Measure inbox performance
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Updated: Jun 18, 2026
Response times, resolution and per-agent workload.
Quick answer
The Analytics view inside the inbox tracks conversation volume, first response time, resolution time and per-agent workload. Frame every metric with the date-range selector and compare periods.
- Conversations: how many were opened, and how the volume trends over the period.
- First response time: how long customers wait for the first human reply. The single best proxy for inbox health.
- Resolution time: from first message to the conversation being closed.
- Per-agent view: conversations handled and response times per teammate.
Use the date-range selector (Today, Yesterday, Last 7 / 30 / 90 days, or a custom range) to frame every metric. Comparing week over week is usually more useful than staring at a single day.
Tip If first response time creeps up, check the Inquiring tab. It usually means conversations are sitting unclaimed, not that replies are slow once someone owns them.
Common questions
Does the bot count toward first response time?
No. First response time measures the first human reply, so enabling the bot does not flatter the metric.
Can I see one agent’s numbers only?
Yes, the per-agent table breaks every metric down by teammate for the selected period.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.