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)</td></tr><tr><td>Short abandoned on Team</td><td> </td><td>The number of short completed dialogs in the queue within an inbox.<br>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 <a href="../../../settings/account-settings#reporting">Reporting settings</a>.<br>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.</td></tr><tr><td>Avg Abandoned time on Team</td><td> </td><td>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</td></tr><tr><td>Not responded</td><td> </td><td>The number of times an agent did not accept or reject a dialog by inbox dialogs</td></tr><tr><td>Transferred</td><td> </td><td>Number of times the agent transferred the dialogue to another agent/team within an inbox</td></tr><tr><td>Outbound</td><td> </td><td>Number of dialogues initiated by the agent within an inbox</td></tr><tr><td>Resolved assigned</td><td> </td><td>The number of dialogs in an inbox with the status Resolved and assigned to an agent</td></tr><tr><td>Open assigned</td><td> </td><td>The number of dialogs in an inbox with the status Open and assigned to an agent</td></tr><tr><td>Pending assigned</td><td> </td><td>The number of dialogs in an inbox with the status Pending and assigned to an agent</td></tr><tr><td>Resolved unassigned</td><td> </td><td>The number of dialogs in an inbox with the status Resolved and not assigned to an agent</td></tr><tr><td>Open unassigned</td><td> </td><td>The number of dialogs in an inbox with the status Open and not assigned to an agent</td></tr><tr><td>Pending unassigned</td><td> </td><td>The number of dialogs in an inbox with the status Pending and not assigned to an agent</td></tr><tr><td>Avg first response time</td><td>For text inboxes</td><td>The average speed of an agent's first response to an inbox dialogs.<br>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).</td></tr><tr><td>Avg first response time from dialog start</td><td>For text inboxes</td><td>The average speed of the first operator response from the start of the dialogue by inbox dialogs.<br>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).</td></tr><tr><td>Avg response time</td><td>For text inboxes</td><td>The average speed of an agent's response to an inbox dialogs.<br>The agent response speed is calculated as the time between pairs of agent-customer messages.<br>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.</td></tr><tr><td>Avg response num</td><td>For text inboxes</td><td>The average number of "customer message-agent response" pairs per dialog</td></tr><tr><td>Avg incoming messages</td><td>For text inboxes</td><td>The average number of incoming messages from a customer per 1 dialog by inbox dialogs</td></tr><tr><td>Avg incoming messages to agent</td><td>For text inboxes</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>Avg outgoing messages</td><td>For text inboxes</td><td>The average number of outgoing messages from an agent and a bot per 1 dialog by inbox dialogs</td></tr><tr><td>Avg outgoing messages agent</td><td>For text inboxes</td><td>The average number of outgoing messages from an agent per 1 dialog by inbox dialogs</td></tr><tr><td>Avg outgoing messages bot</td><td>For text inboxes</td><td>The average number of outgoing messages from a bot per 1 dialog by inbox dialogs</td></tr><tr><td>Avg dialog duration</td><td> </td><td>The average duration of a dialog by inbox dialogs</td></tr><tr><td>Avg dialog duration on agent</td><td> </td><td>The average duration of a dialog when an agent was assigned to a conversation</td></tr><tr><td>Avg dialog duration on team</td><td> </td><td>The average duration of dialogs for inbox dialogs when a team was assigned to a conversation</td></tr><tr><td>Dialogs per agent</td><td> </td><td>The average number of open and assigned dialogs per 1 agent</td></tr><tr><td>Avg csat, %</td><td> </td><td>The average CSAT score in %</td></tr><tr><td>Total csat responses</td><td> </td><td>The total number of CSAT responses from customers for this inbox</td></tr><tr><td>Online</td><td>Live agents</td><td>The total number of agents in the Online status</td></tr><tr><td>Offline</td><td>Live agents</td><td>The total number of agents in the Offline status</td></tr><tr><td>Busy</td><td>Live agents</td><td>The total number of agents in the Busy status</td></tr><tr><td>Login</td><td>Live agents</td><td>The total number of agents in Login</td></tr><tr><td>Avg Pending time</td><td> </td><td>Average duration of dialogs in pending status by inbox dialogs</td></tr><tr><td>Avg Snoozed time</td><td> </td><td>Average duration of dialogs in the snoozed status by inbox dialogs</td></tr><tr><td>Avg OnInbox time</td><td> </td><td>Average duration of dialogs in the OnInbox status by inbox dialogs</td></tr><tr><td>Avg OnTeam time</td><td> </td><td>Average duration of dialogs in the OnTeam substatus by inbox dialogs</td></tr><tr><td>Avg InQueue time</td><td> </td><td>Average duration of dialogs in the InQueue substatus by inbox dialogs</td></tr><tr><td>Avg Interacting time</td><td> </td><td>Average duration of dialogs in the Interacting substatus by inbox dialogs</td></tr><tr><td>Avg Alerting time</td><td> </td><td>Average duration of dialogs in the Alerting substatus by inbox dialogs</td></tr><tr><td>Avg Acw time</td><td> </td><td>Average duration of dialogs in the Acw substatus by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg Hold time</a></td><td> </td><td>Average duration of dialogs in the Hold substatus by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg Dialing time</a></td><td> </td><td>Average duration of dialogs in the Dialing substatus by inbox dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg Contacting time</a></td><td> </td><td>Average duration of dialogs in the Contacting substatus by inbox dialogs</td></tr><tr><td>Avg Handling time</td><td> </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>Avg FlowOut time</td><td> </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> </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]: only for calls