Use Inbox Analytics to Better Understand Inbox Performance

The SlickText Inbox analytics dashboard provides an understanding of your one-on-one conversation activity and performance. Get a snapshot of key inbox data, such as the number of open, pending, or unread conversations. See data by assigned team member or applied tag. See how well, often, and fast team members are engaging in conversations. Find out the most common days and times your contacts are sending you messages. To learn more about SlickText’s Analytics, click here.

Find Inbox Analytics

1. Log In to SlickText. 
2. In the left navigation menu, click Analytics to expand the menu, then select Inbox.

Key Metrics

Open Conversations

Displays the current total number of open conversations in the inbox regardless of who they are assigned to. Click to navigate to all open conversations in the inbox.

Pending Conversations

Displays the current total number of pending conversations in the inbox regardless of who they are assigned to. Click to navigate to all pending conversations in the inbox.

Unassigned Conversations

Displays the current total number of unassigned conversations in the inbox. Conversations must have the open or pending status to count. Click to navigate to all unassigned conversations in the inbox.

Unread Conversations

Displays the current total number of unread conversations in the inbox. Click to navigate to all unread conversations in the inbox.

Online Teammates

Displays the number of teammates currently online in the inbox. If you have auto-assignment turned on for online teammates only, these are the teammates available for assignment.

Away Teammates

Displays the number of teammates currently marked as away in the inbox. Teammates can set their own status. If you have auto-assignment turned on for online teammates only, these teammates are not available for assignment.

Offline Teammates

Displays the number of teammates currently marked as offline in the inbox. Teammates who are not logged into SlickText are automatically offline. Teammates can mark themselves offline as well. If you have auto-assignment turned on for online teammates only, these teammates are not available for assignment.

Conversations By Teammate

Displays the number of inbox conversations that are currently in the open or pending status broken down by who the conversation is assigned to. The pie chart and table show the same data, although the table also displays conversations by pending and open statuses.

Conversations By Tag

Displays the number by type of tag applied to inbox conversations that are currently in the open or pending status. The pie chart and table show the same data, although the table also displays conversations by pending and open statuses. Conversations that have more than one tag will be counted multiple times, once for each tag. Because of this, the numbers in these charts may not match other charts that display the total number of conversations.

Conversation Volume

Daily Conversations

Displays the number of conversations that were opened from a closed state (i.e., not moved from pending status to open status) broken down by the day and hour in which the conversation was opened. The more frequent the occurrence, the darker the box on the chart. Hover over the box to see the number of conversations opened during that time and day.

To select the date range for this chart:

1. Click the dropdown in the top right corner of the chart and select a time period.
2. Choose a predefined range, such as today, this quarter, or last month. 
3. Or, define a custom range, enter the date ranges, and click Update.
4. If desired, click on the 3 dots next to the date range dropdown and select Settings to change the frequency–this will define the time periods displayed on the x-axis.

Opened Conversations

Displays the number of conversations opened from a closed state (i.e., not moved from pending status to open status) during the specified time period. 

To select the date range for this chart:

1. Click the dropdown in the top right corner of the chart and select a time period.
2. Choose a predefined range, such as today, this quarter, or last month. 
3. Or, define a custom range, enter the date ranges, and click Update.
4. If desired, click on the 3 dots next to the date range dropdown and select Settings to:
   1. Change the frequency–this will define the time periods displayed on the x-axis. 
   2. Add a comparison–this will allow you to choose a time period to compare against.

Closed Conversations

Displays the number of conversations closed during the specified time period. 

To select the date range for this chart:

1. Click the dropdown in the top right corner of the chart and select a time period.
2. Choose a predefined range, such as today, this quarter, or last month. 
3. Or, define a custom range, enter the date ranges, and click Update.
4. If desired, click on the 3 dots next to the date range dropdown and select Settings to
5. Change the frequency–this will define the time periods displayed on the x-axis. 
6. Add a comparison–this will allow you to choose a time period to compare against.

Performance

Average First Response Time

Displays the average time to the first response for new or re-opened conversations during the specified time period. This only includes conversations that were opened as a result of an inbound message. This data does not include auto-responses, workflows, or campaign messages, but only includes text message responses sent from the inbox.

To select the date range for this chart:

1. Click the dropdown in the top right corner of the chart and select a time period.
2. Choose a predefined range, such as today, this quarter, or last month. 
3. Or, define a custom range, enter the date ranges, and click Update.
4. If desired, click on the 3 dots next to the date range dropdown and select Settings to:
5. Change the frequency–this will define the time periods displayed on the x-axis. 
6. Add a comparison–this will allow you to choose a time period to compare against.

Average Resolution Time

Displays the average time between when a conversation was opened and when it was closed during the specified time period.

To select the date range for this chart:

1. Click the dropdown in the top right corner of the chart and select a time period.
2. Choose a predefined range, such as today, this quarter, or last month. 
3. Or, define a custom range, enter the date ranges, and click Update.
4. If desired, click on the 3 dots next to the date range dropdown and select Settings to:
   1. Change the frequency–this will define the time periods displayed on the x-axis. 
   2. Add a comparison–this will allow you to choose a time period to compare against.

Average Handle Time

Displays the average time between when a conversation was initially assigned and when it was closed during the specified time period. 

To select the date range for this chart:

1. Click the dropdown in the top right corner of the chart and select a time period.
2. Choose a predefined range, such as today, this quarter, or last month. 
3. Or, define a custom range, enter the date ranges, and click Update.
4. If desired, click on the 3 dots next to the date range dropdown and select Settings to:
   1. Change the frequency–this will define the time periods displayed on the x-axis. 
   2. Add a comparison–this will allow you to choose a time period to compare against.

Team Performance

Performance by Teammate

Displays performance by individuals across several key indicators during the specified time period.

• Conversations Assigned - The number of times a conversation was assigned to the teammate.
• Conversations Closed - The number of times a conversation assigned to this teammate was closed. The conversation can be closed by another teammate or by automation.
• Avg. First Response Time - The average time to the first response from this teammate to new or re-opened conversations, regardless of who the conversation is assigned to. This only includes conversations that were opened as a result of an inbound message. 
• Avg. Resolution Time - The average time between when conversations were opened from a closed status and when they were closed. The clock starts as soon as the conversation is opened from a closed status.
• Avg. Handle Time - The average time between when conversations were initially assigned and when there were closed. The clock does not start until a conversation is assigned.

Tag Performance

Performance by Tag

Displays performance by tag across several key indicators during the specified time period.

• Conversations Tagged - The number of times this tag was applied to conversations.
• Conversations Closed - The number of times a conversation with this tag was closed. 
• Avg. First Response Time - The average time to first response to new or re-opened conversations with this tag. This only includes conversations that were opened as a result of an inbound message. 
• Avg. Resolution Time - The average time between when conversations with this tag were opened from a closed status and when they were closed. Conversations where the teammate was assigned when they were closed are included in the average.
• Avg. Handle Time - The average time between when conversations with this tag were assigned and when they were closed. 

Messaging Volume

Inbox Messages

Displays the number of inbox messages sent and received during the specified time period. This does not include messages sent as a result of workflows, campaigns, or auto-responses. Click on a legend item to temporarily hide it. Click it again to unhide it.

Messages shows a sum of all messages sent and received over the specified time period.

To select the date range for this chart:

1. Click the dropdown in the top right corner of the chart and select a time period.
2. Choose a predefined range, such as today, this quarter, or last month. 
3. Or, define a custom range, enter the date ranges, and click Update.
4. If desired, click on the 3 dots next to the date range dropdown and select Settings to change the frequency–this will define the time periods displayed on the x-axis. 

Daily Inbox Messages

Displays the number of inbox messages that were sent and received during the specified time period, broken down by the day and hour in which the messages were sent or received. The more frequent the occurrence, the darker the box on the chart. Hover over the box to see the number of conversations opened during that time and day.

To select the date range for this chart:

1. Click the dropdown in the top right corner of the chart and select a time period.
2. Choose a predefined range, such as today, this quarter, or last month. 
3. Or, define a custom range, enter the date ranges, and click Update.

If desired, click on the 3 dots next to the date range dropdown and select Settings to change the frequency–this will define the time periods displayed on the x-axis.