Inbox Insights is available on our Support Pro product and you can access it in the top right of your conversations inbox.

How can I use Inbox Insights to manage my team?

Inbox Insights can help you understand if your support volume is increasing, if your team is responding fast enough to your users, and who on your team is busiest. It can be viewed in three different ways to help you better understand your support patterns.

  1. By date to help answer questions like does that spike correspond to our big feature launch?
  2. By day of week to help answer questions like how busy are we on Fridays?
  3. By time of day to help answer questions like do we need cover when Asia and Australia are online?

We believe this data should be easy for anyone to understand and not require you to read charts and tables to see how you’re doing. At the top of the page is a summary of your activity for the last four weeks in a very easy to read format.

How is the count of new conversations calculated?

Inbox Insights shows you the count of conversations your users started with you in the time range selected. This count does not include any replies to messages you sent, or replies to ongoing conversations.

The top of the page shows a total count of incoming messages received in the date range selected, and the first chart shows this grouped by date to see trends, or by hour/day of week to see patterns across the date range selected.

How is the Median First Response time calculated?

The median first response time is the time within which 50% of the messages received were responded to. It's a better measurement of response times than average, because with average response time, a few messages received at the weekend or during non-business hours could take much longer to reply to and skew your numbers.

For example if you replied to three messages in a day with a response time for each message of 5mins, 20mins and 4hrs, the median response time would be 20mins, while the average would be 88mins.

A couple of things to note about how this is calculated:

  • This measure only counts the first response time to a conversation, not the response time for all replies sent during a conversation.
  • Conversations which are closed and not replied to, don't have any impact on the median response time, as we only calculate it based on messages that you reply to.

The median response time on the chart reflects the date and time the message was received, not when it was responded to. This makes it easy to compare the volume received to the response time for those conversations. For example, you can see that at 12pm we received 7 new conversations, and replied to them in a median first response time of 46mins.

What timezone is used to calculate the date?

We use your apps default timezone (which you can set in your app settings) to determine the time and date the message was received. For example, if your app is set to Pacific Time and a user sends a message at 9am Wed from New Zealand, Insights will show it as being received at 2pm on Tue, as this is the local time of your app when the message was received.

How can I change the date range?

At the top of the page, you can select one of three time ranges: 7, 28 or 90 days. By default, we show you the last 28 days of data, but you can easily change this to view the last week, or the last 3 months of incoming messages. We will be adding date filtering to this section soon so you will be able to view specific date ranges.

How can I view the information by day of week or hour of day?

You can change the grouping of the information to see what day of week you receive the most messages, or what time of day is busiest or quietest. To do this, click on the ‘View By’ drop down to ‘Day of Week’ or ‘Hour of Day’. This view is useful to show you trends in your incoming messages so you can schedule your team accordingly.

How are the counts for my teammates calculated?

The table shows all your teammates, the number of replies they sent and the total conversations they closed. This table counts all replies sent and conversations closed within the time range selected, not just those started by your users. This gives an accurate measure of the amount of work your team are doing in the inbox, not just when they reply to incoming support messages. If a conversation is closed multiple times, we only count the last close action and attribute it to the teammate that closed it last.

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