An email conversation is considered closed/resolved when it’s 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.
Most of the reports measure the responses - how many & how long, and also how long until a conversation has been closed.
The reports are real-time, (though the data may be cached up to 5 minutes for performance). We can provide real-time data because all data from the day before and earlier is pre-computed, only today’s data must be calculated on the fly.
A day is a 24 hour time period starting at midnight at the server’s location. Our hosted platform uses EST for report data. If it’s necessary to set the report day to a different time zone this can be done with a dedicated server or on-premise installation.
Four types of reports
Activity Over Time
Measures the number of received emails, number of received emails from new email addresses, and the number for closed emails for the given time range.
Mailbox Activity & (3) User Activity
These two reports are pretty similar, the difference being that one shows the values for the entire mailbox, while the other shows the values for the individual users.
There are six data points for these two reports
Total First Responses - A first response, is counted as an email with an initial reply
Total Responses - Any reply to the email, including the first reply
Total Resolved - The number of emails marked as closed
We also store the average values that it takes to reach those states :
Average First Response Time - The time between the customer’s first email to the mailbox and the first reply back to the customer
Average Response Time - The average time the customer waits between sending an email and receiving a response
Average Resolution Time - The average time between the customer’s first email and the email conversation being marked as closed.
User Detail Report
This report is a little hidden, but at the bottom of the User Activity Report, you can link to the User Detail Report for the named user by clicking on the name
Total Conversations - The total number emails the user was a part of (had at least one reply)
Total Responses - Total replies in the given time period
Average reply time - average time from the customer’s email to the reply of that user.
Total average responses - This is the average number of responses per day that the user worked in the given time range. A day is considered a working day if the user had at least one reply.
Days with most and least replies - Lists the day of the week that fits the value. Only days in which the user had at least one reply will be counted.
In the Conversations table all email conversation that the user was a part of are listed.
However the data in this table is for the conversation itself and not the particular user being viewed. When a conversation states that there were 5 responses, only one of those must be from the user of the report.
Summary - The summary shows the averages of the data in the conversation table. Total responses is the total of all the responses in the table, and is the total of all user responses.