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.
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.
Conclusion
The Overview section is a valuable tool for quickly assessing ticket activity and workload distribution in Team Inbox. By understanding these key metrics, you can optimize support operations, ensure timely responses, and improve customer satisfaction.
Frequently Asked Questions (FAQs)
General Questions
1. What is the Overview section in Team Inbox?
The Overview section provides a quick summary of key ticket metrics.
It allows admins and dashboard viewers to monitor ticket activity at a glance.
2. What are the different types of ticket counts shown in the Overview section?
Real-time counts (update dynamically):
Open tickets
Pending tickets
Historical counts (depend on the selected date range):
Solved
Expired
Missed Chats
3. How can I use the Overview section to assess my team's workload?
Identify unresolved tickets (Open and Pending).
Measure efficiency (Solved by Bot vs. Solved by Operator).
Spot issues in response handling (Expired and Missed Chats).
Real-Time Ticket Metrics
4. What does the "Open" ticket count represent?
Shows the number of tickets currently in Open status.
Indicates ongoing customer queries that still require attention.
5. What does the "Pending" ticket count represent?
Shows the number of tickets waiting for a customer response.
A ticket is marked Pending when an operator has replied and is awaiting the customer's response.
Historical Ticket Metrics
6. What does the "Solved" ticket count represent?
Shows the number of tickets marked as Solved within the selected date range.
Includes tickets resolved by both operators and bots.
7. What is the difference between "Solved by Bot" and "Solved by Operator"?
Solved by Bot: Tickets resolved automatically by a bot.
Solved by Operator: Tickets handled and resolved by a human operator.
8. What does the "Expired" ticket count represent?
Shows the number of tickets that expired 24 hours after the last customer message without being marked as solved.
A high count may indicate unresolved issues needing attention.
9. What does the "Missed Chats" count represent?
A subset of the Expired count.
Includes tickets assigned to an operator or bot but expired without receiving a response.
Navigating the Overview Section
10. Can I click on the Overview cards to see ticket details?
Yes.
Clicking an Overview card (except those with a zero count) opens the corresponding chat list in Team Inbox.
11. Why do some tickets appear with a different status when I click on an Overview card?
If viewing past data, ticket statuses may have changed since the selected date range.
Example: A ticket solved two days ago appears in the Solved count but may now show as Open if the customer replied again.
Additional Support
12. What should I do if I notice a high number of expired or missed chats?
A high count may indicate your team is not responding efficiently.
Consider:
Reviewing operator workloads.
Adjusting staffing levels.
Improving response workflows.