Frequently Asked Questions

Shrikant Updated by Shrikant

Q. What is a ‘Conversation’?

A. When people reply to an email, Gmail groups the responses together in conversations - with the newest email at the bottom. A conversation breaks off into a new conversation altogether if the subject line changes, or when the conversation goes beyond 100 emails.

Q. What does Assignee mean?

A. An assignee is the current owner of a task in a shared mailbox. The ownership of a conversation can change any number of times - depending on the number of subtasks. But, at any given point in time, a conversation can be assigned to only one user - ideally, the one who owns the current task.

Q. What do each of the statuses mean in Hiver?

A. Hiver helps teams collaborate on shared mailboxes. In order to manage conversations or tasks, it is essential to assign a “Status” to each conversation. Hiver classifies all emails into three status categories, viz. Open, Pending and Close.OPEN: Open conversations are the ones that are actively being worked on by the team.PENDING:  Pending bucket is for tasks that are not resolved, but the action has been completed from the user’s end. Typically, these are conversations awaiting a response from the customer or 3rd party.CLOSE: Closed conversations are the ones where the task has been completed and issue is resolved.

Q. What is ‘Total Conversations’ for a time window?

A. ‘Total Conversations’ is the count of ‘active’ conversations that your team has worked on during a specific time window. Hiver considers replies on a conversation or change of status as signs of an ‘active conversation’.

Q. What is ‘New Conversations’?

A. New conversations is the count of new conversations received in the SM during a specific time period.

Q. What is ‘Closed Conversations’?

A. It is the number of conversations which were closed at least once during that time window.

Q. What is ‘First Response’ ?

A. Any reply from a Hiver user on a new conversation is considered a ‘First Response.’ First responses are attributed to the user and the shared mailbox the response was sent from.

Q. How do we calculate ‘First Response Time?

A. ‘First Response Time’ is the time elapsed from the moment a new conversation arrives in the shared inbox, until a team member replies to the conversation. If a conversation is part of multiple shared mailboxes, the first response time for each mailbox is computed independent of any action performed from other shared mailboxes. In case of emails added to the shared mailbox manually, first reply from the Shared Mailbox is considered. Any reply prior to the action is not considered a team reply and hence excluded from the metric. Responses sent by the Autoresponder are also excluded for the same reason.

Q. What is ‘Average First Response Time’?

A. It is the average response time for all instances of “First response” sent during a specific time period.It is a measure of how quickly the team responded to new conversations for that time period.

Q. What is ‘Time to Close’?

A. ‘Time to close’ is the time taken to resolve a task. It is the amount of time that the team has actively worked for resolving a task.In Hiver, Open status means that the issue is being actively worked upon by the team. So, in other words, the total time spent by an issue in ‘Open’ state is also the time taken to resolve. Pending status implies the team has put the matter on hold pending a response from the customer (or for any other reason for that matter) - it does not affect the Time to close.

Q. What is the meaning of the term ‘Participated’ ?

A. Participated indicates a reply made to shared inbox emails. If a shared mailbox user wrote 50 replies during the reporting time period, the participated count is 50. It does not take into account whether the reply was on same or distinct conversations. Participated count is an indicator of how active each of your team members are.

Q. If email is ‘Unassigned’, is the first response still attributed to the user?

A. Yes. First response is attributed to the user who sends the reply and not the Assignee. Even when a task is unassigned, the first reply is attributed to the user who sends the reply.

Q. How do I know the average time spent by a user on their tasks?

A. The “Time to close” metric is an indicator of the amount of time for which a user worked on a task.

Q. I want to track metrics for a particular type or category of conversations. How can I do that?

A. We designed Tags to help teams categorise emails in a shared mailbox. If you would like to manage and track emails of a particular type, create a Tag and attach it to all conversations of that type. The ‘Tags’ tab in Hiver’s analytics helps you monitor and study performance for all emails with that particular Tag.

How did we do?

Reporting / Analytics for Shared Mailboxes


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