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What you can do
Find the measures that answer a specific question about your support operation. Where to find it: Reports; Analytics → Explore and Metric definitionsBefore you start
- Report access to the inboxes you want to measure.
Steps
1
For a quick overview, open Reports and choose the date range and inbox. Compare daily conversation volume and current backlog.
2
For a detailed question, open Analytics → Explore and choose a metric, grouping, filters, time interval and timezone.
3
Run the query and read its freshness and coverage notes before interpreting the result.
4
Open Metric definitions to check what the measure counts and which events start or end its timing.
5
Save a useful report for repeat use. Compare like-for-like periods and inboxes when discussing changes with your team.
Example
Group new conversations by day to decide which weekdays need more staff.Things to know
- Backlog is work remaining; it is different from the number of conversations created during a period.
- Active handling time measures recorded active work and is not the same as time elapsed until resolution. Use its dedicated view and coverage notes.
What happens next
You can explain what each result measures and whether its data is complete enough for your decision.
If something goes wrong
Related guides
Save, export and schedule reports
Reuse a report and share its permitted results in a useful file format.
Find recurring problems and review outcomes
Connect repeated customer issues to actions your team can take.