Reporting / Analytics for Shared Mailboxes

Updated 2 weeks ago by Deepanwita

Hiver gives you reports/analytics for your shared mailboxes that help you understand how your team is doing, your email volume and areas of improvement. The reports provide an overview for all the important metrics of your team and also gives you a breakdown of each metric at the individual team member level.

Accessing Analytics

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 that you want to see reports for.

Reports Explained

The reports are always generated for a period of time that you can select from the date picker.

The report is broken down into these six tabs

- Conversation

- Productivity

- Users

- Tags

- CSAT

- Export

Conversations

This shows the volume of email conversations in your shared mailbox.

The three metrics included in Conversation is given below. For each of these metrics, you can see the absolute value as well as the percentage change. To calculate the percentage change, the data of the selected period is compared against the data of the immediately previous time period. eg if you choose a report for the month of May, it will compare the data for the month of May against the data for the month of April and show you the percentage change.

Metrics included in Conversation

a. Active conversations

This is the number of emails conversations that belong to any of the following categories:

- new email conversations started in the selected time period

- email conversations to which a reply has been sent in the selected time period, or

- email conversations that have been manually added to the shared mailbox in the selected time period.

The number on the left is the absolute number of active conversations. The number at the right is the percentage change in the number of active conversations in the selected and previous time period.

b. New conversations

This refers to the number of new email conversations that have been added to the shared mailbox during the reporting period.

The number on the left is the absolute number of new email conversations that were added to the shared mailbox. The number at the right is the percentage change in the number of new conversations received during the selected and previous time period.

c. Average new conversations per day

This metric refers to the average number of new email conversations that were added to the shared mailbox during the reporting period.

The number on the left is the average number of new email conversations that were added to the shared mailbox. The number on the right is the percentage change in the average number of new conversations received in the selected and previous time period.

Graph

On the right hand side the metrics is represented graphically. You can click on the small arrow to see the options available.

x-axis: Represents the selected time period, broken down into equal sized portions.

y-axis: Number of emails in the selected and previous time period 

Productivity

This provides data about the productivity of the team during the reporting period.

The three metrics included in Productivity is given below and for each of the metrics, you can see the absolute value as well as the percentage change. To calculate the percentage change, the data of the selected time period is compared against the data of the immediately previous time period. eg if you choose a report for the month of May, it will compare the data for the month of May against the data for the month of April and show you the percentage change.

Metrics included in Productivity

a. Closed conversations

This refers to the number of email conversations that have been closed during the reporting period.

The number on the left is the absolute number of email conversations that were closed during the selected time period. The number on the right is the percentage change in the number of closed conversations in the selected and previous time periods.

b. Average time to first response

This refers to the average time taken by the team to respond to a new email. This considers the time taken to send the first response and is independent of whether the state of the email was changed to 'closed' or not. 

The first response time is the time taken to reply after an email has come to a shared mailbox.

The number on the left is the absolute value of the average time to first response during the selected time period. The number on the right is the percentage change in the average time to first response in the selected and previous time periods.

c. Average time to close

This is the average of the time taken by the team to close emails after it arrived in the shared mailbox. Only the emails that were closed during the reporting period is considered.

If the email conversation was closed more than once, then this will be the average of the individual time taken to close each time.  

While calculating Average time to close, the time that an email was in pending state will not be taken into consideration. The calculation will be based only on the duration the email conversation was in open state.

The number on the left is the average time to close email conversations during the selected time period. The number on the right is the percentage change in the average time to close in the selected and previous time periods.

Graph

On the right hand side the metrics is depicted in represented graphically. You can click on the small arrow to see the options available. The graph depicts the number of conversations in the current and the previous time frame.  

x-axis: Represents the selected time period, broken down into equal sized portions.

y-axis: Number of emails. 

Users

This shows the following data related to the individual user.

Metrics included in Users

a. Reply Participants

The individual number of emails the user has replied to during the reporting period. This does not depend whether the user was assigned to the email or not.

b. Assigned

The number of email conversations which were assigned to the user during the reporting period.

c. Average First Response Time

The average time taken by the user to send the first response after being assigned to an email. Only the emails which were assigned to the user during the reporting period is considered.

d. Average Time to Close

This is the average time taken by the user to close the emails that were assigned to her.

While calculating 'Average time to Close' only the duration in which an email was in 'Open' state is considered. The duration in which an email was in 'Pending' state is not considered.

When you click on the name of a user, you will be able to see further details about the user.

Tags

This helps you learn how your team is using tags in a shared mailbox.

The following metrics about tags is shown

a. Number of conversations

The number of email conversations with the selected tag(s).

b.Average First Response time

This is the average time taken to send the first reply after the email conversations with the selected tag(s) arrives in the shared mailbox.

c.Average Time to close

This is the average time taken to close the emails which are labelled with the selected tags.

While calculating 'Average time to Close' only the duration in which an email was in 'Open' state is considered. The duration in which an email was in 'Pending' state is not considered.

 While calculating 'Average time to Close' only the duration in which an email was in 'Open' state is considered. The duration in which an email was in 'Pending' state is not considered.

Customer Satisfaction Surveys (CSAT)

This will refer to the metrics of the customer satisfaction surveys that were received on the shared mailbox during the selected time period.

On the left pane the Satisfaction score is given along with the breakup percentages.

Satisfaction score = (Number of Satisfied scores + Number of Okay scores) / Total number of CSAT scores received * 100

The number on the top is the percentage change in the satisfaction score in the selected and previous time periods.

On the right pane all the comments received in the customer satisfaction survey are listed with their relevant details.

Export

You can export information about email conversations in a shared mailbox in CSV format. Click here to learn more.

Plan

The features of the export depends upon the plan. You can find the details here

Plan

Number of columns

Scheduled Export

Plus

N/A

N/A

Premium

7

No

Enterprise

10

Yes


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