Reports: Email

Our Email report measures efficiency working with email conversations. You'll be able to keep track of how your team is performing in terms of time spent addressing and responding to conversations.

Standard plans can report on the last 2 years of data. Plus and Pro plans can report on data for the lifetime of the account. 

Users with the Reports: View reports permission can view the Email report data for any inboxes they can access. 

Report Overview

How long are customers waiting for a reply?

This is where the Response Time metric comes in. It is an average, based on your filters, and is a good indicator of how active your team has been in the queue. If you take a gander at the response time graph, you might find this comparison useful to get a quick overview of different time periods.

How long are customers waiting for our very first reply?

Nobody likes to be kept waiting, and a simple first reply goes a long way. Month over month, you might use this metric to quantify higher or lower first reply times. Were you short-staffed, or did a huge issue pop up that took more time to address?

For example, you might find that 77% of your conversations received a first response in under 15 minutes or less. But what about those straggling conversations that took forever to address? You can drill down to quickly see which conversations got left behind.

How many times are we going back and forth with customers?

Lengthy exchanges could mean that not enough information is being given with each reply, or perhaps you're receiving a handful of complex questions that require multiple messages. On the flip side, a low number of replies could be a sign that your team is providing really thorough answers on the first try. In our example below, 56% of our conversations needed only one reply to resolve.

How long is it taking to address conversations?

Handle time measures the time from when the conversation is opened, to when a reply is sent to the customer. You'll find that higher handle times correspond to really long replies or a lack of resources or knowledge on the User side. What does that really mean?

For one, you could decrease handle time with more saved replies, or even an internal knowledge base. Both of these little tools keep the User on the same page, focused on the reply, and not bouncing between tabs to find additional information. Based on our example below, our average handle time for the filtered period was 5 minutes and 21 seconds. In other words, it took us around to 5 minutes to open the editor, whip up a reply, and send it off.

Metric Definitions

There are a few buckets of conversations that are analyzed within the Email report. If you run a report looking at January 1st through January 15th, you’ll find conversations that:

• Were created in the selected time frame are included in Email Conversations and Emails Created metrics
• A customer replied to in the selected time frame in the Messages Received metric
• A User replied to in the selected time frame in the Replies Sent, Response Time, and First Response Time metrics
• Were resolved in the selected time frame (at least one User reply and a closed status) for Resolution metrics

Office Hours

The Email Report offers the Office Hours toggle switch, located just below the graph block on the right side of the screen. 

Turning the Office Hours filter on will re-calculate your resolution and response time metrics to account for the Company settings, and you'll see the report change in real-time. (See Set Company Office Hours for more on that setting.) This does not exclude any conversations from the report and does not affect metrics without time-based elements.