What Does the Team Inbox Overview Show?

Introduction

This overview shows the current state of the selected webstores team inbox, this combines all inboxes from all users in the environment having conversations in the selected webstores. This overview doesn't update in realtime, in order to do so you'll have to click the refresh icon on the top right.

Status indicators

Total:

Shows the total amount of items currently in the team inbox.

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Too late:

Shows the total amount of items currently having an expired SLA, in the team inbox.

Danger:

Shows the total amount of items currently having an SLA that's passed the 75% mark of their SLA, in the team inbox.

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On time:

Shows the total amount of items currently having an SLA that's not yet passed the 75% mark of their SLA, in the team inbox.

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Open:

Shows the total amount of items currently having no SLA assigned to them, in the team inbox.
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Follow up:

Shows the total amount of items that have been previously snoozed and thus requiring a follow up, in the team inbox.
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EXPAND:

Opens a detailed overview of the current team inbox, showing the statuses and stats for every user in the environment, this too keeps the webstore selection in mind.

Expanded overview:

In the expanded team inbox overview, new possibilities arise.

Star icon:

By clicking on the star icon to the left of the avatar, favorites the user, pinning them to the very top of the overview. This makes it easier to find your favorite colleagues.

User avatar:

By clicking on the user's avatar, or the background of their row, shows the contents of the selected user's inbox.

Status indicator:

By clicking on the status indicator, a drop-down menu opens allowing you to change the status for the selected user. in addition, the status indicator always highlights the status of all agents in realtime.

SLA indicators:

By clicking on the digits shown under the different SLA indicators, you can reassign all the conversations currently having the selected SLA to a different team member. This can be useful when your colleague is enjoying some time off but forgot to switch their status to away.

Learn more

To learn more about effectively using the team inbox overview, please view the dedicated knowledge centre article:

• How do i effectively use the team inbox overview?

Video

Below you find a video with explanations of functionality for inboxes in Mobile Service Cloud.