Analyze your Inbox performance

Aug 26, 2026
Knowledge

Procedure Steps

Article updated: July 17, 2026

Analyze your Inbox performance

Create Inbox reports in Analytics to analyze the activity and performance of your agents, teams, and channels. Dig into resolved conversations, response times, customer satisfaction, and more.

Audience: Advanced and Enterprise Inbox admins. Want more Hootsuite features? Upgrade your plan.

You must have one of the following roles to create an Inbox report in Analytics:

Be an organization Super Admin or Admin
Have Team Admin, Unlimited, or the custom team permission to Access Inbox Analytics for your team

This article describes the new Social OS experience. If you haven't switched yet, select the Classic tab for instructions. Learn more about the Social OS experience.

Create an Inbox report in Analytics

In addition to the real-time monitoring in Inbox, there are several report templates in Analytics that you can use to track agent and team performance across channels. Metrics data can only be collected from connected accounts. If one of your accounts disconnects, Analytics cannot collect data or backfill Inbox metrics data for that account. In order to populate metrics data, members and channels in the report must belong to the same team.

Note: Analytics collects up to 25 months of historical data; data older than 25 months isn't available.

Go to Analytics and then select Create a report.
Select Nest (under More).
Select from one of the following reports, and then select Create report. (Some options are restricted by plan type.)

Overall summary -Analyze the success metrics in this report to get an overview of your team’s performance, including how many conversations they've resolved, how much time they've spent on each, and more.
Team overview - Keep track of handle time, no-reply time, cherry-picking time, and more metrics relevant to your team's performance.
Agent overview - Review individual agent performance in Inbox, including available time, away time, replies sent, and more.
Volume: Conversations - Measure the volume of started and resolved conversations for your teams in Inbox and spot trends across channels, platforms, languages, and more.
Volume: Topics - Identify trends and key conversations by tracking the topics agents apply to conversations.
Volume: Messages - Measure the volume of messages for your teams in Inbox and spot trends across channels, platforms, tags, and more.
Volume: Tags - Monitor the tags applied to the messages in Inbox and spot trends.
Volume: Contacts - Measure the volume of unique contacts in Inbox and spot trends by channels, platforms, handle time, and more.
Customer satisfaction - Take a close look at CSAT survey results, including total surveys sent, average CSAT score, percentage of satisfied customers, score trends by conversation, and more.
Handle time - Measure handle times for teams and agents in Inbox and spot daily trends.
Resolved conversations - Dive deeper into the conversations resolved by your teams in Inbox and spot trends across channels, platforms, languages, and more.
Response and resolution time - Dive deeper into the resolution and response time of your teams in Inbox, including average first response and conversation times, first response time and conversation response time SLAs, and durations for resolutions and responses.
Agent availability & utilization - Review all agents' or an individual agent's total available time, or percentage of their overall utilization, by day.
SLA - Measure service-level agreement (SLA) performance by all SLA events, first response time, or conversation response time.

You can view data for a specific time frame, customize your report and metric tiles, and share and export your report. Learn how to do more with your Analytics reports.

Go to Analytics.
Select Create a report.
Select Inbox.
Select from one of the following reports, and then select Create report. (Some options are restricted by plan type.)

Overall summary -Analyze the success metrics in this report to get an overview of your team’s performance, including how many conversations they've resolved, how much time they've spent on each, and more.
Team overview - Keep track of handle time, no-reply time, cherry-picking time, and more metrics relevant to your team's performance.
Agent overview - Review individual agent performance in Inbox, including available time, away time, replies sent, and more.
Volume: Conversations - Measure the volume of started and resolved conversations for your teams in Inbox and spot trends across channels, platforms, languages, and more.
Volume: Topics - Identify trends and key conversations by tracking the topics agents apply to conversations.
Volume: Messages - Measure the volume of messages for your teams in Inbox and spot trends across channels, platforms, tags, and more.
Volume: Tags - Monitor the tags applied to the messages in Inbox and spot trends.
Volume: Contacts - Measure the volume of unique contacts in Inbox and spot trends by channels, platforms, handle time, and more.
Customer satisfaction - Take a close look at CSAT survey results, including total surveys sent, average CSAT score, percentage of satisfied customers, score trends by conversation, and more.
Handle time - Measure handle times for teams and agents in Inbox and spot daily trends.
Resolved conversations - Dive deeper into the conversations resolved by your teams in Inbox and spot trends across channels, platforms, languages, and more.
Response and resolution time - Dive deeper into the resolution and response time of your teams in Inbox, including average first response and conversation times, first response time and conversation response time SLAs, and durations for resolutions and responses.
Agent availability & utilization - Review all agents' or an individual agent's total available time, or percentage of their overall utilization, by day.
SLA - Measure service-level agreement (SLA) performance by all SLA events, first response time, or conversation response time.

You can view data for a specific time frame, customize your report and metric tiles, and share and export your report. Learn how to do more with your Analytics reports.

Learn more

Title

Analyze your Inbox performance

URL Name

inbox-analytics-report