Overview
Inbox reports break down volume, response time, and resolution data per channel — WhatsApp, email, SMS, Instagram DM, Messenger, Telegram, TikTok DM, voice, and web chat — so you stop averaging WhatsApp speed against email backlog. Built for support leads and ops managers who need to know which channel is leaking conversations, which agent is carrying the queue, and where Captain AI is deflecting versus escalating. Filter by team, label, or date range, then export the numbers to defend headcount or shift coverage.
- Split conversation volume by each of the 9 channels
- Track first response time and resolution time per inbox
- Compare agent load, CSAT, and reply quality side by side
- Measure Captain AI deflection rate and human handoff points
- Filter reports by team, label, contact, or date range
- Export any report to CSV or schedule weekly email digests
- See hour-of-day heatmaps to plan agent shift coverage
How it works
Pick an inbox and range
Open Reports, choose one channel or compare several, and set the date range. Defaults to the last 30 days.
Drill into the metric
Click any chart to see the underlying conversations, agents, or contacts behind the number. Every metric is traceable back to the source thread.
Export or schedule
Download CSV for finance reviews, or schedule a recurring email digest to your team lead, ops manager, or client.