Section 06 · Watching the Climb

06Email Reports & the Team Inbox

Email is a big part of the modern Trailhead, and the CRM gives leaders two tools for it: a reports view that shows how the team's outreach is performing, and a shared Team Inbox for making sure nothing waits too long for a reply. This section covers both.

Email Reports

Open Email Reports (visible to leaders with team-wide email visibility). Choose a window — 7, 30, or 90 days — and read the headline metrics: messages sent and received, reply rate, median response time, and open/click rates when tracking is on.

Figure 6.1Email Reports. Activity by rep, template performance, and sequence performance sit below the tiles.

Three tables turn the numbers into coaching:

• Activity by rep — volume, reply rate, and response time per person. Low volume or slow response is a discipline conversation; low reply rate is a messaging one.
• Template performance — which templates actually earn opens, clicks, and replies. Promote the winners; retire the duds.
• Sequence performance — how each cadence performs step by step, so you can see where prospects drop off.

The Team Inbox

The Team Inbox is a shared view of conversations across the team, built so no prospect email slips through the cracks. It shows who a conversation is assigned to, whether it's open or handled, and an SLA clock — a target reply time in business hours.

Figure 6.2The Team Inbox. Red "Reply overdue" chips are where to look first.

Quick filters up top — Open, Unassigned, Mine, Overdue — let you triage in seconds. You (or a manager) can assign a conversation to a rep, mark it handled, or use Round-robin assign to distribute a batch of unassigned threads evenly.

Setting the SLA and round-robin

Click Settings in the Team Inbox to set the reply-time target (in business hours) — an organization default, with optional per-team overrides — and to turn on round-robin auto-assignment for a team. When a conversation breaches its SLA, the assignee is notified.