What stats are included in the Optimizer?

What stats are included in the Optimizer?

“Current Conversation”

This section allows the agent to mark the email conversation that they are currently viewing as “closed” and there is the option of notifying the recipient that the conversation has been marked as closed.

“Emails approaching SLA”

This section populates with emails that are approaching an SLA threshold (Goal). The emails that qualify to appear in this section would meet an SLA report that has been saved or scheduled AND/OR an alert that has been created. They are ordered chronologically, with the top one being the one that is closest to reaching its specific SLA threshold. A maximum or 5 will appear in the window. As one email is dealt with the next one will load (if there is one to respond to). The email will disappear once responded to or marked as closed. If an email goes past the response time goal, the time will turn negative and be in red for 30 minutes before disappearing from the window.

“Email stats”

This section shows the agents key email performance metrics suchas inbound messages, outbound messages, email threads marked as closed and those awaiting a response. This section also allow the agent to compare their stats with any team(s) and/or shared mailboxes they are a part of.

“Reply time stats”

This section displays a break down of the agents average reply times, as well as of how many emails the agent has responded to within SLA and outside of the SLA. Again, the agent can compare their own performance to the team(s) and/or shared mailbox(es) they are part of.