The Team Analytics Dashboard of Shared Inbox offers valuable insights to enhance and manage your team's communication effectively. This feature provides both individual and team-level metrics to help you track performance and drive improvements. Below is a detailed breakdown of the metrics available.
Note: You can switch between different shared inboxes using the dropdown option at the top right to see Analytics for each shared inbox.
Here’s a breakdown of the team-level metrics:
- AI Chabot Performance: Displays the number of chats handled, resolved and escalated by the chabot. Also shows AI replies per chat.
- Team Performance: Displays the average number of tickets received and solved per day by the team over the past month.
- Agent Performance: Displays the average number of tickets solved and unsolved per agent along with their first response time, time taken to solve and replies per ticket.
- Top Issues: Highlights the most common topics or problems customers are reaching out about helping teams quickly spot trends.