Situation: One Conversations Inbox contains 5 channels that are added (all different email addresses (Google groups aliases)).
Does anyone know if it is possible to build reporting that gives me insights into each channel within an Inbox?
It seems that I can only report per Inbox overall, but that's not what I want. Maybe I am missing something somewhere? Documentation doesn't help me here either 🙈
Hi @PSterkenburg. I don't know of a way to separate alias' in an inbox if they're all feeding into the same one. As far as I understand the reporting, it's based on the inbox, not any alias that's feeding into it. @karstenkoehler may have a different experience and answer, or someone else @BérangèreL tagged, perhaps. But as I understand Service Hub, that sounds like it's beyond the standard capabilities.
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sep 14, 20233:36 AM - editado sep 14, 20233:46 AM
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Reporting on channels within Conversations Inbox?
Mainly the same standard stats that would be on the individual inboxes (time to close, time to reply, totals, etc), but broken down by channel if all are in 1 inbox. Does that make sense?
I'd recommend supporting the Idea with an upvote and explaining your use case in the comments.
Our product team uses that forum to collect ideas on how we can improve the product for our customers.
Product pays particular attention to the top voted ideas & takes them into consideration along with other feedback channels as well as their own vision to understand what features will be most valuable.
@PSterkenburg I'm not in that Discord server and can't see it. The joy of a private community. 😊 So I'm not sure how to help there. I'll upvote the idea though!
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Thanks for the additional information! So, you want a report on each channel (for each different email addresses connected) within the conversations inbox, right?
I'd like to invite a couple of subject matter experts to this conversation @johnelmer, @danmoyle and @Mike_Eastwood, have you already tried to create such reporting to help @PSterkenburg, please?
If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂