Business Boxes

The ‘Business Boxes’ report analyses support pressure across your different input channels — your business inboxes. It is the report to open when you run multiple brands or departments (for example Sales and Support) from a single Fluent Support install and need to know which one is falling behind.

Accessing Business Boxes

Navigate to the Reports tab and click Business Boxes in the report sidebar.

Filters

• All Mailboxes: Choose a specific business inbox to scope the report to, or leave it on All Mailboxes. The dropdown lists every inbox you have configured.
• Date Range: Set the reporting period for the statistics chart.

The Live / Snapshot selector in the top right corner lets you compare against an earlier capture. See Live and Snapshot View.

Workload Health

The cards across the top of the page are a live gauge of your current queue. They show the state of your helpdesk right now and are not affected by the date range filter.

• Tickets Awaiting Reply: Open tickets currently waiting on an agent.
• Unassigned Tickets: Tickets with no agent assigned.
• Avg. Customer Wait: How long the average waiting customer has been waiting.

When you pick a specific mailbox from the dropdown, these figures narrow to that mailbox — so you can see whether the pressure is spread across your inboxes or concentrated in one.

Business Box Statistics

A chart showing volume trends across your inboxes over the selected date range. Use the tabs in the top right of the card to switch between:

• Ticket Stats — tickets received.
• Resolve Stats — tickets closed.
• Response Stats — replies sent.

Tickets Waiting Longest

The table at the bottom of the page is the heart of this report. It lists the tickets that have been waiting on a reply the longest, oldest first, so nothing quietly rots at the bottom of a queue.

Column	What it shows
ID	The ticket number. Click a row to open the ticket.
Subject	The ticket title.
Customer	Who is waiting.
Waiting Since	The exact time the ticket started waiting on you.
Wait Time	How long it has been waiting, in hours and minutes.
Product	The product the ticket relates to, if one was selected.

Applying a mailbox filter narrows this table to tickets from that inbox only. Rows are keyboard accessible, so you can move through them and open a ticket without using the mouse.

TIP

This table shows the ten longest-waiting tickets at a time. Work them from the top down — the ticket at the top has been waiting the longest and is the most likely to turn into a complaint.