Inbox Chats Dashboard
The Inbox Chats report offers a comprehensive overview of ticket management and activity within the system. It includes detailed metrics such as Ticket Status Split by Day, providing insights into the daily evolution of ticket statuses.
The Ticket Status Split section offers a snapshot of the distribution of ticket statuses across all tickets. Users can also monitor real-time ticket activity with Active Open Tickets in the Last Hour. Open Tickets by Day provides a trend analysis of open tickets over time, while Tickets Created by Day offers insights into ticket creation patterns.
Additionally, the report includes the Deflection Rate, measuring the effectiveness of self-service options in resolving customer issues without agent assistance.
Inbox Chat Report KPIs
| KPI | Description |
|---|---|
| Ticket Status Split by Day | Displays the status of support tickets on a daily basis. It helps in monitoring the progress and resolution of tickets over time, identifying trends, and managing workload. |
| Ticket Status Split | Categorizes tickets based on their current status (e.g., open, in-progress, closed). It provides a snapshot of the overall status distribution of tickets, aiding in resource allocation and prioritization. |
| Active Open Tickets in the Last Hour | Shows the number of tickets that are currently open and were active within the last hour. It helps in assessing the immediate workload and urgency of issues needing attention. |
| Open Tickets by Day | Tracks the number of open tickets each day. It helps in understanding daily ticket volume and trends, which can inform staffing and process improvements. |
| Tickets Created by Day | Displays the number of new tickets created each day. It provides insights into the volume of incoming issues and helps in forecasting support demand. |
| Deflection Rate | Measures the percentage of user inquiries that are resolved by automated systems or self-service options, preventing the creation of a ticket. A higher deflection rate indicates effective use of self-service resources, reducing the load on support staff. |
Inbox chat filters
You can filter Inbox Agent Performance Data with two filters: date and ticket priority.
- Date filter: This allows you to focus your analysis based on specific date ranges
- Ticket priority filter: This allows you to customize the dashboard based on ticket priority according to urgency or importance.
- Date and time mentioned in Inbox reports follow the timezone configured for your AI agent (bot).