Inbox Performance Reports – Track Conversations & Response Metrics | ChatMaxima

Understanding the Inbox Report

1. What is the purpose of the Inbox section in Reports?

The Inbox section allows you to analyze performance metrics for conversations through specific inbox platforms, such as email, webchat, or social media. It helps track engagement, responsiveness, and resolution efficiency for each inbox.

2. What metrics are included in the Inbox report?

The Inbox report includes six key metrics:

• Conversations

• Incoming Messages

• Outgoing Messages

• First Response Time

• Resolution Time

• Resolution Count

All metrics are represented with bar charts for easy visual analysis.

3. How do I view reports for a specific inbox platform?

Use the Inbox dropdown at the top of the page to select a particular inbox platform. Then, choose a date range to view all conversation activity for that inbox.

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Understanding Each Metric

4. What does the “Conversations” report show?

This chart displays the total number of conversations handled through the selected inbox platform during the chosen date range.

5. What does the “Incoming Messages” report show?

This metric counts all messages received from users through the selected inbox platform. It reflects inbound communication activity.

6. What does the “Outgoing Messages” report show?

This shows the total number of messages sent via the selected inbox platform by agents or bots during the selected time period.

7. What does “First Response Time” indicate?

First Response Time represents the average time taken for an agent or bot to send the first reply after receiving a user message in the selected inbox.

8. What does “Resolution Time” indicate?

This metric shows the average time taken to resolve a conversation from start to finish via the selected inbox platform.

9. What does “Resolution Count” indicate?

Resolution Count shows the total number of conversations successfully resolved through the selected inbox during the chosen time period.

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Analyzing and Using the Data

10. Are all inbox metrics displayed as bar charts?

Yes. Each of the six metrics — Conversations, Incoming Messages, Outgoing Messages, First Response Time, Resolution Time, and Resolution Count — is represented as a bar chart.

11. Can I view multiple inboxes at once?

Currently, you can view metrics for one inbox platform at a time. You can switch between inboxes to compare their performance manually.

12. Why are some charts showing “0” values?

If a chart shows “0”, it means there were no conversations, messages, or activity recorded for that inbox during the selected date range.

13. Can I hover over the bars to see detailed values?

Yes. Hovering over a bar shows the exact numeric values and other details for that metric.

14. How frequently are inbox reports updated?

Reports update in real time, reflecting the latest messages and resolved conversations for the selected inbox.

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Troubleshooting & General Queries

15. Why isn’t any data showing for a specific inbox?

Ensure that:

• The selected inbox had conversations during the chosen date range.

• The correct inbox and date range are selected.

• You have permissions to view Reports data.

16. Are archived or deleted conversations included in inbox reports?

No. Deleted or archived conversations are excluded to maintain accurate reporting metrics.

17. Can I export or download inbox reports?

Currently, reports are view-only within the dashboard. Export options may be added in future updates.

18. Do inbox reports include both bot and agent conversations?

Yes. The metrics include conversations handled by both bots and human agents through the selected inbox.

19. Are time-based metrics shown in my local timezone?

Yes. All response and resolution times are displayed according to your account timezone settings.