The Unified Inbox Dashboard shows how your team is performing on guest conversations, where the load is concentrated, and what guests are contacting you about — across every channel.
Filtering the dashboard
A filter bar at the top controls every tile on the dashboard:
Property Name — focus on a single property or the whole portfolio.
Operator Name — filter to a specific operator.
Ticket Created Timeframe — the date basis for the view.
Ticket Created Date — set the period under review (for example, the past 7 days).
Teams — filter the whole dashboard to a specific team. Every tile then reflects only the operators in that team and the conversations they handled.
Channel — filter to a specific channel.
Teams are configured in your Inbox settings and are reflected in the dashboard automatically — there is nothing extra to switch on. Operators who are not assigned to a team will not appear under any team filter, so to change who shows up, update the team in the Inbox settings first. For how to create and manage teams, see Teams in Unified Inbox.
Ticket overview (headline metrics)
The top section summarises the period:
Ticket Count — total tickets.
Average No. of Tickets per Operator.
Average Response Time (minutes).
Average Sentiment Score — a number between −1 and +1, where −1 is negative, +1 is positive, and 0 is neutral.
Alongside these, a thread-status breakdown shows how tickets split across Closed, Waiting for guest, Waiting for us, Archived, and Spam.
AI summary
A written summary describes the recurring topics guests are raising — for example, common request types appearing across tickets. It is generated by AI, so verify anything important against the tiles, and note it runs on a capped number of rows.
The tiles in detail
Response time — a table by channel showing Ticket Count, Average Response Time, and Median Response Time.
Channel distribution — ticket volume by channel over time.
Busiest times — a heatmap of tickets by hour of day and day of week.
Operator overview — a table by operator showing Assigned, Average Response Time, Waiting For Us, and Waiting For Guest.
Channel overview — a table by channel showing Assigned, Average Response Time, Waiting For Us, Waiting For Guest, Closed, and Archived.
Resolution Time by Operator — average resolution time (days) per operator.
Resolution Time by Channel — average resolution time (days) per channel.
How to use the dashboard
Daily ops review — Ticket overview and Response time by channel. Anything outside target is the priority for the day.
Weekly staffing review — Channel distribution, Busiest times, and Operator overview, to spot imbalance. Filter by Teams to review one group at a time.
Monthly quality review — Resolution Time and Average Sentiment Score, to catch drift before it becomes a complaint pattern.
Best for
Guest Experience managers, Operations leads, and team leads.
Need help?
Contact us through the Talk to Us option on the left menu in the platform, or email support@bookboost.io.