Monitoring Inboxes
To monitor inboxes click on the Inboxes tab located at the top of the Dashboard.
The KPIs metrics available are the following:
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Backlog
KPI Description Waiting for first reply Total number of conversations allocated to the inbox that have not yet received any replies from an agent. Unassigned Total number of conversations allocated to the inbox, but not currently assigned to an agent. Open Total number of conversations, allocated to the inbox, regardless of agent assigned. Attention rate Percentage of the total number of open conversations allocated to the inbox that have received any replies from either an agent or a user. A conversation must have received at least one reply from an agent to be included. snoozed Total number of conversations allocated to the inbox that are snoozed, regardless if the conversation is assigned to an agent. -
Performance
KPI Description First Response Time Aggregation of the time it took an agent to send a first reply to conversations assigned to the team. SLA Compliance Rate Percentage of the total number of conversations allocated to the inbox that have missed their latest Service Level Agreements (SLA) target. Registered conversations Total number of conversations that have been attended or not by the agent. Attended conversations Total number of conversations that have been attended to by the agent.
Updated 23 days ago