Scope
This guide covers measurement for Inbox & Triage. Availability depends on your tenant package, role and configured providers.
Purpose
Prioritise customer conversations with full operating context.
Measure response state, backlog, handoff and resolution movement.
Before you start
Correct tenant and project selected
Required source or provider is available
An accountable owner is identified
Test data can be separated from live activity
Procedure
- Write the decision the report must support and choose the correct scope.
- Measure response state, backlog, handoff and resolution movement.
- Verify source freshness, identity coverage and the reporting window.
- Compare the result with campaign, customer and commercial context.
- Record data gaps, assumptions and alternative explanations.
- Create the next task, experiment or operating change from the finding.
Verify the result
Measure response state, backlog, handoff and resolution movement. Confirm that the intended record, state, run or report is visible to another authorised operator and that its next owner is clear.
Completion checkpoint
The capability is in the intended state, evidence is current, exceptions are owned and the next action can be understood without a separate status message.
Controls and limitations
Protect customer data and preserve decision history. Predictive, attribution and recommendation outputs support operator judgement; provider and data limitations remain relevant.