Read conversation metrics
Choose the period and scope, then distinguish messaging activity from financial results.
Open inbox analytics
From Conversations, open Full inbox then Analytics. This section requires an eligible plan from Professionnel and report permissions: administrator or a role with that permission. Views include conversations, agents, inboxes and teams.
Set up a meaningful comparison
Select the period; a custom date range lets you compare matching days.
Choose the inbox, agent or team for that view and keep the scope consistent when comparing.
Check whether Business hours is enabled. Do not compare a business-hours time with one covering the entire day.
Interpret response times
First response time measures the initial wait; resolution time tracks handling until resolution. Conversation and resolution counts show the volume behind those averages. Open a few representative threads before concluding that performance improved or stalled.
Keep business reports separate
IVERNEXT AI Reports show metrics such as collected revenue, margin and expenses for your industry. These differ from Conversations response times. If a value or section is unavailable, first check loading, scope and permissions; unloaded data is not zero.