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Inbox analytics give you visibility into how effectively your team is handling customer conversations. The metrics track both the speed and volume of your support operation — helping you identify bottlenecks, measure individual agent performance, and understand conversation patterns over time.

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What this covers

  • Available Inbox metrics and what each measures
  • How to interpret response time and resolution data
  • Agent-level performance breakdown

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Available metrics

First response time: The average time between a conversation arriving as OPEN and the first agent reply being sent.This is the primary speed metric for the Inbox. A low first response time indicates that conversations are being picked up quickly. A high first response time may indicate understaffing, routing inefficiency, or agents being overloaded with concurrent conversations.Monitor this metric alongside conversation volume — a rising response time during a high-volume period is expected, but a consistently high response time during normal volume suggests a structural issue.

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Best practices

  • Track first response time as your primary health metric. It is the metric most directly in your team’s control and most directly experienced by the customer.
  • Compare volume to resolution time. If volume increases and resolution time holds steady, your team is scaling well. If resolution time rises with volume, capacity may need adjustment.
  • Review agent performance in aggregate, not in isolation. Individual message counts vary based on conversation complexity. Look for meaningful outliers rather than minor differences.
  • Account for campaign sends when reviewing volume data. Spikes in inbound conversations shortly after a broadcast are expected — do not interpret them as anomalies.