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The Inbox Performance Report provides insights into your team’s responsiveness, message management, and communication efficiency across your connected social channels.
It helps you assess how effectively your team handles messages, mentions, & comments, how quickly they respond, and when your audience is most active. By reviewing this data, you can improve responsiveness, plan team availability, and ensure better social media customer care.
How to run an Inbox Performance report
Follow the steps outlined below to generate and interpret your Post Performance Report effectively.
- Go to Reports → Inbox performance.
- At the top right, you can select a custom template you’ve created for this report type, adjust the date range and date of comparison, refresh the report data, or export the report using different options. Learn more here.
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You can also switch between cross-channel or individual network views.
Cross channel metrics in the Inbox Performance report
Summary of spend, engagement, impressions, and reach
At the top of the report, you’ll see the inbox performance metrics across all connected networks:
Received messages: The total number of incoming messages received across channels during the selected time range.
Actioned messages: The number of messages that received a response or any form of action. Learn more about what counts as an action at the bottom of this guide.
Action rate: The ratio of actioned messages to received messages, showing how actively your team manages incoming communication.
Average response time: The average time it takes to respond to or take action on received messages.
Received and actioned messages
This chart shows the daily trend of messages received versus messages actioned.
It helps identify days with higher inbound volume and assess whether your team is keeping up with responses.
Inbox performance analysis
A summary table displays totals and percentage changes for:
Received messages
Actioned messages
Action rate
This section helps you measure communication throughput and responsiveness over time.
Average time to action
Shows how long it takes on average for your team to take action (reply, mark resolved, etc.) on messages received in the inbox.
You can monitor peaks in response times and identify areas where the team can improve efficiency.
Time to action breakdown
Breaks down response times into time ranges (e.g., 0–30 minutes, 1–8 hours, 8–24 hours, greater than 24 hours).
This helps you understand how much of your inbox workload is handled quickly versus delayed.
Action rate by day
Displays your average action rate per day of the week, showing which days your team is most active in responding to messages.
Time to action by day
Shows your average response time by day of the week, helping you identify trends in responsiveness and manage workload scheduling more effectively.
Inbox performance overview (by day and hour)
Provides a breakdown of received and actioned messages by day and hour, with corresponding action rates.
This detailed view helps pinpoint the busiest times of day or week for your inbox, so you can optimize team coverage.
Action rate by hour
Displays the average action rate throughout the day, showing when your team engages most actively with messages.
Time to action by hour
Shows average response time by hour of the day, helping identify when responses are faster or slower.
Frequently Asked Questions
Q: Why do you only track actions done inside the Vista Social inbox?
A: Only actions performed within the Vista Social inbox can be tracked because of limitations from the social networks. Actions taken directly on the native platforms are not shared with third-party tools.
Q: What counts as an action in the inbox?
A: An action includes anything you do to manage or respond to an item inside the Vista Social inbox. This includes:
• Marking a message complete or acknowledged
• Replying
• Adding a label
• Adding a star
• Creating a task for the message
Q: If I take these actions on the native platform, will they appear in Vista Social?
A: No. Only actions completed inside Vista Social are tracked and reflected in your inbox activity.
Need further help?
If you have any questions or need additional help, feel free to contact our awesome support team. We are here to assist you! 💙
Related Reading:
Creating custom analytics reports
How to run or schedule reports
Social media performance report
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