What Reports shows, and who sees what
How busy your inboxes are, how fast your team replies, and which numbers each role can see.
Updated 2 min read
Reports shows how email is handled in your organization: how many conversations come in, how many are resolved, how fast your team replies and what is still open. Open it from Reports in the side navigation.
Reports is on the web only. The phone apps do not have it.
Who sees what
Everyone has Reports in the side navigation. What it covers depends on who you are.
You are | What you see | Tabs |
|---|---|---|
Owner or admin | The whole organization: every inbox, team and member. | Overview, Conversations, Responsiveness, Team, Statuses |
Team lead | The teams you lead: their inboxes and their members. | Overview, Conversations, Responsiveness, Team, Statuses |
Member | Only your own work, from every inbox you work in. The page is called My stats. | Overview, Responsiveness |
A team lead has the Member role in the organization and leads one or more teams. See Roles and what each can do.
Members see no colleague names. Their Overview shows Replies sent, Resolved, First response and Open and assigned for their own work.
What the numbers are
Reports counts from your conversations as they happen. The main numbers:
Number | What it counts |
|---|---|
New | Conversations created in the period. Spam and Trash are left out. |
Resolved | Each time a conversation moved to a Finished status or was archived. One resolved twice counts twice. |
First response | The time from the customer's first message to your team's first reply. |
Open now | Conversations in an open status right now. |
Backlog at end of day | Conversations still open at the end of each day, recorded each night. |
Every number has a small info icon. Hover over it or select it to read exactly what is counted.
Times are medians, so one very slow reply does not distort the picture. Each period is compared with the period of the same length just before it.
See the conversations behind a number
Select any number or chart point to open a side panel listing the conversations it counts. Select a conversation to open it.
You only see conversations you can open. If some are hidden from you, for example private ones, the panel says how many are not listed.
When numbers change
The line under the filters says when the numbers were last updated. Changing your business hours or your organization's time zone recalculates every report. While that runs, the page says Recalculating reports and numbers fill in as it goes.
Before your team has handled a few conversations, Reports says it fills in as your team works.
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