Overview report

Overview

As the homepage for analytics, the Overview report provides summary-level team communication insights displayed through customizable sections, described below. The report helps you understand changing business conditions so you can make decisions. They can be used to identify trends, measure the impact of your team efforts, and more.

To learn more about when and why to use this report for your team, click here.


Report sections

Main Metrics cards

Features

  • The Main Metrics cards features up to four metrics of your choosing from the full list of metrics to create a dashboard relevant to your work.
  • Click the gear icon at the top right of this section to select which metrics you want to display, listed below.
  • Click on each metric to see the metric details; how it was calculated and which conversations were counted into the metric.

List of metrics

  1. Reply time
  2. First reply time (avg)
  3. Handle time (avg)
  4. Message received
  5. Active conversations
  6. Archived with reply
  7. Archived conversations
  8. Messages sent
  9. New conversations

Changes Over Time chart

Features

  • The Changes over time bar graph that shows the changes in several key metrics over time.
  • Click the dropdown menu and choosing the metric you want to chart, listed below.
  • Hover on a bar to see more details about it.
  • Click on a bar to see the metric details; how it was calculated and which conversations were counted into the metric.
  • Click Compare to previous period to quickly compare the data to the previous period of the same length.
  • Depending on the date range selected, this chart will display by hour, week, day, or month.

List of metrics

  1. Messages received
  2. Reply time
  3. First reply time
  4. Handle time
  5. Messages sent
  6. New conversations

Reply Time chart

Features

  • The Reply Time doughnut chart and the key below help you understand what proportion of conversations were replied to for each reply time increment you've defined.
  • Click the dropdown to choose whether to display Reply times or First reply times.
  • To configure your reply time buckets, click the gear icon to open the Configure menu. Enter your time increments, and click Apply.
  • Click on any bar in the chart to see the metric details, allowing you to view which conversations were counted into the metric.

List of metrics

Team list

 

Features

  • The Team list will display a list of teammates and the key increases and decreases per specific metric.
  • Open the dropdown list to toggle to the different metrics, listed below.

List of metrics

Top Tags list

Features

  • The Top tags list displays a list of the most popular tags used, the number of Active conversations associated with the tag during the time period, and the percentage change compared to the previous period.
  • Click on the tag to see the metric details; how it was calculated and which conversations were counted into the metric.
  • Click the Go to Tags link at the bottom of the list to go to the Tags section to directly manage your tags.

List of metrics


Instructions

Set up a new report view by following this guide.

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