Article updated: June 04, 2023
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.
| Metric | Description |
|---|---|
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 agent first response time of all resolved conversations. |
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. |
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. |
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.
| Team metric | Inbox 2.0 metric | What's changed |
|---|---|---|
| Assignments created | Started conversations | Unlike Assignments created, Started conversations reports on all of your messages, including those unassigned to an agent. |
| Assignments resolved | Resolved conversations | Both metrics measure the number of conversations resolved. |
| First response time | Average first response time | The Inbox 2.0 metric only counts conversations resolved on channels with an SLA set up. |
| Handling time (in Hootsuite reports) | Handle time | The Inbox 2.0 metric only counts conversations with at least one response. |
| Handling time (in Team performance) | Average handle time | The Inbox 2.0 metric only counts conversations with at least one response. |
| Overall response time | Average conversation response time | Both metrics measure the time it takes an agent to respond to a customer’s message. |
| Pickup time | First response time SLA | Both 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 messages | The Inbox 2.0 metric counts only the number of messages sent by your team’s agents. |
| Resolution time | Average resolution time | Both 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 First responses table | Replies sent table | All of these metrics show the replies sent by your agents. |
| Resolved assignments table | Resolved conversations table | Both metrics show the conversations resolved by your agents. |
Messages Responses | Outbound messages | Messages and Responses are now Outbound messages in Inbox 2.0. |
| Messages received | Inbound messages | Both metrics count the number of messages received by your team. |
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