Choose a reporting scope you can explain
Before comparing a chart, set the workspace or personal scope and the date range. Check whether you are looking at new enquiries, activity or closed outcomes. These counts answer different questions and should not be treated as interchangeable.
Follow a small sample through the workflow
Open several recent enquiries and trace what happened: the source, assigned owner, first recorded response, next task and any viewing. Look for missing handovers, unreviewed drafts or a promise that never received a due date.
Use those records to identify a specific process change. For example, decide who reviews unassigned enquiries each day or how a completed viewing gets a follow-up task.
Compare the same measures again
After using the new process, return to the same reporting scope. Check the underlying records as well as the chart. A cleaner activity count alone does not establish that more transactions closed or that a message reached its recipient.