Account Owner or Admin access level is required.
What Analytics covers
Analytics covers external Help Desk channels only: email, live chat and phone. Team Chat, internal note threads and Meetings are not counted anywhere in the module. The dashboard is view-only, so figures cannot be exported.
How Analytics works
Inbox records what happens in your external Help Desk channels: conversations created, replies sent, conversations closed, reopened and snoozed.
You choose a date range and, if you want, the channels you want to look at.
Analytics recalculates the whole screen for that selection: volume, response times and resolution times.
Two views split the same data. "Overall" shows the organization as a whole. "Teammates Support" shows how the work was spread across your team and whether the queue is growing.
Who can access Analytics
Members: teammates with the Member access level do not have access to Analytics.
Plans: every plan, Free included. The only difference between plans is how far back you can look.
Free and expired plans: the date range is limited to the last 90 days.
Phone: phone numbers appear in the channel filter only if your organization has the Phone channel enabled.
Opening Analytics
Click the "Analytics" icon (bar chart) in the main navigation rail.
Analytics always opens on "Overall".
Switch between views in the left panel.
Set the period and the channels in the filter bar at the top of the screen. The view title sits on the left, the date range selector and the channel filter on the right.
Analytics opens on "Overall", "Last 30 days" and "All channels". The date range and the channel selection follow you between views and reset when you leave Analytics.
Setting the date range
The button shows the dates you are actually looking at, not the name of the preset, for example Jul 2 to Jul 31.
Available presets: "Today", "Yesterday", "Last 7 days", "Last 30 days", "Last 90 days", "Last 6 months", "Last 12 months" and "Custom range".
To set your own period, click the start date and the end date in the calendar, then click "Apply".
A few things to keep in mind:
Every range is a calendar range, not a rolling 24-hour window, and it always includes the current, unfinished day. "Today" starts at midnight.
Day boundaries follow your browser's time zone and weeks start on Monday. Two people in different time zones can see slightly different numbers for the same preset.
On Free plans, presets longer than 90 days are greyed out and the calendar blocks earlier dates.
Filtering by channel
The channel filter narrows every number on the screen to the addresses and numbers you select.
The button reads "All channels" when nothing is filtered out, and "Channel (N)" when it is, where N is the number of selected addresses or numbers. Hover over it to see which ones.
Channels are grouped into "Email" (shared inboxes and your own domain addresses together), "Live Chat" and "Phone". A group with two or more channels expands into one row per address or number.
Clearing the last selected channel brings the filter back to "All channels", so the selection can never be empty.
Every channel you have fully set up is listed, including channels that later stopped working.
If you have no channels connected yet, the dropdown links to the Shared Inboxes and Live Chat settings.
Overall view
Overall answers two questions: how much support work there was, and how quickly your organization handled it. Reading from the top, you get a row of tiles, a trend chart, response time tiles and two volume charts.
Summary tiles
"New Conversations": conversations created in the selected period.
"Replied": conversations that received at least one reply to the customer in the period.
"Closed": unique conversations closed in the period.
"Median Time to Resolution": the median time from the start of a conversation, or from its most recent reopen, to the moment it was closed.
"New vs Closed conversations": new and closed conversations over time.
Response time tiles
"Median First Response Time": from the customer's first message to the first reply.
"Median Next Response Time": from a customer message to the next reply, for every exchange after the first response.
"Median Conversation Duration": from the first message to the final close, including the time the conversation spent reopened. This is what makes it different from Time to Resolution.
Volume charts
"Closed vs. Reopened": unique conversations closed and reopened at each point, so you can see whether your closes hold. A Reopened line flat near zero is a good result, not a broken chart.
"Conversations and replies": conversations replied to and replies sent at each point, which shows how much work a single conversation costs. Replies sent is normally several times higher.
Chart points are daily for ranges shorter than 365 days and weekly, Monday to Sunday, from 365 days up. Weeks at the edges of the range can be partial, and the tooltip always shows the exact dates.
Teammates Support view
Teammates Support shows how the work was spread across your team and whether the queue is growing.
Tiles
"Conversations replied to": conversations your team replied to in the period.
"Replies sent": replies sent to customers. Internal notes never count.
"Closed conversations": unique conversations closed in the period.
"Reopened conversations": unique conversations reopened in the period.
"Median Time to Resolution": as on Overall.
"Average Time to Resolution": the only average in the module, so it usually sits above the median. Multiplied by the number of conversations it gives you the total calendar time your conversations took, which helps with staffing. It is not a measure of hands-on working time: like every duration here, it includes nights, weekends and snoozed time.
"Median First Response Time": as on Overall.
Charts
"Open and Snoozed conversations": each point is the state at the end of that day, or the end of that week on weekly charts. Today's point is the state right now. An Open line that rises while volume stays flat means the team is short-handed. Moving conversations to Spam or deleting them lowers the line without a close.
"Closed vs. Reopened": the same chart as on Overall, always for the whole organization.
Performance by teammate
"Teammate": avatar and name.
"Conversations assigned": unique conversations assigned to this teammate at any point in the period. A conversation passed between two people counts for both, so this column can add up to more than the organization total. Assignments to a team, and unassignments, do not count.
"Conversations replied to": conversations this teammate replied to.
"Replies sent": replies this teammate sent to customers.
"Closed conversations": unique conversations closed while assigned to this teammate.
"Median Time to Resolution": for conversations closed while assigned to this teammate.
"Median First Response Time": for conversations where this teammate sent the first reply.
Click any numeric column header to sort by it. The table is sorted by "Closed conversations", highest first, which keeps rows with no activity and rows of deleted users at the bottom.
Every current teammate has a row, including teammates with no activity in the period. Pending invitations do not. Deleted accounts appear as "Deleted user", one row each, if they had any activity in the period.
How the numbers are counted
These rules apply to every view. All times are wall-clock time: nights, weekends and snoozed time are included, and there are no business hours.
Volume counts unique conversations. A conversation closed twice in the same period counts once under Closed, and a conversation closed and later reopened still counts as closed, because the metric counts the act of closing, not the state at the end of the period. On charts, uniqueness is counted separately for each point.
New means created. A reopened conversation is never counted as new.
Customer replies reopen conversations. A customer who replies to a closed conversation reopens it automatically, and that counts as a reopen. The end of a snooze does not.
Replies are credited to whoever sent them. Internal notes are not replies: they never count as replies and never stop the First Response Time or Next Response Time clock.
Closes are credited to the assignee at the moment of the close. Reassigning a conversation later never moves past credit, and a conversation assigned to a team rather than a person is not credited to anyone.
A measurement belongs to the period of the event that ends it. A first reply sent in July is a July First Response Time sample even if the conversation started in June. Finished periods therefore do not change afterwards.
Time to Resolution restarts on a reopen. It is measured from the creation of the conversation, or from its most recent reopen, to the close, and each close gives one measurement.
Spam is excluded from every metric. A conversation you recover from Spam comes back with its original timestamps.
Bulk actions count exactly like single actions. Assigning, closing, reopening, snoozing or replying in bulk gives the same numbers as doing it one conversation at a time.
Conversations nobody replied to are not part of the First Response Time median. If the median looks good while customers are waiting, compare "New Conversations" with "Replied" on the same screen.
Important notes
A new action may take a minute to show up. Change a filter or reopen the view to refresh the results. Analytics does not refresh itself while you watch it.
When there is no data in the period, tiles show a dash and charts say there were no conversations in that period.
Colleagues can see different numbers for the same preset. Day boundaries follow each person's browser time zone, so compare the dates shown on the date range button rather than the preset names.
The "Closed conversations" column can add up to more than the "Closed" tile. If two teammates closed the same conversation at different times, both are credited for it.
The Open line can drop even when nobody closed a conversation. Conversations moved to Spam or deleted leave the queue without being closed.
Deleting a conversation or a channel removes its data from Analytics, so figures for past periods can shift slightly afterwards.
If you need any further assistance, feel free to reach out to our Customer Support Team, available 24/7. We're always happy to help!