Summary
The Overview section in Team Inbox provides a quick snapshot of key metrics, helping admins and dashboard viewers monitor ticket activity at a glance. It includes real-time counts of open and pending tickets, along with historical data on solved, expired, and missed chats. This guide explains what each metric represents and how you can use it to assess your team's workload and efficiency.
Instructions
What is the Overview Section?
The Overview section displays the total count of key ticket metrics in Team Inbox. These metrics help admins and dashboard viewers quickly understand the support workload and identify areas for improvement. The metrics are divided into real-time counts (Open, Pending) and historical counts (Solved, Expired, Missed Chats), based on the selected date range in Analytics.
Note: If you have connected multiple numbers, you can also view Team Inbox analytics for each number. Go to Analytics → Inbox Analytics, then select the number from the dropdown as shown in the screenshot.
Real-Time Ticket Counts
These metrics update dynamically and do not change based on the selected date range.
Open Tickets
The Open card shows the number of tickets that currently have an Open status.
This helps assess the current workload and identify how many customer queries still need attention.
Pending Tickets
The Pending card shows the number of tickets currently marked as Pending.
A ticket is marked as Pending when an operator has responded and is waiting for a customer reply.
This metric helps track ongoing conversations that require customer input before further action.
Historical Ticket Counts
These metrics change based on the selected date range in Analytics.
Solved Tickets
The Solved card shows the number of tickets that were marked as Solved within the selected date range.
It includes tickets resolved by both operators and bots, helping measure overall support efficiency.
Solved by Bot
This is a subset of the Solved count, displaying the number of tickets resolved automatically by the bot.
It includes tickets that were assigned to a bot when they were marked as solved.
Solved by Operator
This is another subset of the Solved count, showing the number of tickets resolved by human operators.
It reflects the workload handled by support agents.
Expired Tickets
The Expired card shows the number of tickets that expired 24 hours after the last customer message without being marked as solved.
A high number of expired tickets may indicate unresolved issues and the need for workflow improvements.
Missed Chats
The Missed Chats card is a subset of the Expired count.
It shows tickets that were assigned to an operator or bot but expired without any response.
A high missed chat count suggests that the team is struggling to respond to customer inquiries in time, requiring further investigation into workload distribution.
Clicking on Overview Cards
You can click on any Overview card (except those with a zero count) to open the corresponding chat list in Team Inbox.
However, if you are viewing data for a past time, the ticket status may have changed since then. Example:
A chat marked Solved two days ago appears in the Solved count for the past 7 days.
If the customer messages again, the chat status changes to Open.
Clicking on the Solved card will now display the chat as Open, reflecting the current status, not its previous status.
Frequently Asked Questions (FAQs)
General Questions
1. What is the Overview section in Team Inbox?
The Overview section is a dashboard that shows key ticket metrics at a glance. It helps admins and dashboard viewers quickly understand ticket activity, workload, and overall support performance.
2. Who can access the Overview section?
Admins and dashboard viewers can use the Overview section to monitor ticket counts and assess team efficiency.
3. What types of metrics are shown in the Overview section?
The section displays both real-time metrics (Open, Pending) and historical metrics (Solved, Expired, Missed Chats) to give a complete view of support activity.
Real-time ticket counts
4. What are real-time ticket counts?
These metrics show the current number of active tickets and update automatically. They are not affected by the selected date range.
5. What do Open and Pending tickets mean?
Open tickets are queries that still require action from the team. Pending tickets are conversations where the operator has replied and is waiting for the customer to respond.
6. How do real-time metrics help my team?
They help you quickly understand your current workload and prioritize which conversations need immediate attention.
Historical ticket counts
7. What are historical ticket counts?
These metrics show ticket activity within the selected date range in Analytics and change based on the time period you choose.
8. What does the Solved metric include?
It shows the number of tickets marked as solved during the selected date range, including tickets resolved by both bots and operators.
9. What is the difference between Solved by Bot and Solved by Operator?
Solved by Bot shows tickets resolved automatically, while Solved by Operator shows tickets handled and closed by human agents.
10. What do Expired tickets and Missed Chats indicate?
Expired tickets are chats that were not solved within 24 hours after the last customer message. Missed Chats are a subset of expired tickets where no response was given. High numbers may suggest delays or workload issues.
Interacting with overview cards
11. Can I click on an Overview card to see the related tickets?
Yes. You can click any card with a non-zero count to open the corresponding chat list in Team Inbox.
12. Why might the ticket status look different after I click a card?
The list shows the ticket’s current status. For example, a chat counted as solved in the past may appear as open if the customer sends a new message later.