Email Assignment Summary report
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.
