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  Article updated: April 23, 2024

Inbox 2.0 metrics

Inbox 2.0 metrics help you dig deeper into the activity and performance of your agents, teams, channels, and topics in the last 18 months. We report metrics in the timezone selected in your account.

This article goes over the metrics available in Analytics for Inbox 2.0. Use CTRL+F (CMD +F on Mac) to search content in this article.

Transitioning from Team metrics to Inbox 2.0 metrics? Check out this table of metrics to make the transition easier.

Metrics for Inbox 2.0
MetricDescription

Agent available time > Member

The total time an agent has an Available status

Agent away time > Member

The total time an agent has an Away status

Agent handle time table

A list of your teams’ members and their time metrics, such as average handle time, total handle time, and cherry picking time

Agent overview table

A list of your teams’ members and their key performance metrics, such as availability, average handle time, and replies sent

Agent productivity table

A list of your teams’ members and their advanced productivity metrics, such as availability, resolved conversations, and topics and tags applied to messages

Average agent first response time

The average first response time of an agent during your selected time frame. Counts resolved conversations only, regardless of when they were resolved

Average contacts helped per member

The average number of contacts helped per agent

Average conversation response time

The average conversation response time of all resolved conversations

Average conversation response time SLA

The average of all Conversation response times in channels that have an SLA policy enabled and for resolved conversations

Average first response time SLA

The average of all First response times in channels that have an SLA policy enabled and for resolved conversations

Average handle time

The average elapsed time between conversations being opened and then moved to either the Pending or Resolved queue. conversation must have a reply for Handle time to be calculated

Average handle time per contact

The average handle time per contact

Average inbound messages per contact

The average number of inbound messages per contact

Average outbound messages per contact

The average number of outbound messages per contact

Average resolution time

The average resolution time of all resolved conversations

CSAT

The average CSAT score for all resolved conversations

CSAT surveys sent

The total number of CSAT surveys sent

Cherry-picking time

The total elapsed time between when an agent opens a conversation and the same agent closes it without sending a reply or changing the conversation status

Conversation Response Time SLA

All Conversation response time SLA events for resolved conversations

Daily inbound message volume > Hour

The average number of inbound messages per day of week and hour of day

First response time SLA

All first response time SLA events for resolved conversations

First responses tableA list of your teams' first responses to unresolved conversations and their metrics, such as first response time and SLA status.

Handle time

The total elapsed time between when an agent opens a conversation and the same agent sends a reply

Inbound messages

The total number of inbound messages.

No-reply time

The total elapsed time between when an agent opens a conversation and the same agent closes it without sending a reply

Number of inbound Messages > Emoji

The number of inbound messages per emoji

Number of outbound Messages > Emoji

The number of outbound messages per emoji

Outbound messages

The total number of outbound messages

Overall responses tableA list of your teams' responses and their metrics, such as total handle time, conversation resolution time, and first response

Replies sent table

A list of replies sent by your teams in the selected date range and the tags applied to the messages

Resolved conversations

The total number of conversations resolved

Resolved conversations > CSAT Score

The total number of conversations resolved per CSAT score

Resolved conversations per number of messages > Number of Messages

Resolved conversations grouped by number of messages in each conversation

Resolved conversations table

A list of conversations resolved in the selected time frame and their metrics, such as first response time and total resolution time

SLA

Overall SLA performance (First response time SLA and Conversation response SLA), based on SLA events. The graph displays all SLA events for resolved conversations

Satisfied customers

The combined total of all CSAT scores with a 4 or 5 divided by the total number of CSAT responses

Started conversations

The total number of conversations started

Tags applied

The total number of tags added by individual agents. Tags applied is a global metric and will does not change with channel filter selection

Team handle time table

A list of your teams and their time metrics, such as average handle time, total handle time, and cherry picking time

Team overview table

A list of your teams and their key performance metrics, such as handle time, CSAT, and resolved conversation

Team productivity table

A list of your teams and their advanced productivity metrics, such as contacts helped, resolved conversations, and topics and tags applied to messages

Topics applied

The total number of topics added by individual agents. Topics applied is a global metric and will does not change with channel filter selection

Total conversation responses > Duration

The total number of responses for resolved conversations, grouped by duration

Total first responses > Duration

The total number of first responses for resolved conversations, grouped by duration

Total messages

The combined total of all inbound and outbound messages

Total messages per hour > Hour

The combined total of all inbound and outbound messages by hour of the day

Total resolutions > Duration

The number of resolutions grouped by duration. All conversations which were resolved during the selected time period are included

Unique contacts

The total number of unique contacts

User utilization

The percentage of reply handle time and no-reply handle time compared to the available time

Transitioning from Team metrics to Inbox 2.0 metrics

Use the following table to find the Inbox 2.0 metrics that correspond to the Team activity metrics in Analytics reports and other metrics you previously used in the Team performance view.

Inbox 2.0 metrics and Team activity metrics
Team metricInbox 2.0 metricWhat's changed
Assignments createdStarted conversationsUnlike Assignments created, Started conversations reports on all of your messages, including those unassigned to an agent
Assignments resolvedResolved conversationsBoth metrics measure the number of conversations resolved
First response timeAverage first response timeThe Inbox 2.0 metric only counts conversations resolved on channels with an SLA set up
Handling time (in Hootsuite reports)Handle timeThe Inbox 2.0 metric only counts conversations with at least one response
Handling time (in Team performance)Average handle timeThe Inbox 2.0 metric only counts conversations with at least one response
Overall response timeAverage conversation response timeBoth metrics measure the time it takes an agent to respond to a customer’s message
Pickup timeFirst response time SLABoth metrics measure how long it takes a customer to receive a response. The new Inbox 2.0 metric also measures it against targets you can define for each channel
Published messages Outbound messagesThe Inbox 2.0 metric counts only the number of messages sent by your team’s agents
Resolution timeAverage resolution timeBoth metrics count the time it takes to resolve a conversation
Conversation threads-This metric has been removed. As an alternative, you can use the Started conversation metric

Overall responses table

Replies sent table All of these metrics show the replies sent by your agents
Resolved assignments tableResolved conversations table Both metrics show the conversations resolved by your agents

Messages

Responses

Outbound messagesMessages and Responses are now Outbound messages in Inbox 2.0
Messages receivedInbound messagesBoth metrics count the number of messages received by your team

 

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