Understand your Messello reports and key metrics

The Reports overview is your starting point for understanding how your shared inbox is performing. It summarizes conversation volume and speed metrics across every channel in one place.

Open the reports overview

1. Go to app.messello.com and sign in.
2. Open Reports in the left sidebar.
3. Select Overview.

Key metrics explained

The overview centers on three numbers that most support teams watch daily.

Conversation volume

The total number of conversations opened in the selected period, broken down over time. Rising volume tells you when to add capacity; sudden spikes often point to a product issue or a campaign driving inbound messages.

First response time

The average time between a customer's first message and your team's first reply. This is the metric customers feel most, so it is the strongest signal of a good first impression. Track the median alongside the average to spot outliers.

Resolution time

The average time from when a conversation opens to when it is resolved. Long resolution times can mean complex issues, handoffs, or understaffing during peak hours.

Set a date range

1. Use the date picker at the top right of the overview.
2. Choose a preset (Last 7 days, Last 30 days, This month) or pick custom start and end dates.
3. The charts and metrics refresh automatically for the selected window.

Tips

• Compare the same weekday across weeks rather than raw daily totals, since volume naturally dips on weekends.
• Filter by channel or inbox to see whether one source is dragging response times up.
• Export any report to CSV from the top-right menu to share numbers with stakeholders.

Metrics are calculated in your account's time zone. Set it correctly so daily buckets line up with your team's working hours.

Next, dig into who is handling the load in Measure agent and team performance, or track satisfaction in CSAT surveys and AI deflection.