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  Article updated: December 04, 2023

Give agents access to real-time insights

Let agents track their own performance data with Real-time insights. They can see their reply statistics, available time, average CSAT score, and more.

Audience: Enterprise Inbox 2.0 admins with Advanced Inbox. Want more Hootsuite features? Upgrade your plan.

Turn on or off agent access to Real-time insights

In Inbox 2.0, Admin settings, expand Agent workspace, and select Real-time insights to turn this feature on or off for your agents.

Insights available to agents

Agents can see Real-time insights in the conversation view. The data refreshes every 5 minutes.

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

Agents will see the last 12 hours of data for the following metrics:

  • With reply - Number of conversations resolved with at least one outbound message.
  • Without reply - Number of conversations resolved with no outbound messages.
  • Replies sent - Total number of replies sent.
  • Available time - Total time available.
  • Away time - Total time away.
  • Conversations/hour - Number of conversations resolved with at least one outbound message, divided by the total available time.
  • Average handle time - Average time spent working on a conversation.
  • Average CSAT score - Average customer satisfaction score. Learn more about CSATs.


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