Every Inbox report tab shares one strip of controls above its charts. Set them once and they follow you from tab to tab, so you can look at the same slice of work through Conversations, Agents, SLA and CSAT without setting it up again.
Choose the period
Open the Range picker and pick a preset — Last 7 days, Last 30 days, Last 3 months, Last 6 months, Last year, This week or This month — or choose Custom date range to pick a Start Date and End Date on the calendar, then select Apply.
Group by sets how trend charts are bucketed: Day, Week or Month, depending on how long the range is.
The Overview is live
The Overview tab shows what is happening right now, so it has no range or group-by. Every other tab reports on the period you choose.
Narrow it down with filters
Select Filter to slice the report by any of these. Each takes one value:
- 1Compare period
- 2Business Hours
| Filter | Limits the report to |
|---|---|
| Queue | Conversations that landed in the selected queue |
| Channel | Conversations from the selected channel |
| Team | Conversations handled by the selected team |
| Agent | Conversations currently held by the selected agent, meaning its last assignee, not anyone who worked on it |
| Label | Conversations carrying the selected label |
The button shows how many filters are active. Remove one filter with its ×, or select Clear all to start again.
Filters apply to every tab and are written into the page address, so the view is linkable: copy the URL from your browser and a teammate who opens it sees the same period and slice — as long as their own role lets them see that data.
On the SLA tab you can also filter to a single Policy; the by-policy card is then hidden, since there is only one.
Compare with the previous period
Turn on Compare period to draw the previous period of the same length beside the current one on the trend charts. It's available on every tab except the Overview: Conversations, CSAT, SLA and the Agents, Teams, Queues and Labels tabs.
Count business hours only
On tabs that report durations — like first response time or resolution time — the Business Hours switch counts only the time inside your business hours. A conversation that arrived on Friday evening and was answered on Sunday morning then isn't penalised for the weekend. Tabs without durations, such as CSAT, don't show the switch.
Export a report
- 1Export
- 2Formats
Set the period and filters you want in the export.
Select Export. The menu lists your default format first — Export as Excel on the Arabic interface, Export as CSV otherwise — followed by the other.
Pick a format. The file downloads with a name that says which data it holds, for example
reports-summary,reports-breakdown,reports-csatorreports-sla-breaches. Those names are for the English interface; on the Arabic interface the file gets an Arabic name.
If the export fails you'll see Could not export this report.
Share the view, not just the file
A file is a snapshot. When a teammate needs to keep watching the same numbers, send them the page link instead — it carries the period and filters with it.