Inbox (Conversations) report

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Inbox (Conversations) reports provide detailed data about your contact center operations: conversations, agent performance, queue metrics, surveys, channels, and tags. Each report type exports a different slice of your Inbox (Conversations) data.

Use Inbox (Conversations) report when you need to:

Analyze conversation handling times, sentiment, and SLA compliance
Track agent utilization and performance across shifts
Track queue load and response times
Export survey results and customer feedback
Audit agent status transitions and availability

NOTEData retention is up to 6 months per the Infobip Data Retention Notice. Each export is limited to a maximum of 31 days. To avoid performance issues, reports cannot be exported for longer periods in a single file. If you need data for the full 6-month retention period, create multiple exports, one per month.

Access and availability

Conversations reports require the Analytics for Inbox role. See account settings for role management.

Coverage

Conversations reports cover interactions handled through the Conversations module. Channel availability depends on your account configuration.

Available metrics

Each report type exports a different set of fields. Select the types relevant to your analysis when creating the report.

Metrics type	What it shows
Conversations	Per-conversation data: messages, wait time, resolution time, SLA compliance, sentiment, survey scores
Conversation transcript	Full message transcripts for conversations handled by selected agents
Queues	Queue performance: conversation volumes, response times, SLA breaches, agent assignments
Surveys	Per-survey submission: score, comment, channel, agent, and timestamp
Channels	Channel performance: message volumes, conversation counts, response times, call metrics
Tags	Tag-level insights: conversation counts, wait time, resolution time per tag
Agents	Agent general info, utilization (time in each status), and performance (conversations, calls, response times)
Agent status logs	Per-status log entries: agent, status, start time, end time, duration

Conversations [#conversations-fields-available-metrics]

Each row represents one conversation.

Field	Description
Account ID	Unique account ID.
Account name	Name of the selected account.
Conversation ID	Unique conversation ID.
Conversation topic	Name of the conversation, automatically generated or changed by agents or supervisors.
Customer name	Name of the customer in this conversation (if added in the Customer Profiles).
Customer contact	Customer contact, depending on the conversation channel.
Agent name	Name of the agent currently assigned or assigned when the conversation was closed.
Agent username	Username the agent used to log into the web interface.
Conversation status	Current status of the conversation.
Conversation priority	Current priority of the conversation.
Queue	Current queue the conversation is in.
Created at	Date and time when the conversation was created.
Year created	Year when the conversation was created.
Month created	Month when the conversation was created.
Day of the week created	Day of the week when the conversation was created.
Hour created	Hour when the conversation was created.
Updated at	Date and time when the conversation was last updated.
Year updated	Year when the conversation was updated.
Month updated	Month when the conversation was updated.
Day of the week updated	Day of the week when the conversation was updated.
Hour updated	Hour when the conversation was updated.
First assigned to an agent at	Time when the conversation was assigned to the agent for the first time.
First agent response	Time when the agent sent the first message in the conversation.
Channel name	Name of the channel used in this conversation.
Total messages	Total number of messages sent within the conversation, including private notes and public messages.
Private messages (notes)	Number of private messages or notes sent within the conversation. Not visible to the customer.
Public messages	Number of messages exchanged between the customer and the agent (inbound and outbound).
Public messages (inbound)	Number of messages sent by the customer.
Public messages (outbound)	Number of messages sent by agents, supervisors, or workflows.
Tags	List of tags applied to the conversation.
Summary	Summary of the conversation written by agents or supervisors.
Wait time	Time elapsed from conversation creation until the agent sent the first message.
Resolution time	Time from conversation creation until the agent marks the conversation as solved for the last time. Closed conversations only.
Sentiment	Sentiment of the entire conversation, based only on messages sent by the customer.
Survey score	Score the customer left as part of the survey.
Sentiment comment	Comment the customer left along with the survey.
First response time SLA breach by	Time by which the first response time SLA was breached. Empty if not breached or not counted for the conversation.
Next reply time SLA breach by	Time by which the next reply time SLA was breached. Empty if not breached or not counted for the conversation.
Total resolution time SLA breach by	Time by which the total resolution time SLA was breached. Empty if not breached or not counted for the conversation.
Direction	Direction of the conversation: inbound or outbound.
Senders	List of senders that participated in the conversation, grouped per channel.
Handed over at	Timestamp when the conversation assignment changed from bot to another value. Empty if never assigned to a bot.

NOTEIf the Short ID feature is enabled (Grow and Scale package), a Short ID column also appears in conversation and transcript reports. Duration values use HH:MM:SS format throughout all Conversations reports.

Inbox (Conversation) transcript [#inbox-conversation-transcript-available-metrics]

When Conversation transcript is selected, additional options are available:

Include internal notes: includes private agent notes in the transcript
Date as: filter by Active or Created at
Set a custom date range (maximum 31 days, minimum 1 day)
Optionally filter by a specific agent

If Active is selected as the date filter, only messages exchanged during the selected period are included. The full conversation history outside the selected period is not included.

Queues [#queues-fields-available-metrics]

Each row represents one queue with aggregated metrics for the report period.

Field	Description
Account ID	Unique ID of the account.
Account name	Name of the selected account.
Queue ID	Unique ID of the queue.
Queue name	Name of the queue.
Number of assigned agents	Number of agents currently assigned to the queue.
Assigned agents	List of agents currently assigned to the queue.
Number of assigned routes	Number of routes connected to the queue.
Assigned routes	List of routes currently assigned to the queue.
Created at	Date and time when the queue was created.
Auto assignment	Indicates if auto assignment is enabled for this queue.
Old conversations	Number of conversations in this queue created before the report period but active during it.
New conversations	Number of conversations in this queue created within the report period.
Closed conversations	Number of conversations in this queue closed during the report period. Includes closures by agents, workflows, or waiting strategy.
Closed by agents	Number of conversations closed by agents.
Closed by workflows	Number of conversations closed by workflows.
Closed by waiting strategy	Number of conversations closed by waiting strategy.
Unsolved conversations	Number of conversations active during the report period but not closed.
Median first response time	Median first response time for all conversations from this queue active during the selected period.
Median resolution time	Median resolution time for all conversations in the queue.
Median sentiment	Median sentiment of all conversations in the queue during the selected period.
Median wait time	Median time from conversation creation until the agent sent the first message.
Median private messages (notes)	Median number of notes posted to conversations in the queue.
Median public messages	Median number of public messages sent in conversations (by customer or agent).
Median public messages (inbound)	Median number of messages sent by customers in conversations.
Median public messages (outbound)	Median number of messages sent by agents in conversations.
First response time SLA breach	Number of conversations that breached the first response time SLA.
Next reply time SLA breach	Number of conversations that breached the next reply time SLA.
Total resolution time breach	Number of conversations that breached the total resolution time SLA.

Surveys [#surveys-fields-available-metrics]

Each row represents one survey submission.

Field	Description
Account ID	Unique ID of the account.
Account name	Name of the selected account.
Conversation ID	Unique ID of the conversation.
Customer name	Name of the customer who submitted the survey (if added to the Customer Profiles).
Customer contact	Contact used by the customer to submit the survey.
Channel	Channel over which the survey was submitted.
Agent	Agent handling the conversation when the survey was submitted.
Survey	Name of the survey.
Score	Score left by the customer when submitting the survey.
Comment	Comment posted by the customer in addition to the score (optional).
Surveyed date	Date and time when the survey was submitted. The first answer is recorded.

Channels [#channels-fields-available-metrics]

Each row represents one channel with aggregated metrics for the report period.

Field	Description
Account ID	Unique ID of the account.
Account name	Name of the selected account.
Channel name	Name of the channel used to generate this report.
Sent messages	Number of messages sent within the selected period.
Received messages	Number of messages received within the selected period.
Old conversations	Number of conversations from the selected channel created before the report period.
New conversations	Number of conversations from the selected channel created during the report period.
Closed conversations	Number of conversations from the selected channel closed during the report period.
Closed by agents	Number of conversations from the selected channel closed by agents during the report period.
Closed by workflows	Number of conversations from the selected channel closed by workflows during the report period.
Closed by waiting strategy	Number of conversations from the selected channel closed by a waiting strategy during the report period.
Unsolved conversations	Number of active conversations in the selected channel not closed during the selected period.
First response time	Median first response time of all conversations from the selected channel in the report period.
Sentiment	Median sentiment of all closed conversations from the selected channel in the report period.
Assigned calls	Total number of calls assigned to all agents in the selected period. Call-enabled channels only.
Accepted calls	Total number of calls accepted by agents in the selected period. Call-enabled channels only.
Total call duration	Total duration of all calls in the selected period. Call-enabled channels only.
Unanswered calls	Total number of calls assigned to agents but not answered. Call-enabled channels only.
Rejected calls	Total number of calls rejected by agents in the selected period. Call-enabled channels only.
Wait time	Median time users wait for an agent's response, from call start until accepted by the agent. Call-enabled channels only.
Transferred calls	Number of calls transferred in the selected period. Call-enabled channels only.
Expired calls	Number of calls disconnected due to timeout. Call-enabled channels only.
Abandoned calls	Number of calls abandoned by customers before being connected to an agent. Call-enabled channels only.
Dropped calls	Number of calls disconnected due to technical issues. Call-enabled channels only.

Tags [#tags-fields-available-metrics]

Each row represents one tag with aggregated metrics for the report period.

Field	Description
Account ID	Unique ID of the account.
Account name	Name of the selected account.
Tag ID	Unique ID of the tag.
Tag name	Name created for this tag.
Created at	Date and time when the tag was created.
Last updated at	Date and time when the tag was last updated.
Closed conversations	Number of conversations containing this tag that were closed within the selected period.
Waiting time	Time elapsed from when the customer sent the first message until the agent replied.
Resolution time	Median resolution time for all conversations containing this tag within the selected period.

Agents [#agents-fields-available-metrics]

The Agents report combines three data sets per agent. The report contains only the data selected when creating the report.

General info (one row per agent):

Field	Description
Account ID	Unique ID of the account.
Account name	Name of the selected account.
Agent ID	Unique ID of the agent.
Agent name	Name of the agent.
Number of assigned queues	Number of queues assigned to this agent.
Assigned queues	List of queues assigned to this agent.
Capacity	Capacity per channel category configured for this agent.

Utilization shows how agents use their time while logged in. Columns adjust based on custom statuses configured for the account:

Field	Description
Logged in time	Time the agent spent logged in during the selected period.
Available time	Time spent in the Available group of statuses.
Available	Time spent in the Available status.
Idle	Time spent in the Idle status.
Under capacity	Time spent in the Under capacity status.
Away time	Time spent in the Away group of statuses.
Away	Time spent in the Away status.
Custom Away statuses	Time spent in each custom Away status.
Busy time	Time spent in the Busy group of statuses.
Busy	Time spent in the Busy status.
Full capacity	Time spent in the Full capacity status.
In a call	Time spent in the In a call status.
Ringing	Time spent in the Ringing status.
Wrap-up	Time spent in the Wrap-up status.
Custom Busy statuses	Time spent in each custom Busy status.
Engaged time	Time spent in statuses considered as engaging with the customer (Under capacity, Full capacity, Ringing, In a call, Wrap-up).
Engaged rate	Percentage of engaged time during logged-in time.

Performance per-agent performance metrics:

Field	Description
Closed conversations	Number of conversations the agent closed in the selected period.
Conversations assigned to other agents	Number of conversations this agent assigned to other agents.
Conversations assigned from other agents	Number of conversations other agents assigned to this agent.
First response time	Median first response time for all conversations this agent sent in the selected period.
Handling time	Median time from when the conversation was assigned to the agent until they closed it for the last time.
Sentiment	Median sentiment value for all conversations handled by this agent in the selected period.
Closed conversations per login hour	Number of conversations closed per login hour.
Private messages (notes)	Number of private messages (notes) posted by this agent.
Public messages (outbound)	Number of public outbound messages sent by this agent.
Private messages per conversation	Number of private messages (notes) divided by the total conversations handled by this agent.
Public messages per conversation	Number of public messages divided by the total conversations handled by this agent.
Assigned calls	Number of calls assigned to this agent.
Accepted calls	Number of calls accepted by this agent.
Call duration	Median duration of calls answered by this agent.
Unanswered calls	Number of calls unanswered by this agent.
Rejected calls	Number of calls rejected by this agent in the selected period.
Transferred calls	Number of calls this agent transferred to another agent.
Wait time	Time the customer waited for an agent to pick up the call.
Expired calls	Number of calls dropped due to a waiting strategy timeout.
Abandoned calls	Number of calls abandoned by customers before being connected to an agent.
Dropped calls	Number of calls disconnected due to technical issues.

Agent status logs [#agent-status-logs-fields-available-metrics]

Each row represents one status period for one agent.

Field	Description
Account ID	Unique ID of the account.
Account name	Name of the selected account.
Agent ID	Unique ID of the agent.
Agent name	Full name of the agent.
Status ID	Unique ID of the status.
Status	Name of the agent status related to the Status ID, as reflected throughout Inbox.
Start time	Timestamp when the agent changed their status to the given status.
End time	Timestamp when the agent changed their status to a different one, or if changed automatically.
Duration	Duration the agent spent in the given status.

Available filters

Metric type	Available filters
Conversations	Status (Open, Waiting, Solved, Closed), Accounts, Tags, Queues, Form, Form field, SLA breach type, SLA breach by
Conversation transcript	Agent
Queues	Accounts
Surveys	Accounts
Channels	Accounts
Tags	Accounts
Agents	Accounts
Agent status logs	Agent

Create an Inbox (Conversations) report

In the web interface, go to Analyze > Reports.
Select Create report and then Inbox (Conversations) as the report type.
In the Metrics section, select the report types to include: Conversations, Conversation transcript, Queues, Surveys, Channels, Tags, Agents, Agent status logs.
In the Channels and services section, all channels are selected by default. Deselect any that are not relevant.
In the Period and schedule section:
- Choose between a one-time or recurring report.
- Select a date range. Maximum 31 days per export.
In the Filters section, apply conversation status and any additional filters as needed.
In the Options section:
- File format: Select .xlsx or .csv.
- Direct link: Choose whether to generate a shareable link to the report. Anyone with the link can download the report. The link is valid until the report status changes to Expired.
- External server: Select a server configuration to automatically upload the report after generation. See Configure data export.
- Recipients: Enter the email addresses to send the report to.
Select Create report.

IMPORTANTThe Direct link option is not enabled by default and is available only on request. Contact Support to enable it.

Report generation runs in the background. When the report is ready, recipients receive the file by email if you configured email delivery.

Find your report in the Reports list. Ready reports show a Download button. For the actions available from the three-dot menu, status definitions, and what to do when a report fails or expires, see Manage reports.

NOTEIf you cannot access conversations reports, verify you have the Analytics for Inbox role. Contact your account manager if access issues persist. If the report contains more data than expected, apply conversation status or additional filters. Without filters, the report covers all accounts, agents, and channels. If you need more than 31 days of data, create one export per month. Data retention is 6 months but each export is capped at 31 days. For Failed, Stopped, or Expired reports, see Manage reports.

Related pages

Inbox reports
Contact center reporting for agent performance, queue metrics, and conversation outcomes.

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