Helpmonks Report

Helpmonks’ reports give you an insight into your mailbox’s activity and how your team members perform. Now, with the updated report, you can also see data view the same data grouped by labels, or further metrics to get a summary of activity for a chosen time range.

Report data is shown in the viewing user’s timezone. Additionally report data is updated in real time and can be checked through the current day to see changes. (Keep in mind, caching could delay reports updates for a few minutes)

General Information :

The report data are measured according to usage and activity. We store when an email arrives to the amount of time before a responses, status change, or label applied.

An email conversation is considered resolved when its status is marked as closed. If there was an assigned user at the time it’s closed, the reports will count the stats towards that user. Otherwise, it’s considered unassigned in regards to stats, and does not effect any user’s stats.

If no reply is sent at all on an email, it will not affect either the response times for the reports. Also, marking an email as answered will not affect the reports. However, marking the email as closed does affect the resolution time, which is calculated from the time of the initial email to the time it is marked closed. When viewing reports we show the average times for the emails matching the report criteria for a date range.

Types of Reports :

Summaries

This section gives you a compact view of all activities within your mailbox in your defined date range.

It measures the total number of received emails, the and how many of those were from new email addresses, as well as the number of closed emails for the given time range.

Reports have also been updated to allow viewing data across all your mailboxes, instead of one at a time.

Contacts and Companies

This section displays the most active customers and companies you are in contact with. There is individual data for each customer and company which shows the number of conversations, total replies, and average reply time. Moreover, selecting a contact’s name will route you to the customer/company details page with the history of the conversations where the data is collected from.

Labels

Similar to the Contacts and Companies page, this report section displays the most used label in your mailboxes.

There is also a graph for each Label to give you a visual rendering of the data. If you place your mouse cursor over the graph, you’ll see how many messages are from new contacts and how many emails are already closed/resolved.

User Activities

This section shows the summary of all users’ combined data and the values for individual users. Here are the six data points on how we calculate this report:

  • First Replies - this is the first reply that a contact receives back after starting a NEW email conversation.
  • Total Replies - This refers to any reply to the email, and includes the initial message.
  • Total Resolved - The number of emails marked as closed.
  • Average First Reply - The time between the customer’s first email to the mailbox and the first reply back to the customer.
  • Average Reply Time - The average time the customer waits between sending an email and receiving a response. Please note that all replies (including the first) are calculated in the average response time.
  • Average Resolution Time - The average time between the customer’s first email and the email conversation being marked as closed.

In addition, clicking a user’s name on the list will show you a more comprehensive view of activity for that user, i.e the list of conversations where the data are collected.

Approval Log

This section shows you the whole approval process. Each user is listed by how many messages were approved and rejected. Clicking on a user will drill further down, showing which email conversation the approval or rejection is associated with.

Usage Report

As the name implies, the report shows you an overview of your usage in Helpmonks. It shows you how many emails you have in Helpmonks, the current size of all your stored attachments, how many emails you’ve sent, and much more. The data is also broken down by each mailbox.