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REPORTING

Know who is sitting on a hot lead

Speed-to-lead wins deals. Set a response-time SLA on interested replies, and see exactly who is on time, who is late, and who missed one, by rep and by channel.

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Free 7-day POC. Unlimited users on every plan. SLA tracking across email and LinkedIn.

Reply coverage
92%
resolved / total obligations
Positive rate
34%
opportunities gone positive
Avg first response
18m
reply received to first sent
On-time vs late
81 / 19
scored against your SLA

Illustrative example. Your numbers come from your own replies and SLA settings.

One screen, four questions answered

This is the reporting view on live data. The numbers below come from your own replies.

Master Inbox reporting: SLA tracking, reply coverage, missed replies and team performance 1 2 3 4
  • 1Your SLA, set herePick the threshold, 60 minutes or whatever you promise, and switch business hours on or off. Everything below is scored against it.
  • 2Executive summaryOpportunities, missed opportunities, reply coverage, positive rate, meetings booked, and the on-time, late and missed split.
  • 3Channel splitProspects by channel, so you can see whether LinkedIn is quietly being neglected next to email, and label counts beside it.
  • 4Team member performanceSearch any teammate and read their own response times, coverage, and missed replies.

The formulas, in the open

Two numbers decide whether reply handling is working. Here is exactly how each one is built.

Reply coverage
resolved obligationstotal obligations× 100

In plain English: of every reply that needed an answer, what share actually got one. An obligation is a message waiting on your team. Resolve it and it counts.

Positive rate
positive opportunitiestotal opportunities× 100

In plain English: of every prospect who came into play, what share turned positive. Coverage tells you the effort. This tells you the result.

Avg first response measures reply received to first reply sent. Avg total response measures how long the whole back-and-forth takes to resolve.

SLA policy

An SLA that does not punish your team for sleeping

Set the threshold you promise, then decide whether the clock runs around the clock. With business hours on, a reply that lands at 23:40 on Friday starts its timer at 09:00 on Monday.

Every reply then falls into exactly one bucket, so you see the shape of the problem instead of an average that hides it.

On-time Late Missed
Business hours
SLA threshold: 60 minutes
Mon09:00-17:00
Tue09:00-17:00
Wed09:00-17:00
Thu09:00-17:00
Fri09:00-17:00
SatClock paused
SunClock paused
Turn the toggle off and the SLA runs 24/7, which is what teams running reply agents usually want.

Per-rep, on the same rules

When a lead goes cold, the question stops being a debate. Everyone is measured against the same SLA and the same business hours.

Teammate
Avg first response
Reply coverage
Missed
AKA. Keller
11m
96%
0
JRJ. Rivas
42m
88%
2
MTM. Tan
2h 14m
71%
6

A lead answered inside your SLA converts. The same lead answered a day late usually does not. This is where you see the difference before it costs you the deal.

Illustrative figures. Real numbers come from your own replies, and the same view exists per channel and per label.

Explore more: Unibox, Reply Agents, integrations, pricing

Questions we get

What counts as a missed reply?
Any reply that is not resolved within your SLA threshold, measured against business hours if you have them turned on. It shows up in the missed bucket alongside on-time and late, so you can see the full breakdown, not just an average.
Can I set business hours?
Yes. Turn on the Mon-Fri 09:00-17:00 toggle and the SLA clock only runs during those hours, so a reply that comes in overnight or on a weekend does not unfairly count against your team.
Can I see response time per teammate?
Yes. Search any team member and see their own avg first response, avg total response, reply coverage, and missed replies, so you can coach or recognize based on real numbers.
Does it track LinkedIn replies too?
Yes. SLA tracking, response times, and reply coverage apply to LinkedIn conversations the same way they apply to email, and reporting breaks prospects out by channel.
How is reply coverage calculated?
Reply coverage is resolved obligations divided by total obligations, times 100. It tells you what share of the replies that needed a response actually got one.
How is positive rate calculated?
Positive rate is positive opportunities divided by total opportunities, times 100. It sits next to reply coverage so you can see speed and quality of replies together.
Do I need a separate tool for this?
No. Reporting runs on the same replies already flowing through your Master Inbox unibox and reply agents, across every mailbox, sequencer, and LinkedIn account you connect.

See it on your own inboxes

Book a demo and see SLA tracking and reply coverage on your own numbers.

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