Inbox Data Analysis
Learn how to master team performance through Inbox statistics reports
Data Analysis Entry
The entry is located at the bottom left of Inbox > Analytics
Real-time Overview
The Inbox Real-time Overview provides real-time information (updated every 1h). With this feature, you can clearly understand the number of conversations today, know the overall scale of communication with users today; grasp the real-time reception status of customer service. The statistical time zone is GMT+8, starting from 0:00. By default, it counts the situation under all WhatsApp accounts, and you can filter at the top to view the data of a specific WhatsApp number corresponding to the Inbox separately.
Today's Conversations: Number of conversations entered every hour today
Open Conversations: Includes opened conversations, unassigned conversations, and conversations that have been assigned but not yet responded to
Agent Status: Available or Away status for agent
Agent Conversation Handling: From the perspective of agents, understand the corresponding opened and unanswered conversations. Used to understand the performance and workload of agents.
Agents
From the perspective of agents, the entry is shown in the figure Analytics > Agents
Data Filtering: Select the statistical time period, defaulting to the last 7 days. Up to the last 1 year of data can be selected. Select the corresponding agent, defaulting to the total data of all agents, click the "magnifying glass" search button to load the data.
Data Download: Click the "
Download" button
Conversation Statistics Fields
Conversation statistics unit:
day: d
hour: h
minute: m
| Field | Description |
|---|---|
Conversations (Total) | The number of conversations received by the agent. Based on the creation time of the conversation, the time period it belongs to is counted. |
Online time (Total) | The length of time the agent is online. |
First Response Time(Avg) | The average length of time from when the conversation actually starts in Inbox to the agent's first reply. P.S.:
|
Resolution Time (Avg) | The length of time from when the conversation actually starts in Inbox to when the conversation is closed. |
Agent Ranking Statistics
Sorting rule: Agents with more received conversations are ranked at the top.
Inboxes
From the perspective of Inboxes, the entry is shown in the figure Analytics > Inboxes
Data Filtering: Select the statistical time period, defaulting to the last 7 days. Up to the last 1 year of data can be selected. Select the corresponding Inbox, defaulting to the total data of all Inboxes, click the "magnifying glass" search button to load the data.
Data Download: Click the "
Download" button
Inbox Conversation Statistics Fields
| Field | Description |
|---|---|
Conversations(Total) | The total number of received conversations. P.S.: When the same conversation is closed and then reopened, it counts as 2. |
Inbound message(Total) | The total number of received messages, not the number of conversations. |
Outbound message(Total) | The total number of sent messages, not the number of conversations. |
First Response Time (Average) | The average length of time from when the conversation actually starts in Inbox to the agent's first reply. |
Resolution Time (Average) | The average length of time from when the conversation actually starts in Inbox to when the conversation is closed. |
Teams
From the perspective of Inboxes, the entry is shown in the figure Analytics > Teams
Data Filtering: Select the statistical time period, defaulting to the last 7 days. Up to the last 1 year of data can be selected. Select the corresponding Team, defaulting to the total data of all Teams, click the "magnifying glass" search button to load the data.
Data Download: Click the "
Download" button
| Field | Description |
|---|---|
Conversations(Total) | The total number of conversations belonging to the current Team during the selected time period. The number of conversations received by the agent. Based on the creation time of the conversation, the time period it belongs to is counted. |
Online time (Total) | The total online time of all agents belonging to the current Team during the selected time period. Includes both available and away statuses. |
First Response Time (Avg) | The average value of all agents belonging to the current Team during the selected time period. The average length of time from when the conversation actually starts in Inbox to the agent's first reply. |
Resolution time(Avg) | The average value of all agents belonging to the current Team during the selected time period. The length of time from when the conversation actually starts in Inbox to when the conversation is closed. |
Agent Ranking Statistics
Agent ranking statistics within the Team, sorted by the total number of conversations.
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