HELP FILE

Email Reports

Name Availability Notes
Assignment Summary Enterprise Analyze data such as email assignments accepted during the time period (per operator), average time to accept email assignments, average speed to answer email assignments, and more.
Status Summary (on Web Reports: Assignment Status Summary and Thread Status Summary) Enterprise These reports provide the status of new email threads created in the date range specified, including details about the number of unanswered and answered emails for open as well as closed email threads.
Activity Summary Enterprise The report contains details such as the number of emails sent and received, average time to respond, number of answered, closed answered and closed unanswered email threads along with average speed to answer and average time to close for answered.
Activity Summary > Assignment Activity Summary Enterprise, Web This report returns activity for individual emails exchanged within a thread based on the operator assigned to the individual emails. The Sent, Received, and ATTR (Average Time to Respond) columns look at the email count grouped by the created date of individual emails in a thread. Answered and ASA (Average Speed to Answer) represent data for individual emails.
  • Sent = The number of emails sent during the specified date range.
  • ATTR (HH:MM:SS) = The "Average Time to Reply" for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
  • Received = The number of emails received during the specified date range.
  • Answered = The number of assignments (automatic or manual) for which an answer was sent during the specified date range. Each assignment with an answer is represented, even when answering the same email or the same thread.
  • ASA (HH:MM:SS) = The "Average Speed to Answer" for assignments answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when assignment was made].
  • Closed Answered = The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
  • Closed Unanswered = The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.
  • ATTC (HH:MM:SS) = The "Average Time to Close" for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by operator/department, or when using operator grouping, you filter out the individual emails assigned to the filtered operator/department.

Activity Summary > Thread Activity Summary Enterprise, Web This report returns activity for individual emails exchanged within a thread based on the operator assigned to the thread. However, Sent, Received, and Average Time to Respond look at the email count grouped by the created date of individual emails.
  • Sent = The number of emails sent during the specified date range.
  • Received = The number of emails received during the specified date range.
  • ATTR (HH:MM:SS) = The "Average Time to Reply" for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
  • Answered = The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
  • ASA (HH:MM:SS) = The "Average Speed to Answer" for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
  • Closed Answered = The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
  • Closed Unanswered = The number of threads that were closed during the specified date range without being answered.
  • ATTC (HH:MM:SS) = The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by operator/department, or when using the operator grouping, you filter out the email threads assigned to the filtered operator/department. The ASA (Average Speed to Answer) is calculated using the time-to-answer of the first email answered in each counted thread (as shown in the Answered column).

Performance > Email Thread Answer Performance Summary Enterprise This report returns the time it takes for email threads to be answered, based on the selected grouping. Use it to analyze the time-to-answer distribution for each email in a thread. Time-to-answer is the time between receipt of the incoming email and the operator's response. The report returns the interval between the first email's arrival to the BoldChat server and the initial response to that email by an operator.
Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.
Performance > Email Thread Close Time Performance Summary Enterprise Returns the time it takes to close the email thread based on the selected grouping. It answers the question "How much time elapsed between the first response the time when the thread was closed?"
Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.
Performance > Email Assignment Answer Performance Summary Enterprise This report returns the time it takes for email assignments to be answered, based on the selected grouping. It answers the question "How long is it taking my operators to respond to an email?" It analyzes the time-to-respond distribution for each email sent in direct response to an incoming email. Time-to-respond is the time between receipt of the incoming email and the operator's direct response.
Performance > Email Assignment Close Time Performance Summary Enterprise This report returns the time it takes to close the email assignment based on the selected grouping. It answers the question "How much time elapsed between the time of assignment and the time when the assignment was closed?" It is filtered based on the time the email assignment was closed.
Performance > Email Time to Respond Performance Summary Enterprise This report returns the time it takes for an email to be responded to, based on the selected grouping. Use this report to answer the question "How long did customers have to wait for each response sent on a given date?"
Note: To avoid a negative impact on operators' performance statistics, use Time Filter > Only when Operators are Available. This excludes periods when operators should not normally be expected to respond – namely, when they are unavailable.
Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.
Productivity > Accepted Enterprise See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an operator accepts or responds to an assigned email thread.
Productivity > Answered Enterprise See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an operator is the first to respond to an email thread.
Productivity > Assigned Enterprise See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.
Productivity > Closed (Answered) Enterprise See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an operator closes an email thread with at least one response email.
Productivity > Closed (Unanswered) Enterprise See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an operator closes an email thread with no response email.
Productivity Report > Received Enterprise See the number of individual emails received by the given grouping for a specified date range.
Productivity Report > Sent Enterprise See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.
Productivity Report > Summary Enterprise See the average of several key email metrics for a specified date range.
Productivity Report > Time To Respond Enterprise See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.