Email - Teammate Performance Export

Email Conversations: For the email channel, a conversation is the equivalent to one or more email threads with the same customer. There can be any number of emails from either party within one conversation. Once the teammate marks the conversation as closed, it is calculated as a single conversation. Email Customer: the number of conversations is tied to the email address. There can be multiple conversations (email threads) tied to the same customer (email address). If a customer sends a new email from a different email address, it will be counted as a different customer in the inbox.

Teammate Performance

• Activity

  • Initial response: # of requests - within business hours Amount of email conversations that were acknowledged with an initial response (within business hours only)

• Responsiveness

  • Initial response: average time - within business hours The average time elapsed from the receipt of the first email from a customer to the first response sent by an teammate (within business hours only)

  • Initial response: # of requests - all hours Total amount of email conversations that were acknowledged with an initial response

  • Initial response: average time - all hours The average time elapsed from the receipt of the first email from a customer to the first response sent by a teammate

  • Total resolution: # of requests - within business hours Total number of email conversations that were completed by the teammate or marked as closed (within business hours only)

  • Total resolution: average time - within business hours The average time elapsed from receipt of the initial email communication to the moment the conversation was marked as closed (within business hours only)

  • Total resolution: # of requests - all hours Total amount of email conversations that were completed by the teammate / marked as closed

  • Total resolution: average time - all hours The average time elapsed from receipt of the initial email communication to the moment the conversation was marked as closed

Customer Satisfaction (CSAT) - Not available for email channel yet