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.

Turn on or off agent access to Real-time insights

In Inbox, select Settings, select 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.

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.