Monitoring dashboard

The monitoring dashboard aims at helping Managers to better understand Inbox health and team capacity in real-time.

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Access

The Monitoring Dashboard can be accessed from going to Inbox > Monitoring: Or from the Reports tab then heading to Monitoring:

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Permission

The Monitoring Dashboard belongs to the “Reporting” permission setting. Admins can control who has access to the dashboard from the permission settings page for roles. Roles with the Reporting permission set to View or Manage will be able to access the Monitoring Dashboard.

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Dashboard structure

The Monitoring Dashboard is split into two main sections - Inboxes and Users, allowing managers to decide what they want to monitor at any given time. You can switch between the two sections by clicking on Inbox or Users at the top of the page The two sections have similar structure. Inboxes Section: Users Section:

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Refresh rate

The metrics are refreshed automatically every 60 seconds while this is your active browser tab. The top left corner of the Dashboard will indicate when the dashboard is refreshing the new metrics

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Global dashboard settings

From the top right corner, admins can control their metrics view using the global dashboard settings: The configurable metrics are:

Setting	Description	Default value
Metric Aggregation	The type of aggregation used to calculate Response Times	Average
Inactivity	If enabled, conversations that have been inactive for more than 24hrs will be considered as a new conversation. Consequently, replies sent to those conversations, will be considered as first replies.	On
Chatbots	Whether to include messages sent by Chatbots in Response Time calculations	Off
Outbound	Whether to include messages sent by Campaigns, Sequences, and HubSpot Workflow in Response Time calculations	Off
Working Hours	Controls whether the user’s primary team schedule is taken in consideration when calculating Response Times.	Off

Note: **Any change to the settings affects both the ‘Inboxes’_, _and the ‘Users’ sections, as well as the summary cards. **Note: **When Working Hours is enabled, the user’s primary team schedule will be taken in consideration when calculating Response Times. For example, if the user’s team schedule is between 9:00 AM and 5:00 PM, and a message has been received at 6:00 AM and have been replied to at 10:00 AM. Then the response time in this case will be 1 hour, which is the overlap between the team’s working hours and the reply interval.

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Section-specific settings

There are some settings by which you can control the data specific to a certain section (Inboxes or Users)

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Inbox: Filters

Under the Inbox section, there are four different filters that you can apply to zoom further into the metrics

Filter	Value	Description
Period	5 mins, 15 mins, 30 mins, 1 hour, 4 hours, 8 hours, 12 hours, 24 hours	The time limit to apply to some of the metrics. This only affects Response Times and Closed Conversations
Team	One of your workspace teams	The teams to calculate the metrics for. A conversation belongs to a team if its assignee belongs to that team
Channel	One of your connected channels	The channel to calculate the metrics for. Only conversations that belong to selected channels will be considered
Conversation Tags	One of the available tags	Conversations that are tagged with certain tags are taken in consideration.

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Users: Filters

Under the Users section, there are four different filters that you can apply to zoom further into the metrics

Filter	Value	Description
Period	5 mins, 15 mins, 30 mins, 1 hour, 4 hours, 8 hours, 12 hours, 24 hours	The time limit to apply to some of the metrics. This only affects Response Times, Messages per conversation, and Messages per other’s conversations.
Team	One of your workspace teams	The teams to calculate the metrics for. A conversation belongs to a team if its assignee belongs to that team
Channel	One of your connected channels	The channel to calculate the metrics for.
Roles	One of the available roles	Users that have a specific role, e.g. Admin or Member

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Removing metrics from the table

You can remove some metrics from the table if they are unwanted, simply hover over the column name, click on the down arrow to open the menu, and select Hide from table

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Adding more metrics to the table

Not all metrics are shown by default, you can choose to preview more columns by clicking on the (➕) button at the end of the table, then choosing which metric you would like to add

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Metrics: Inboxes

To monitor Inboxes, admins can view the ‘Inboxes’ **tab in the dashboard. The available metrics are:

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Opened conversations

The total number of currently ‘open’ conversations that belong to this inbox.

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Closed conversations

The number of ‘closed’ conversations belonging to this inbox has been closed in the selected period.

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Idle

The number of conversations that are considered ‘idle’. Idle conversations are conversations that haven’t received messages for more than the idle threshold. You can configure the idle threshold separately as part of your workspace settings.

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Unassigned

Number of conversations belonging to the inbox, but not yet assigned to a teammate. Team assignments are irrelevant here.

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Waiting for the first reply

The number of conversations belonging to this inbox that haven’t received any reply. This reply could be from a human agent or a bot, for instance, if a customer sends a message and the bot responds to the conversation. In this case, the conversation won’t be counted as waiting for an answer. However, if the customer sends a message after the bot has finished its flow and the agent hasn’t replied, the conversation will be counted as waiting for an answer.

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Waiting for answer

The number of conversations in this inbox that are awaiting a response. This reply could be from a human agent or a bot, for instance, if a customer sends a message and the bot responds to the conversation. In this case, the conversation won’t be counted as waiting for an answer. However, if the customer sends a message after the bot has finished its flow and the agent hasn’t replied, the conversation will be counted as waiting for an answer.

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Following up later

The number of conversations in an inbox that are currently set to follow up later.

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Response time

An aggregation of the time it takes users/bots to send replies to conversations belonging to the inbox. The response time is calculated when an outbound message is sent and based on the time it took to respond to the last inbound message sent by the customer.

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First Response Time

An aggregation of the time it takes users or bots to respond to the first inbound message in a conversation session belonging to the inbox. The response time is calculated when an outbound message is sent and based on the time it took to respond to the first inbound message sent by the customer in a conversation session. A conversation session is initiated after a conversation is opened or it counts inbound messages sent after 24 hours of the last interaction. This is configured through dashboard settings. This is only for the first message after a conversation was marked as ‘Solved’ or after 24 hours of last interaction (customer-service window) based on the settings.

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Metrics: Users

To monitor Users, admins can view the ‘Users’ **tab in the dashboard. The available metrics are:

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Availability

Current status of the user (Active or Away)

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Role

The role assigned to the user

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Primary Team

The primary team of the user

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Joined since

The join date of the user

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Notes sent

The count of notes sent by a user

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Idle

The number of conversations assigned to the user that are considered ‘idle’. Idle conversations are conversations that haven’t received messages for more than the idle threshold. You can configure the idle threshold separately as part of your workspace settings.

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Following up later

The number of conversations assigned to the user that are currently set to follow up later.

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Response Time

An aggregation of the time it takes a user to send replies to an inbound message. An outbound message is considered a reply if it was the first message sent after an inbound message. For instance, if a customer sends a message, but a bot takes over the conversation, and then an agent sends a message after the conversation ends, that message won’t be counted as a reply to the inbound message. The response time can be configured to exclude team members off times depending on their primary team schedule, this option can be configured from dashboard settings.

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First Response Time

An aggregation of the time it takes a user to send a first reply to conversations session in the selected period. An outbound message is considered a reply if it was the first message sent after an inbound message. For instance, if a customer sends a message, but a bot takes over the conversation, and then an agent sends a message after the conversation ends, that message won’t be counted as a reply to the inbound message. The response time can be configured to exclude team members off times depending on their primary team schedule, this option can be configured from dashboard settings.

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Waiting Time

An aggregation of the time the customer waited for a response in conversation assigned to the user. The response can be from a bot or a user. This is similar to response time but it doesn’t take into account the agent schedule.

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First Waiting Time

An aggregation of the time a customer waits for a response to their first message in a conversation session assigned to them. The response can be from a bot or a human. This metric is similar to response time but doesn’t consider the agent’s schedule. A conversation session is counted after a conversation is opened or after 24 hours from the last interaction. This information can be confirmed through the monitoring dashboard settings.