Generate an e-mail response report
Another FAQ is how to get an e-mail response report to check whether call-center employees actually meet the corporate SLA of n % timeliness: are all received emails answered in the correct time, or does it take too long?
You can get this report by using the Performed Actions on Messages report template. You will find it in the Templates > Mailbox Content menu.
It gives, mailbox by mailbox, the number/percentage of items without action, marked as reply, marked as forward, marked as unread with the average time to answer. It can even drill down to the message level from PROMODAG Reports v.9 onwards.