Reporting
See your team's performance in hard numbers
Reporting built for managers and supervisors. Review conversation and agent metrics over the date range you choose, compare against the previous period, and measure your team's true workload in numbers.
Metrics
What gets measured?
From conversation volume to response speed, metrics that let you understand your team's workload and the customer experience at a glance.
Message volume
Total inbound & outbound messages
The total number of messages your team received and sent during the period you select.
Conversations
Open / closed conversation count
The breakdown of conversations still in progress versus those resolved and closed.
Speed
First response time
The average time between a customer's message and the first reply; a core indicator of customer experience.
Service level
SLA
The share of conversations answered within the target time you set.
Missed work
Unanswered conversations
Conversations where the customer wrote but has not yet received a reply; surfaces opportunities that would otherwise slip through the cracks.
Contacts
New & returning contacts
The number of new contacts who wrote for the first time during the period, alongside existing contacts who reached out again.
Agent performance
Every agent's contribution, one by one
Beyond the team total, see how many conversations each agent handled, how quickly they responded, and how many conversations they closed.
| Agent | Inbound | Outbound | Conversations | First reply | Unanswered | Closed |
|---|---|---|---|---|---|---|
| Ahmet Yılmaz | 412 | 468 | 96 | 1m 12s | 2 | 88 |
| Elif Kaya | 357 | 402 | 81 | 2m 04s | 4 | 79 |
| Mehmet Demir | 298 | 321 | 67 | 3m 18s | 6 | 61 |
| Zeynep Arslan | 245 | 270 | 54 | 1m 46s | 1 | 50 |
Sample data · illustrative view
Dashboard
Your whole team's summary on one dashboard
Key metrics and daily message activity, right in front of you the moment you open it.
First reply
1m 24s
average time
SLA
92%
answered within target
Open conversations
18
in progress
Closed
278
resolved conversations
Daily inbound / outbound messages
Filters & comparison
Slice the numbers any way you want
Pick a period, compare against the previous one, narrow by agent, and export your data.
Date range & comparison
Select the period you want to review; FlexInbox compares it against the previous period of the same length and shows the increase or decrease.
Agent filter
Select a single agent to narrow the report to that person's metrics alone and track individual performance.
Export to CSV
Download the report as a CSV file in one click; keep it in your own spreadsheets or share it with your team.
Role-based access
Who sees which report?
Reports are shown according to role-based permissions; everyone sees only what they need to.
Manager
Sees the whole team
The manager can access reports for all agents and channels and evaluate the entire team from one place.
Supervisor
Sees the reports
The supervisor can review the team's performance reports and track metrics.
Agent
Sees only their own report
A standard agent can access only their own metrics and cannot see other agents' data.
Start measuring your team's performance today
Manage your team with hard numbers: first response time, SLA, agent performance and date comparisons. Get started free — no credit card required.