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📊 Inbound Report – Step-by-step Guide
In this guide you will learn how to interpret the Inbound Report, which shows the main metrics of the company in conversations initiated by the customer (inbound).
1️⃣ Summary Section
Only supervisor typifications are shown.
Only supervisor typifications are shown.
Bot typifications are displayed in the Bots report.
Bot typifications are displayed in the Bots report.
2️⃣ How to use the filters
Conversation start dateIndicates the first message of the conversation (inbound or outbound).
Conversation start date
Indicates the first message of the conversation (inbound or outbound).
Indicates the first message of the conversation (inbound or outbound).
ChannelShows platform + associated number.Example: WA +504273890583
Channel
Shows platform + associated number.
Shows platform + associated number.
Example: WA +504273890583
Example: WA +504273890583
Possible PlatformsWA = WhatsAppFB = FacebookIG = InstagramWEB = Web Plug-inTW = Twitter
Possible Platforms
WA = WhatsApp
WA = WhatsApp
FB = Facebook
FB = Facebook
IG = Instagram
IG = Instagram
WEB = Web Plug-in
WEB = Web Plug-in
TW = Twitter
TW = Twitter
Inbound / OutboundInbound = customer initiates.Outbound = company initiates.
Inbound / Outbound
Inbound = customer initiates.
Inbound = customer initiates.
Outbound = company initiates.
Outbound = company initiates.
Origin typeFlow CampaignRemaining Inbound (customer's organic messages)Agent MessageIndividual Template
Origin type
Flow Campaign
Flow Campaign
Remaining Inbound (customer's organic messages)
Remaining Inbound (customer's organic messages)
Agent Message
Agent Message
Individual Template
Individual Template
Bot nameName of the bot flow that handled the conversation.
Bot name
Name of the bot flow that handled the conversation.
Name of the bot flow that handled the conversation.
GroupAssigned group that managed the conversation.If it was reassigned, the last group is shown.
Group
Assigned group that managed the conversation.
Assigned group that managed the conversation.
If it was reassigned, the last group is shown.
If it was reassigned, the last group is shown.
Typification typePositive EndNegative EndSelf-management End (bot)AutomaticFollow-upSelf-management Follow-up (bot)
Typification type
Positive End
Positive End
Negative End
Negative End
Self-management End (bot)
Self-management End (bot)
Automatic
Automatic
Follow-up
Follow-up
Self-management Follow-up (bot)
Self-management Follow-up (bot)
TypificationName of the applied typification.⚠️ If there were several, only the last one is shown.
Typification
Name of the applied typification.
Name of the applied typification.
⚠️ If there were several, only the last one is shown.
⚠️ If there were several, only the last one is shown.
3️⃣ “Performance” Tab
ContactsNumber of unique people who started a conversation in the period.
Contacts
Number of unique people who started a conversation in the period.
Number of unique people who started a conversation in the period.
Conversations started (management)Number of conversations started in the period (default: last 30 days).They start with a message (inbound/outbound) and end with a closing typification.🔎 Important clarifications:A conversation has no time limit: if it is not typified, it remains open.This value does not match the one in "Your subscription", which shows completed conversations.
Conversations started (management)
Number of conversations started in the period (default: last 30 days).
Number of conversations started in the period (default: last 30 days).
They start with a message (inbound/outbound) and end with a closing typification.
They start with a message (inbound/outbound) and end with a closing typification.
🔎 Important clarifications:
A conversation has no time limit: if it is not typified, it remains open.
A conversation has no time limit: if it is not typified, it remains open.
This value does not match the one in "Your subscription", which shows completed conversations.
This value does not match the one in "Your subscription", which shows completed conversations.
Assigned to agentTotal conversations that went to an agent.
Assigned to agent
Total conversations that went to an agent.
Total conversations that went to an agent.
SalesConversations typified as sales.
Sales
Conversations typified as sales.
Conversations typified as sales.
Performance by inbound originMetrics according to the type of origin.
Performance by inbound origin
Metrics according to the type of origin.
Metrics according to the type of origin.
Distribution by typification typeNumber of times each typification was used.Only includes assigned and typified conversations.
Distribution by typification type
Number of times each typification was used.
Number of times each typification was used.
Only includes assigned and typified conversations.
Only includes assigned and typified conversations.
Typification performanceNumber of uses per typification.Classified as Positive End or Negative End.
Typification performance
Number of uses per typification.
Number of uses per typification.
Classified as Positive End or Negative End.
Classified as Positive End or Negative End.
4️⃣ Audit
Total listing of conversations with all the fields in the report.
Total listing of conversations with all the fields in the report.
Display limits:Screen: up to 2,000 rows.Download: up to 1,000,000 records (CSV, XLSX, JSON).
Display limits:
Screen: up to 2,000 rows.
Screen: up to 2,000 rows.
Download: up to 1,000,000 records (CSV, XLSX, JSON).
Download: up to 1,000,000 records (CSV, XLSX, JSON).
5️⃣ Related articles
Inbound Report Metrics - Bots Section
Inbound Report Metrics - Click To WA Section
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