The Unified Inbox dashboard gives you a quick view of messaging activity across the account. It helps you monitor conversation volume, agent workload, and response trends without reviewing each thread individually.
Quick Start:
Open Inbox.
Go to Dashboard.
Review the summary cards and the agents table.
Prerequisites
Unified Inbox must already be enabled for the CRM account.
You must have admin access to view dashboard data.
Your account must have active conversation and agent data in Inbox for metrics to appear.
Data collected from text message conversations within CRM are displayed on the Dashboard.
Open the Inbox Dashboard
From the CRM Dashboard, select Open Contact Center Dashboard.
In the Contact Center Dashboard, select Inbox.
Working in the Inbox Dashboard
The top half of the Dashboard displays the following information:
Total text message conversations (including New, Open & Closed)
Average time to first reply
Average conversation duration
Select the Queues and Dates filters to customize your display. For example, you can view data from the last 7 days from a particular Queue.
The bottom half of the Dashboard displays agent-related data:
Open conversations
Closed conversations
Total conversations
Average conversation duration
Select the Agents and Dates filters to customize your display. For example, you can view data for a particular agent across a given timeframe.
Note: The list of agents is sorted by agent name by default. The list can be re-sorted (ascending or descending) by another column by clicking on any column title.