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How to measure email response time
Another FAQ is how to get an email response report to check whether Customer Care or Sales agents actually meet the corporate Service Level Agreement of n % timeliness: in other words, are all received emails answered within the agreed time limit, or does it take too long?
Promodag Reports helps you track your KPIs! You can easily get this information with our Message Response Times report. You will find it in the Templates > Mailbox Content menu. Just select the agent mailboxes, set the detail level to Mailbox and click OK.
The report shows, for each mailbox, the email response rate and response time:
- Number/percentage of items without any action,
- Number/percentage of items marked as Reply or Reply to all,
- Number/percentage of items marked as Forward,
- Number/percentage of items not marked as Read,
along with the average time to answer/forward the message.
The report can also drill down to the message level; simply set the detail level to Item.
To get a graphic overview of the main actions performed on messages, run the Message Breakdown by Response Time report, also in the Templates > Mailbox Content menu.
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