The Agents, Teams, Queues and Labels tabs are one report in four views. Each splits the same measures by one dimension, so you can see who carries the load, who responds fastest and where work is stuck.
Open Inbox → Reports and choose a tab. Range, grouping, compare and filters work as described in Report filters and export. A tab already splits by its own dimension, so it doesn't offer that filter: the Agents tab has no Agent filter, and so on.
The bands on every tab
Each tab follows the same five questions. The wording changes with the dimension.
- How is the team doing? Totals under the current filters, compared with the previous period, with trend lines. Tiles include how many agents, teams, queues or labels handled conversations, conversations per row and the busiest, with its share of volume. On Agents you also see how many are online now.
- Who is carrying the load? Conversations assigned per row, ranked, with a dashed line for the average, and the share resolved. The resolution rate is resolved divided by assigned, with a 70% reference line. Resolutions count when they happen, so closing older conversations can push a rate past 100%.
- Who responds fastest, and who has a long tail? Each bar runs from the median to the p90, fastest first. Switch to customer waiting time to see the wait for any reply. Queue rows show their own SLA target as a green tick.
- Who is online and loaded right now? Live, not tied to the range: presence, and open conversations per row, split into attended and unattended. The Labels tab has no live band.
- The full picture. A sortable table with every figure above: conversations, resolved, rate, first response, resolution time, customer waiting time, open now and unattended.
If your filters leave one row, the report says so, for example "Layla handled all 38 conversations in this period, 31 of them resolved. Widen the scope to compare agents."
Agents
Shows who handled conversations, the conversations per agent, the busiest agent and the median across the team. The live band shows each agent's presence and open load. Use it to rebalance work or coach.
Teams
The same for teams: the busiest team, agents online per team and open work per team. Teams are groups for reporting. See Teams.
Queues
Adds live tiles for Unassigned now, At risk now and breached conversations, and flags queues where nobody is online: "Support: nobody online". The live board marks a queue with a stripe when it has a breach, or waiting work and nobody online. The table adds a Channel column and Est. wait, with the reason a ticket is held, shown in lowercase, such as queue closed, nobody online, everyone full or waiting for tier 1. Others include nobody works it, fair share reached and held by a team setting. See Queues and routing.
Labels
A conversation with several labels counts under each, so totals across labels can exceed the number of conversations. It shows the most-used label and per-label speed. See Labels.
Open the conversations behind a number
With permission to drill down into reports, select a row in the table (View conversations for {name}) to see the conversations behind it, and open any of them. This works on the Agents, Teams and Queues tabs. Label rows can't be opened. Without the permission the rows are just figures.
Export
Export downloads the breakdown for the tab as CSV or Excel, with the filters you've applied. It has one row per agent, team, queue or label, with conversations, resolved count and the average first response, resolution and waiting (reply) times. These are averages, not the medians shown on screen. The export always uses wall-clock time and ignores Business Hours.
Tips
- Compare agents only inside the same queue or channel, since different work has different expected times.
- Rows with very few conversations can mislead, so read the counts beside a time.
- Use Compare period to check whether a change is yours or the season's.