Analytics

Settings → Analytics. Every user sees their own activity; owners and admins get a Team toggle. A second toggle picks the period: the last 7, 30 or 90 days.

What the numbers mean

• Conversations handled: distinct threads someone replied to. The headline, because one person answering a ten-message thread is not ten times more productive than one answering a single email.
• Replies sent: individual outbound messages.
• Median first reply: from the customer’s first message to the first reply on that thread. Consecutive customer messages count as one wait, and a thread you started is not a response time.
• Open now and Oldest waiting: measured now, not over the selected period. A backlog is a present-tense fact, and the period toggle must not be able to hide a queue that is rotting. An oldest-waiting of three days or more turns amber.

Two footnotes under the table keep it honest: how many open conversations nobody owns yet, and how many replies went out from Gmail directly. Those count for the workspace but cannot be credited to a person.

What is on which plan

Every plan gets the inbox-wide numbers: how much came in, how fast you answered, what is still open and how old the oldest thing is.

Business adds the per-teammate breakdown: the same figures, one row per person, with a chart of handled against still-open. On other plans that half of the page is a card explaining what Business adds, with a link to Plan and billing.

Reading it honestly

Each person’s median response time is shown next to the number of replies it was calculated from. A median over three replies is not a performance rating, and ranking people on one is how you end up punishing whoever took the two hard tickets.

A tall handled bar beside a tall open bar is someone drowning, not someone slacking. Those look identical in a volume-only chart, which is why both are on the same one.

What it never covers

Personal inboxes. The team view is shared inboxes only, so connecting your own Gmail does not hand your manager a log of your mail.

Activity vs performance

Below the performance table there is an older Activity section counting every logged action, per person, with active days and last action. It is useful for “is this person using the product” and close to useless for “is the queue moving”: composer autosave alone fires an event every few seconds, so the biggest number belongs to whoever types slowest. It is labelled that way in the product.

Your own view has the same activity numbers for you alone, plus a feed of your recent actions.