Overview Report

The report overview page allows you to view data for your entire account or you can filter to a specific mailbox, team or Group / Shared Mailboxes.

The main section of the page contains a number of statistics. Each statistic is explained below:

Total Conversations

The total number of email conversations or threads. Note, that the total number of email conversations could be 10, but the total number of emails could be 100 if there were 10 emails back and forth per conversation. So the Total Conversation is the total number of conversations and not the total number of emails / messages.

Internal Conversations

The total number of conversations that occur between two agents on Time To Reply.

Inbound Conversations

The total number of conversations that have been started as a result of an inbound email being the initial email (first email) to the conversation. If a customer emails in and starts a new email conversation thread that is seen as an inbound conversation.

Outbound Conversations

The total number of conversations that have been started as a result of an outbound email being the initial email (first email) to the conversation. If one of your agents sends an email to a customer and starts a new email conversation thread that is seen as an outbound conversation.

Conversations With Replies

The total number of conversations that have received a reply. The total includes agent replies and external replies. The agent total is the number of conversations the agent has responded to.

Completion Ratio

The number of inbound conversations divided by the number of agent conversation replies gives you the completion ratio. This is the percentage of new inbound emails that are responded to by your agent(s).

Total Messages

The total number of messages (sent and received) in the system. 

First Messages

The total number of emails that start a new conversation. I.e. the total number of initial emails (sent or received that start a new conversation). 

Reply Messages

The total number of messages that were replies, whereby the respondent clicked ‘reply’ to respond to the email. This does not include ‘reply all’ or ‘forward’. 

Reply All Messages

The total number of messages that were replies whereby the respondent clicked ‘reply all’ in response. This does not include ‘reply all’ or ‘forward’. 

Forward Messages

The total number of messages that were forwarded. 

 

Average Initial Reply Time

The average response time of your company, team, shared mailbox or agent (depending on what filter you have applied), to first emails. I.e. new emails that start a conversation. Also known as ‘average first response time’. 

Average Overall Reply Time

The average response time of your company, team, shared mailbox or agent (depending on what filter you have applied), to all emails (first emails and all other conversational emails). 

The following section is a table that breaks down the overall performance by agent / mailbox. Using the Display Options tick boxes you can choose which columns you want to hide/display. You can rank by any column by clicking on the header of that column. The column names are explained below:

Email
Mailbox or alias that the statistics are linked to.

Conversation
Number of conversations / threads.

Internal
Number of emails between two or more of the agents / mailboxes that have been added to TTR.

Inbound
Number of conversations that started with an email from an external source. I.e. not started by one of your agents that are on TTR.

Outbound
Number of conversations started by one of your agents that has been added to TTR.

Have Replies
Number of conversations that have received a reply.

Messages (R)
Total number of messages received by your agents / mailboxes.

Messages (S)
Total number of messages sent by your agents / mailboxes.

First (R)
Total number of first messages received by your agents / mailboxes.

First (S)
Total number of first messages sent by your agents / mailboxes.

Replies (R)
Total number of replies received by your agents / mailboxes.

Replies (S)
Total number of replies sent by your agents / mailboxes.

Reply-alls (R)
Total number of reply-alls received by your agents / mailboxes.

Reply-alls (S)
Total number of reply-alls sent by your agents / mailboxes.

Forwards (R)
Total number of forwards received by your agents / mailboxes.

Forwards (S)
Total number of forwards by your agents / mailboxes.

Initial TTR
The average response time of your company, team, shared mailbox or agent (depending on what filter you have applied), to first emails. I.e. new emails that start a conversation. Also known as ‘average first response time’. 

Overall TTR
The average response time of your company, team, shared mailbox or agent (depending on what filter you have applied), to all emails (first emails and all other conversational emails). 

The final section on the page is a graph that shows the daily average initial response time and  each inbound conversation that has received a reply by one of your agents.

Over time you will be able to see whether your daily average initial response time is improving or getting worse. 

If you hover over any of the blue dots you can see the subject line of the email that received that initial response time. If you want to find out more information about the response time subsequent conversation you can search for the email subject and date on the conversation log or messages log section.

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