I would love to be able to pick which inbound communications are reported underneath 'Response Time'.

two things: Have you tried setting a different SLA for chats and emails? Also, set a conversation data field, (make sure you set up the data attribute as a List type) and then you can filter based on that field for your reporting.

Hi - the challenge is that we have two teams using the same inbox. Our Support is always 1 min response time, whether chat or email. They rarely have emails, though - it's only when there is a major technical ticket/bug. Support works 9-9pm. Our Sales team works chats from leads but also uses email as the primary follow up tool from demos. Sales works 9-5pm. When sales sets themselves away at the end of the day, everything is shifted over to Support, in case someone is showing up as a "lead" but they are really a user who is not signed in, or if there is a quick and easy question the Support team will handle. If they see it's a response to a Sales email, they quickly snooze.

So... with that in mind, SLA between email and chat won't make a difference.

I'm not sure what you mean by "conversation data field" ... do you mean a field where I need the teams working emails and chats to declare if it's an email or a chat? I don't think this issue warrants forcing that extra step - we already track product, issue, and other items. we need to minimize clicks to close.

Thanks for your ideas, though!