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  Article updated: March 19, 2023

Monitor your Real-Time Insights data

Audience: Inbox 2.0 agents

You can use the Real-Time Insights bar to keep track of your own performance in the queue. Find Real-Time Insights above the conversation view by selecting the small arrow . Select the arrow again to collapse it.

The Real-Time Insights bar, with sample agent data.

The Real-Time Insights bar refreshes every 5 minutes and shows data from the past 12 hours. It includes these metrics:

  • With reply - The number of conversations you resolved with at least one outbound message in the last 12 hours.
  • Without reply - The number of conversations you resolved with no outbound messages in the last 12 hours.
  • Replies sent - The total number of replies you sent in the last 12 hours.
  • Available time - The total time you were available during the last 12 hours.
  • Away time - The total time you were away during the last 12 hours.
  • Conversations/hour - The number of conversations you resolved with at least one outbound message, divided by your total available time, during the last 12 hours.
  • Average handle time - The average time you spent working on a conversation.
  • Average CSAT score - Your average customer satisfaction score.

 

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