Monitor your performance in Inbox 2.0

You can use the Real-time insights bar to keep track of your performance in Inbox 2.0. Select the small arrow above the conversation view to show and hide real-time insights above the conversation view.

The Real-time insights bar refreshes every 5 minutes and shows your data from the past 12 hours. It includes the following metrics for the past 12 hours:

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