Reports

The Email Communications Viewer also allows you to view reports. The following data is available:

Total e-mail: displays the total amount of e-mail received.

Answered e-mail: displays the total amount of e-mail answered

Unanswered e-mail: displays the total amount of unanswered e-mail

Average e-mail per day: displays the average amount of e-mails received per day

Average response time: displays the average response time.

Remember that this does not take into account the fact that some e-mails do not require an answer, and that some e-mails come in at night or during the weekend. Because these e-mails 'skew' the response rate negatively, we have also created other statistics which might paint a more accurate picture, by showing how many e-mails are answered within a certain amount of time.

Responded to e-mail in less than 1 hour: displays the e-mail that is answered within 1 hour.

Responded to e-mail in less than 3 hours: displays the e-mail that is answered within 3 hours.

Responded to e-mail in 6-8 hours: These would generally be the e-mails which were received during the night/evening.

Responded to e-mail in24-48 hours: These e-mails can be e-mails which require no answer or were sent during the weekend. They have been put in this category so as not to distort the totals.

The above data is available per profile and per agent. This way you can monitor the performance of a department and a particular agent.


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