Workload
How much came in, day by day, over any range, plus a weekday-by-hour heatmap of your busiest times and a split by inbox. Useful for the “do we need cover on Monday mornings?” conversation.
Reports and SLAs
Know how you’re doing, before the customer tells you.
Set the response times you’ve promised, watch them live on the dashboard, and get four straight answers at the end of the month: are we hitting our targets, how much is coming in, who’s carrying it, and what’s still open.
Targets per inbox, live on the thread.
Each inbox gets its own promise: how quickly you’ll first respond, and how quickly you’ll resolve. Conversations approaching the limit are badged at risk in the list; ones past it are badged as a breach. You see it while you can still do something about it.
- First-response and resolution targets, set in minutes per inbox
- Leave a target blank and that metric simply isn’t measured
- Optionally only count time waiting on us. The clock pauses once you’ve replied and the ball is with the customer
- Live at-risk and breach badges on the dashboard, not just in a monthly report
The SLA report.
Pick a date range and see every measured conversation sorted into four buckets: on time, first response late, closed late, or both missed. Then break it down by inbox.
- Met, late and still-pending counts for both first response and resolution
- p50 and p90 times per inbox: the typical case and the tail, not a misleading average
- Measured in whichever timing mode that inbox chose
- Inboxes with no SLA set are left out rather than scored against nothing
Volume, people, and what’s still sitting there.
All four reports take a date range and an inbox filter, so you can look at the whole account or one team.
Agent performance
Per teammate: replies sent, conversations closed, how many they’re holding right now, and their median first-response and resolution times. Medians, so one marathon thread doesn’t distort the picture.
Open backlog
A right-now snapshot: how much is open, how much of it is unassigned, and how old it is (under a day, one to three days, three to seven, and over a week), split by inbox and by assignee.
SLA performance
Met, late and pending against your targets, with p50 and p90 times per inbox and a headline breakdown of what went wrong where.
Volume figures that survive housekeeping. New conversations are written to a separate, durable ledger as they arrive. Delete a thread, or let retention expire it, and your historical volume numbers stay intact, so last quarter’s report says the same thing next year as it does today.
Account-wide, or just your team.
Admins get all four reports across every inbox. Inbox managers get the same four reports, scoped to the inboxes they actually run. Same numbers, same filters, nothing they shouldn’t see.
- Date-range and inbox filters on every report
- Agent performance shows a manager only their own team
- No separate BI tool, no exports to reconcile
Put a number on it.
We’ll set up your targets on the call and show you what the reports would say.