Inbox Team Report
Sprout’s Inbox Team Report enables you to evaluate agent response performance more accurately, identify bottlenecks within your team’s workflows and closely monitor each agent’s activity for quality assurance or training purposes.
This report refreshes in real time and reflects your team’s latest performance. This article will walk you through permissions, settings and how to leverage the data to provide a better customer experience.
Users with Reporting Access within the selected Group and specific access to Team Reports will be able to view the Inbox Team Report. To grant access, navigate Account and settings > Settings > Users & Social Profiles > select Team Member > Reporting > Team Reports.
Customize Business Hours
To see the most realistic and accurate reporting on your team’s reply performance, set custom business hours. Navigate Account and settings > Settings > Reporting Settings.
If you do not set custom business hours, calendar hours will be used to calculate First Reply Time for each agent.
Note: Account Owners and those with the Manage profiles and permissions privilege can set custom business hours for LinkedIn, Twitter, Facebook and Instagram. If you select multiple profiles within the custom business hours modal, the selected time zone and work hours will apply to all selected profiles. Custom business hours can also be set by clicking at the top of the Inbox Team Report.
Adjust your date range at the top. Use the right panel to filter by Team Members, Profiles and Message Types. You can also view messages from all team members who have at least one reply for the selected reporting period. Click View to see replies by a specific team member.
Understanding the Data
To better illustrate the metrics within the Inbox Team Report, here’s an example:
At Sprout Coffee, custom business hours are set 9AM-5PM.
On Monday at 9AM, Arletta, a Sprout Coffee customer, sends a message to Sprout Coffee: “Hi Sprout. Where’s my delivery?”
The following day at 9AM, Mazi, the Sprout Coffee agent, replies, “Hi! I’m Mazi, and I’m happy to help.”
One minute later, at 9:01AM, Mazi sends another message: “What’s your order number, Arletta?”
Almost an hour later, at 10AM, Arletta replies, “Thank you, Mazi! My order number is 1234.”
Five minutes later, at 10:05AM, Mazi replies, “Thank you for that information. Let me look into this for you.”
Average First Reply Time is the average time it took to send out the first reply to an inbound message within business hours. In this scenario, the 9AM-5PM business hours equates to an eight-hour chunk of time. With his first reply to Arletta’s question on Tuesday morning, Mazi replied eight hours, or 480 minutes, later. His first reply to Arletta’s message containing her order number was five minutes.
480 + 5 minutes = 485 minutes. Divide this by two as the interaction spanned two days, and Average First Reply Time comes out to 242.5 minutes.
Average Reply Wait Time (During Calendar Hours) is the average time customers waited for their first reply during calendar hours. The first reply Arletta received from Mazi came 24 hours, or 1440 minutes, later. After sending her second message, Mazi’s first reply for that interaction came five minutes later. 1440 + 5 = 1445 minutes. Divide this by two as the interaction spanned two days, and Average Reply Wait Time (During Calendar Hours) comes out to 722.5 minutes.
Unique Messages Replied To would be two: Arletta’s initial message on Monday, as well as her message on Tuesday containing her order number.
Total Replies would be three: all of Mazi’s replies to Arletta throughout this interaction.
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