Monitoring Inboxes

To monitor inboxes click on the Inboxes tab located at the top of the Dashboard.

The KPIs metrics available are the following:

• 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.