Team inbox overview
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.
Resolution
Total:
Shows the total amount of items currently in the team inbox. 
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.
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.
OPEN:
Shows the total amount of items currently having no SLA assigned to them, in the team inbox.
FOLLOW UP:
Shows the total amount of items that have been previously snoozed and thus requiring a follow up, in the team inbox.
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.
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.
Video
Below you find a video with explanations of functionality for inboxes in Mobile Service Cloud.
How to use the team inbox overview
Goal
I know how the team inbox overview works and how I can use it.
Who can it help?
- End user
How to use the team inbox overview
The team inbox overview has similar features as my inbox overview. How my inbox overview works can be found here.
How the team inbox overview looks like depends on which webstores are enabled for the team inbox overview. This can be different for each user and can be determined via the dropdown menu.
Different from my inbox overview is that the team inbox overview doesn't refresh automatically. You can refresh the team inbox overview by clicking on the refresh button 
Via the team inbox overview you have access to inboxes of everyone working in the Mobile Service Cloud. Simply by clicking on their name or profile picture you will see the current workload of that colleague. Please bear in mind that the Mobile Service Cloud will only show the conversations of that user based on the specific webstores that you have enabled.
Users are sorted in the team inbox overview based on how much workload they currently have in their inbox. Sortation works based on who has the most red (too late) conversations, orange (danger) conversations, green (on time) conversations and lastly the amount of open conversations. Clicking on the amount of conversations from another user allows you to forward them to yourself or another user.
Regardless of workload you can make certain users favourites by clicking on the star before their profile picture and name. That way they will be placed at the top of the list. If you select multiple users they will be sorted the same way as mentioned above.
