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Updated by Deepanwita
You can export information about email conversations in a shared mailbox in CSV format.
You can access Analytics from the left pane of your Gmail. Click on Analytics under the list of shared mailboxes in the left pane of your Gmail to access the Analytics. In the analytics section, select the shared mailbox for which you want to export the email information. Then click on the Export tab.
You can control which emails an exported file contains information about, based on multiple filters. The following is the list of filters available:
Export information about emails currently assigned to a single or a set of assignees.
Export information about emails with a specific status(es).
Export information about emails that have a specific tag(s).
You can also select the columns that you want to include in your report. The number of columns that you can include in your export will depend upon the plan. You can choose from the following columns
a. Average time to reply : This is the average time taken in minutes by users of the shared mailbox to respond to emails received in this email conversation.
b. Assignee : The user who the email conversation is currently assigned to.
c. Created at : The time at which the email conversation was created. The format for this column will be mm/dd/yyyy hh:mm:ss.
d. CSAT comment : The CSAT comment received for a email conversation.
e. CSAT rating : The rating received on an email conversation in the CSAT survey. If the survey was sent but not rated, it will have the value 'sent'.
f. CSAT recipient : The name of the user who received the CSAT rating on the email conversation.
g. First assigned at : The time at which the email conversation was assigned for the first time. The format for this will be mm/dd/yyyy hh:mm:ss.
h. First assign time : The time in minutes taken for the email to be assigned for the first time after it was received in the shared mailbox.
i. First responded at : The time at which the first reply was sent by any user of the shared mailbox. The format for this will be mm/dd/yyyy hh:mm:ss.
j. First response time : The time taken in minutes for the first reply to be sent after the email was received in the shared mailbox.
k. Note participants : A comma separated list of users who wrote notes on the email conversation.
l. Reply participants : A comma separated list of users who replied to an email conversation.
m. Resolved at : The time at which the email conversation was closed. The format for this will be mm/dd/yyyy hh:mm:ss.
n. Resolve time : The time taken in minutes for the conversation to be 'closed' after the first email in the email conversation was received.
o. Sender's email id : The email id of the person who initiated the email conversation.
p. Status : Current status of the email conversation.
q. Subject : Subject of the email.
r. Tags : List of the tags added on an email conversation.
You will receive the download link in an email with the subject 'Hiver analytics export for your shared mailbox is ready'.
In addition to exporting the reports when you need them, you can also schedule exports to be automatically generated and emailed to any email addresses you choose. To do this:
- Select Schedule Export
- Set up filters and columns
- Select frequency of generating exports, for example daily, weekly, monthly
- Select time and time zone when you want these exports to be generated and emailed
- Enter the email addresses that can access the generated export. They will receive the download link in an email with the subject 'Your [schedule frequency] export of [export name] for [shared mailbox name] mailbox is ready'
- You can save the scheduled report with a meaningful name.