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      Inbox Report Glossary

      Making heads or tails of your Analytics is key to understanding your success and identifying areas of improvement, as well as making it easier to shout about your amazing ROI. We’ve put this glossary together to ensure every bit is easy to digest.


      • Inbound Messages - This is the total number of public comments or mentions and private or direct messages received for the reported time period.
      • From Customers - This is the total number of different people who posted a public comment or mention, or messaged you directly or privately.
      • Our Replies - This is the total number of public comments and direct or private messages you sent in the reported time period.
      • Average Response Times - This tells you the average time for a customer to receive a reply across all inbound messages.

       

      • Total Conversations  - This is the number of public posts you have published from the selected accounts.
      • Average Total Messages  - This shows the average number of inbound messages and outbound replies sent across all conversations.
      • Average Total Replies - This tells you the average number of outbound replies you sent per conversation.
      • Average Replies per Message - This tells you the average number of inbound messages you received in response to your outbound replies per conversation.
      • Average Conversation Length - This tells you the average number of inbound messages and outbound replies sent across all conversations, divided by the total number of conversations. 
      • Average First Response Time - This tells you the average time for a customer to receive a reply to their first inbound message.
      • Average Handling Time - This tells you the average time from a customer receiving their first reply to a conversation being resolved.
      • Average Resolution Time  - This tells you the average time from a customer sending their first inbound message to a conversation being resolved.

       

      • Inbound Messages  - This is the total number of public comments or mentions and private or direct messages received each day.
      • Replies - This is the total number of outbound replies sent by you each day.
      • Unactioned - This tells you the average time from a customer sending their first inbound message to a conversation being resolved.

       

      • Inbox Sentiment - These figures show the sentiment of the inbound public comments or mentions and private or direct messages received for the reported time period

       

      • Engagement Times - This graph shows the best times for engagement based on the inbound messages you've received. The one-hour window where you received the most messages in the reported time period will have a score of 100, with all other posts scored as a percentage of this peak. It's simple once you know!

       

      • Team Performance - This tells you the number of people that sent you messages, how many messages they sent and how your team responded - pretty nifty!
      • Assigned Messages - The shows the number of inbound messages that were assigned to this team
      • Actioned Messages - The shows the number of inbound messages that this team has responded to or marked as actioned
      • Replies Sent - This tells you the number of outbound replies this team sent
      • Av. First Response - This tells you the average time for a customer to receive a reply from this team to their first inbound message
      • Av. Response Time - This tells you the average time for a customer to receive a reply from this team across all inbound messages
      • Av. Handling Time - This tells you the average time from a customer receiving their first reply to this team resolving the conversation
      • Assigned Conversations - The shows the number of conversations that were assigned to this team

       

      • Assigned Messages - The shows the number of inbound messages that were assigned to this user
      • Actioned Messages - The shows the number of inbound messages that this user has responded to or marked as actioned
      • Replies Sent - This tells you the number of outbound replies this user sent
      • Av. First Response - This tells you the average time for a customer to receive a reply from this user to their first inbound message
      • Av. Response Time - This tells you the average time for a customer to receive a reply from this user across all inbound messages
      • Av. Handling Time - This tells you the average time from a customer receiving their first reply to this user resolving the conversation
      • Assigned Conversations - The shows the number of conversations that were assigned to this user
      • Resolved Conversations - The shows the number of conversations that were resolved by this user

       

      • Response Time SLAs - This graph will show how many messages were responded to within the SLA times set at the bottom of the Inbox Settings page. The chart underneath will break these responses down per user.