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Message Breakdown by Response Time

Overview

On-Premises Office 365

This report complements Message Response Times by displaying message response time at custom time intervals in a graph. Messages are distributed between 4 types of actions: Forward, Reply to sender, Reply to all, No action.

Usage

Use this report to verify that your customers' e-mails are being handled within the agreed Service Level Agreements.

Illustrated Use Cases

Generate an email response report

How can you get an email response rate and response time report to check whether Call Center or Customer Service agents actually meet the agreed time limit? This post addresses this FAQ.

Screen Copies

Message Breakdown by Response Time as a Pie Chart

Sample Report: Message Breakdown By Response Time For The Sales Mailbox

This example report shows the distribution of messages in the Sales mailbox by response time and by type of action: Reply, Reply to All, Forward.

Download - File size: 194KB

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