Email Productivity reports
Create reports on your agents' productivity when answering emails.
Accepted
See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an agent accepts or responds to an assigned email thread.
Answered
See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an agent is the first to respond to an email thread.
Assigned
See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.
Closed (Answered)
See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an agent closes an email thread with at least one response email.
Closed (Unanswered)
See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an agent closes an email thread with no response email.
Received
See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.
Sent
See the number of individual emails received by the given grouping for a specified date range.
Summary
See the average of several key email metrics for a specified date range.
Time To Respond
See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.