Read inbox and team reports

Use reports to understand conversation volume and how your team handles it, then compare like-for-like periods.

Before you start

You need report access and enough conversation activity in the period being reviewed.

Steps

1. 1

   Select a period

   Open Reports and choose a clear date range, noting the account time zone.

2. 2

   Set the scope

   Apply inbox, team, or agent filters when available so unlike groups are not mixed.

3. 3

   Read the metrics

   Review conversation, response, and resolution measures using each report’s displayed definition.

4. 4

   Compare and follow up

   Compare a similar period, note meaningful changes, and inspect underlying conversations for context.

Check the result

You can state the period, filters, and metric behind any operational conclusion.