Analyze data such as email assignments accepted during the time period (per agent), average time to accept email assignments, average speed to answer email assignments, and more.
Fastpath:
Reported data:
- Operator
- Name of the agent.
- Accepted
- Number of accepted email assignments by the agent.
- Average Time to Accept
- Average time to accept email assignments.
- Answered
- Number of answered emails.
- Average Speed to Answer
- Average Speed to Answer for answered chats. Calculates time from chat Started to Answered by a live agent. Time from when the chat started to the time it was answered by the agent.
- Still Active
- Number of email assignments that are still active.
- Closed Answered
- Number of emails that were answered before they were closed.
- Closed Unanswered
- Number of emails that were not answered before they were closed.
- Average Time to Close (Unanswered)
- The average time to close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
- Average Emails
- Received
- The number of emails received during the specified date range.
- Sent
- The number of emails sent during the specified date range.
- Average Time to Respond
- The average time to reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.