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Messaging widgets appear when the organization has inbox enabled. Add them through Customize → Add widget, then use View details for tables and XLSX export.

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Interpret the numbers

  • Handled means the agent sent at least one message. They may have handled conversations that were never assigned to them.
  • Response rate divides handled by assigned and can exceed 100%. It is not the percentage of customers replying to a campaign.
  • Without response identifies assigned conversations whose last message came from the customer.
  • Response time measures the interval between a customer message and an agent reply. Gaps over 24 hours are excluded. Averages are weighted by response count.
  • Waiting for a response now is a live figure, unaffected by the historical range. The pending-conversation detail respects your role’s scope.
Use the same time zone and range when comparing reports. Messaging’s hourly distribution uses the report time zone. For tags, distinguish tags on conversations active in the range from tag applications that occurred within the range.

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Investigate a change

Check channel and dates first, then agent details. If waiting increases, inspect pending conversations before attributing it to volume or performance. Preserve the filters with the exported file.

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Frequently asked questions

The agent replied to conversations not assigned to them, so handled can exceed assigned.
Waiting for a response now describes the current situation.
No. Topics are fixed classification categories; inbox tags are managed separately.

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See also