Inbound Contacts
  • 02 Jun 2021
  • 3 Minutes To Read
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Inbound Contacts

  • PDF

The Inbound Contacts report can help you understand how often Customers are reaching out to you if they need assistance.

How Data in the report is measured

The Inbound Contact report is measured by the following:


  • Grouped by Contact. Only compare this report to other Contact reports.

Time Anchor

  • Data is time anchored using 'contact created date' (when it is first queued) in the UI and 'contact created date' through the API.

Metrics used for the Inbound Contacts report

Review the definition of each metric and how it's used to calculate data. These are fields you'll see in the CSV download. The columns in the report fill dynamically when the information is available.

DateThe timestamp of when the Contact was queued.
Inbound ContactsContacts Inbound and Queued.
CustomersContacts Inbound and Queued grouped by Customers.
Avg. Inbound Contacts per CustomerContacts Inbound and Queued divided by (Contacts Inbound and Queued grouped by Customers).

How the Inbound Contacts report is filtered

Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.


  • When filtering by date in the Gladly UI, the report will list all Contacts that queued on the date specified.


  • When changing the rollup filter (e.g., Daily), the report will show you 'Inbound Contacts' for each day based on your Date filter. For example, if your Date filter is Aug 8-10, and the rollup is Daily, then you'll see 'Inbound Contacts' for Aug 8, 9, and 10.


  • Indicates the Channel in which the Inbound Contact was initiated. The Channels can include voice, chat, email, SMS, FB Messenger, Twitter, WhatsApp.


  • Refers to Inbox that the Contact is fulfilled in.

How to use the Inbound Contacts report

The Inbound Contacts report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:

ScenarioColumn Filter
How many inbound calls were created and assigned to a specific Inbox on a certain date?
  • Select the desired date
  • Select the Inbox you would like to report on
  • Select phone calls from the Channels drop-down menu
How many Customer initiated inbound Contacts did we have last week?
  • Select the date range for the week desire
  • Do not filter on any Inbox
  • Do not filter on any specific Channels in the Channels drop-down menu


Why is there a difference between the number of Inbound Contacts and Customers?

One customer may send in one or more inbound contacts on any given day. For example, a customer can send in an email and followup with a call. In this scenario, the report will show two inbound contacts for one customer.

Does the Inbound Contacts report re-write history? If so, what does it re-write?

The Inbounds Contact report is not event-based; therefore, the data in the reports can change. For example, if the Customer A calls in on Monday, the report will show Customer A had an inbound call. However, if on Tuesday, Customer A is merged with Customer B, and we rerun the report for the same date range, the report will show Customer B placed the call on Monday.

Why does the number of phone calls in the Inbound Contacts Report differ from the Incoming Calls metric in the Operational summary report?

The reason has to do with Inbox attribution. The Inbound Contacts report will attribute the phone call to the first Inbox the call Conversation was assigned to, even if that Conversation is later assigned to a different Inbox. While the Incoming Calls metric in the Operational Summary will attribute the Contact to the Inbox the Conversation is currently assigned to.

Why does the number of Customers helped in the 'Customers Helped' report not match the number of 'Customers' in the Inbound Contacts report for the same time period?

Both reports are counting unique Customers, but they are looking at different things. Inbound contacts are looking at Contacts that those Customers started, while Customers Helped is looking at Contacts that were fulfilled for Customers. The difference in the numbers is because not all inbound Contacts get fulfilled on the day they come in.

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