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 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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