Team Inbox Performance Report

The Team Inbox Performance Report gives support managers valuable insights into how each team is handling incoming customer inquiries within the team inbox, providing quick access to accurate metrics and insights for informed decision-making.

Navigating the Analytics

Access this analytics feature under the "Analytics" section.

Leverage the powerful filtering capabilities:

• Team Assigned Filter: Quickly select the specific team you want to analyze. (This reflects the team assigned to a conversation at a specific time.)
• Channel Filter: Apply additional filters to view performance across different channels (e.g., WhatsApp, Facebook). This allows for a more granular analysis of how your team handles inquiries on various platforms.
• Historical Duration: Specify the timeframe for historical data analysis to gain insights over a specific period.

You have two options for accessing analytics: Historical and Real-time.

Historical

Historical analytics provide insights over a specified period, including:

Chats

• Total Chats: Number of conversations historically assigned to a specific team, which may fall under categories such as Served, Missed, Expired, Missed & Expired, and Timeout.
• Served: Conversations closed by a teammate after resolving while the conversation was assigned to them.
• Missed: Number of conversations where customers ended the conversations without agent response within the specified conversation window. You can reopen these conversations if there's available time within the window.
• Expired: Number of conversations where the conversation window expired, but the agent engaged with the user before expiration, preventing the conversation from being reopened.
• Missed & Expired:  Number of conversations where the conversation window with the user expired without any engagement or message from the agent, leading to the closure of the handover.
• Timeout:  The number of conversations in which Handover closure was triggered by a timeout request mechanism due to a lack of user activity.

Responsiveness

Understand how quickly agents respond, including how long customers wait for a response and how fast agents reply.

• Resolution Time: The duration of conversation sessions from the first response to session closure.
• First ResponseTime: The time elapsed between a customer request for a human agent and the agent's initial response.

Real-time

Real-time analytics offer online insights into ongoing interactions between agents and customers, including:

Chats

• Missed Chats: Number of conversations where customers ended the conversations without agent response within the specified conversation window. You can reopen these conversations if there's available time within the window.
• Dropped Chats: Conversations initiated by the customer, accepted by the agent, but ended by the customer before resolution.
• Expired: Number of conversations where the conversation window expired, but the agent engaged with the user before expiration, preventing the conversation from being reopened.
• Missed & Expired: Number of conversations where the conversation window with the user expired without any engagement or message from the agent, leading to the closure of the handover.
• Timeout: The number of conversations in which Handover closure was triggered by a timeout request mechanism due to a lack of user activity.
• Served: Conversations closed by a teammate after resolving while the conversation was assigned to them.

Agents

• Total Agents: Overall count of agents.
• Checked-In Agents: The number of online agents currently logged in and available to respond to customer inquiries within the Hulul Inbox.
• Checked-out Agents: The number of offline agents currently logged out of the Hulul Inbox and unavailable to respond to customer inquiries.

Responsiveness

Understand how quickly agents respond, including how long customers wait for a response and how fast agents reply.

• Waiting Time: The duration customers wait for the first response from the agents.
• Response time: The amount of time it took to respond to a customer between messages for conversations that were assigned to a specific team

Conversations In queue

• Chat: The total number of ongoing conversations assigned and unassigned.
• Assigned: Number of conversations assigned to agents. Assigned conversations should not exceed the total capacity for all agents.
• Unassigned: Number of conversations in the queue not assigned to any agents.

C-SAT

• C-SAT-Good: Number of conversations where customers have positive feedback in the Customer Satisfaction (C-SAT) survey.
• C-SAT-Bad: Number of conversations where customers have negative feedback in the C-SAT survey.