Level-up your social customer care needs with the 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 team member’s activity for quality assurance or training purposes.

Note: The Legacy Team Report has been replaced by two new reports focusing on team performance for Inbox and Publishing Activities. Available for Professional and Advanced plans, The Inbox Team Report shows Smart Inbox related team performance exclusively. 

  1. HOW-TO:
  2. Go to Reports.
  3. From the left navigation panel, select the Internal Reports dropdown.
  4. Then, select the Inbox Team Report.
  5. Select your preferred date range.

Filter Inbox Team Report by Team Member

Within the Inbox Team Report, you can benchmark activity against specific teams or individuals by filtering specific team members’ response performance.

  1. HOW-TO:
  2. Select the Inbox Team Report.
  3. Use the right rail to select, deselect or search for the team members you would like included in your report.

Filter Inbox Team Report by Network and Message Type

Within the Inbox Team Report, you can benchmark team performance by network or inbound message types for a more focused view.

  1. HOW-TO:
  2. Select the Inbox Team Report.
  3. On the right-hand rail, select Inbound Message Types. This will expand a list of metrics. 
  4. De-select each metric individually to narrow your view.

Benchmark response performance with enhanced metrics in the Inbox Team Report

The Inbox Team Report features improved customer care metrics including Average Reply Wait Time, Average First Reply Time, Median First Reply Time, Slowest First Reply and Unique Messages Replied To. These metrics account for business hours and team member reply time based on each new incoming message to better benchmark performance.

Note: Reply Thread Size and Quickest Reply are no longer available.