See at a glance which customers are waiting, how quickly your team answers, and when customers write in, so you can act on waiting conversations and plan who's on when.
To open it, click Performance at the top right of Inbox.
Choose a period
Select Last 7 days, Last 30 days or Last 90 days. The arrows next to each number compare it with the previous period of the same length.
Right now
These numbers show what's waiting on your team at this moment, whatever period you select.
Waiting for our reply: conversations where the customer is waiting on you, including how many have waited more than a day.
Longest wait: how long the oldest waiting customer has been waiting.
Unassigned: active conversations nobody has picked up.
Waiting on customer: conversations where you've replied and are waiting for the customer.
Snoozed: conversations that are temporarily hidden.
Tip: start here every day. If "Longest wait" or "Unassigned" is high, someone needs to pick those conversations up first.
For the selected period
New conversations: how many conversations started.
Median first response: the typical time until a customer got the first reply.
Got a reply: the share of waiting customers who got a reply.
Closed: how many conversations were closed.
Median time to close: the typical time from start to close.
Closed with one reply: the share of conversations solved with a single reply.
Reopened: the share of closed conversations where the customer wrote again.
Charts
Coming in and getting closed: new and closed conversations per day. When the line for new conversations stays above the closed line, your queue is growing.
How long customers waited for a first reply: conversations grouped by wait time, from under 1 hour to over 24 hours, plus those with no reply yet.
Where conversations come from: conversations pushed in from a return compared with customer emails, and the share linked to an order.
When customers write in: new conversations by weekday and hour. Use it to plan who's on when.
Team
For each team member, you'll see the replies they sent, the conversations they closed, and their median first response time for the conversations they answered first.
What's included
Performance shows everything that happens in yayloh Inbox: conversations, replies and closes. The "Right now" section always shows the current state, whatever period you select.
Tickets in Zendesk or Gorgias, and replies sent from your own mailbox, happen outside Inbox, so they don't appear here.
Tip: always reply from Inbox, not from your own mailbox. That way the whole conversation stays in one place, and your numbers stay accurate.