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Reporting / Analytics for Shared Mailboxes

Deepanwita Updated by Deepanwita

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

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 Analytics. Hiver measures all metrics at a shared mailbox level, hence all reports correspond to a shared mailbox. You can select the shared mailbox that you want to see reports for.

Reports Explained

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

These are the four default reports available.

- Conversations : This report gives you insights into the volume of conversations handled by your team, and how your team did on responding to and working on the conversations.

- Users : This report helps you get deeper into the activity and performance of each user who is a member of the team.

- Tags : This report gives you insights into the volume of conversations and the team's performance across each category.

- CSAT : This report lets you know the feedback received on the conversations in the shared mailbox.

Conversations

This report lets you know the volume of emails in the shared mailbox.

1. Active conversations

Active conversations are those conversations where atleast one email was sent or received during the reporting period. This lets you know the volume of conversations processed by your team.

For conversations added to the shared mailbox using the 'Add to Shared Mailbox' option, the emails exchanged after they are added to the shared mailbox are considered. For example, consider a conversation that started in a personal inbox on 1st Jan and was added to the shared mailbox on 1st Feb. If the reporting period is 1st Jan to 15th Jan, then this conversation will not show up on the report.

Percentage change : This shows the change in this metric in the selected duration compared to a period of time of the same duration, just prior to the selected period. For example, if you select the week of 1st Jan, 2020 to 7th Jan, 2020 for the report, percentage change shows you how the value of the metric in the selected period compares with the value in the period 25th Dec, 2019 to 31st Dec, 2019.

The number of active conversations on a daily basis is plotted on a graph.

Analyze the report

You can click on the Analyze button to dig deeper and learn more about the report. When you go into the Analyze section, this is what you can access:

1. Graphical Summary

A graphical summary of the number of conversations that are included in the report. The conversations can be grouped by any of the following

Option

Meaning

Example Usage

Date

Choose this option to see the distribution of the count of active conversations across dates

Find the days on which your team was the busiest

Status

You can see the count of conversations for each status. This refers to the current status.

Supervisors can group the 'Active conversations' by status to know how many of them are still in 'Open' so that the team can focus on closing these first.

Assignee

Choose this to see the count of conversations assigned to each user.

Find the team members who were the busiest.

Tags

This option lets you see the count of conversations assigned to each tag.

Understand category wise distribution of conversations.

2. Details

Here you can find the complete list of all conversations that are a part of the report. You can see the given details for each of the conversations

Field

Description

Associated conversations

Click here to open the conversation.

Created on

Date and time when the first email in the conversation was sent from, received at or was manually added to the shared mailbox.

Assignee

Current assignee of the conversation.

Status

Current status of the conversation.

3. Filters

You can apply the following filters to narrow down the scope. The conversations which match the filter conditions during the reporting period will be selected.

Criteria

Meaning

Assignee

This option lets you filter conversations based on the current assignee. You can select a user or a set of users. If you select a set of users, you will see conversations assigned to ANY of them

Status

This option lets you choose conversations which have ANY of the statuses that you select

Tags

Choose this option to see conversations which have ANY or ALL of the tags that you've selected

2. New conversations

New conversations refers to the conversations which were started or were manually added to the shared mailbox during the reporting period.

Percentage change : This shows the change in this metric in the selected duration compared to a period of time of the same duration, just prior to the selected period. For example, if you select the week of 1st Jan, 2020 to 7th Jan, 2020 for the report, percentage change shows you how the value of the metric in the selected period compares with the value in the period 25th Dec, 2019 to 31st Dec, 2019.

You can see a plot of new conversations in the shared mailbox per day over the selected period.

Analyze the report

You can click on the Analyze button to dig deeper and learn more about the report. When you go into the Analyze section, this is what you can access:

1. Graphical Summary

A graphical summary of the number of conversations that fall under the report. The conversations can be grouped by any of the following

Option

Meaning

Example Usage

Date

Choose this option to see the graphical distribution of the count of conversations across dates

Find the days that had unusual trends in volume

Status

This lets you see the count of conversations for each status. This refers to the current status

Supervisor can check the new conversations received yesterday or last week that are still in 'Open'.

Assignee

Choose this to see the count of conversations assigned to each user

Find the volume of conversation handled by each team member.

Tags

This option lets you see the count of conversations assigned to each tag

Understand category wise distribution of conversations.

Conversation type

This will let you see the breakdown of conversations based on how it was initiated. You can choose between Inbound, Outbound or Manually added.

Of all the new conversations started during a given period, supervisor can know how many of those were instances of customer reaching out to the team as opposed to the team reaching out to the customer.

Options for conversation types

Inbound

This refers to the conversations where the first email was sent to the shared mailbox email address

Outbound

This refers to the conversations where the first email was sent by any of the users of the shared mailbox or from the shared mailbox email address

Manually Added

Conversations added to the shared mailbox using the 'Add to shared mailbox' option

2. Details

Here you can find the complete list of all conversations that are a part of the report. You can see the given details for each of the conversations

Field

Description

Associated conversations

You can click here to open the conversation

Created on

Date and time when the first email in the conversation was sent from, received at or was manually added to the shared mailbox

Assignee

Current assignee of the conversation

Status

Current status of the conversation

3. Filters

You can apply the following filters to narrow down the scope. The conversations which match the filter conditions during the reporting period will be selected.

Criteria

Meaning

Assignee

This option lets you filter conversations based on the current assignee. You can select a user or a set of users. If you select a set of users, you will see conversations assigned to ANY of them.

Status

You can choose conversations which have ANY of the selected statuses

Tags

Use this to see conversations which have the selected tags. You can choose to see conversations which have ANY or ALL of the selected tags.

Conversation type

This will let you choose the conversations based on how it was initiated. You can choose between Inbound, Outbound or Manually added.

Options for conversation type

Inbound

This refers to the conversations where the first email was sent to the shared mailbox email address

Outbound

This refers to the conversations where the first email was sent by any of the users of the shared mailbox or from the shared mailbox email address

Manually added

Conversations added to the shared mailbox using the 'Add to shared mailbox' option

3. Resolved conversations

Resolved conversations refers to the conversations which were closed during the reporting period, and were never re-opened later.

Percentage change : This shows the change in this metric in the selected duration compared to a period of time of the same duration, just prior to the selected period. For example, if you select the week of 1st Jan, 2020 to 7th Jan, 2020 for the report, percentage change shows you how the value of the metric in the selected period compares with the value in the period 25th Dec, 2019 to 31st Dec, 2019.

You can see a plot of resolved conversations in the shared mailbox per day over the selected period.

Analyze the report

You can click on the Analyze button to dig deeper and learn more about the report. When you go into the Analyze section, this is what you can access:

1. Graphical Summary

A graphical summary of the number of conversations that are included in the report. The conversations can be grouped by any of the following

Option

Meaning

Example Usage

Date

Choose this option to see the trend of the count of resolved conversations across dates

Find the days on which the team closed the most amount of conversations

Assignee

Choose this to see the count of conversations assigned to each user

View the volume of resolved work segmented by assignee

Tags

This option lets you see the count of resolved conversations assigned to each tag

Understand category wise distribution of conversations

2. Details

Here you can find the complete list of all conversations that are a part of the report. You can see the given details for each of the conversations

Field

Description

Associated conversations

You can click here to open the conversation.

Created on

Date and time when the first email in the conversation was sent from, received at or was manually added to the shared mailbox.

Assigned to

Current assignee of the conversation.

Emails from mailbox

Number of emails sent by the users of the shared mailbox in that conversation.

Resolution time

Time taken to resolve the conversation. This is the total time spent by the conversation in "open" status.

Resolved on

The time when the conversation was finally marked as closed.

3. Filters

You can apply the following filters to narrow down the scope. The conversations which match the filter conditions during the reporting period will be selected.

Criteria

Meaning

Assignee

This option lets you filter conversations based on the current assignee. You can select a user or a set of users. If you select a set of users, you will see conversations assigned to ANY of them.

Tags

Use this to see conversations which have the selected tags. You can choose to see conversations which have ANY or ALL of the selected tags.

4. First response time

This is the time taken by the team to reply to the first email received on a conversation. All the first responses sent during the reporting period is considered in this report, regardless of when the conversation was started or manually added to the shared mailbox.

Average first response time is the sum of all the first response time made during the reporting period divided by the number of conversations. This lets you know how quickly your team responds when a customer reaches out to you for the first time.

Percentage change : This shows the change in this metric in the selected duration compared to a period of time of the same duration, just prior to the selected period. For example, if you select the week of 1st Jan, 2020 to 7th Jan, 2020 for the report, percentage change shows you how the value of the metric in the selected period compares with the value in the period 25th Dec, 2019 to 31st Dec, 2019.

You can see a plot of the average first response time for conversations in the shared mailbox per day over the selected period.

Analyze the report

You can click on the Analyze button to dig deeper and learn more about the report. When you go into the Analyze section, this is what you can access:

1. Graphical Summary

A graphical summary of the number of conversations that are included in the report. The conversations can be grouped by any of the following

Option

Meaning

Example Usage

Date

Choose this option to see the trend of the average first response time across dates

Find the daily breakdown of the responsiveness of the team

Tags

This option lets you see the average first response time for each tag

Understand category wise distribution of conversations

Users

This option gives you the first response time for each user

Find the responsiveness of each user

2. Details

Here you can find the complete list of all conversations that are a part of the report. You can see the given details for each of the conversations

Field

Meaning

Associated conversations

You can click here to open the conversation.

Created on

Date and time when the conversation was sent from, received in or was manually added to the shared mailbox.

First replied on

Date and time when the first response was sent from the shared mailbox address

First replied by

User who sent the first reply.

First response time

Time taken by the team to reply to the first email received on a conversation

A. In case of inbound conversations, it is the time taken to respond to the first email sent to the shared mailbox

B. In case of outbound conversations, it is the time taken to respond to the first email of the customer

C. In case of emails added to the shared mailbox, it is the time taken for the first response to be sent after the conversation is added to the shared mailbox.

Click here to learn more about Unidentified.

Options for conversation type

Inbound

This refers to the conversations where the first email was sent to the shared mailbox email address.

Outbound

This refers to the conversations where the first email was sent by any of the users of the shared mailbox or from the shared mailbox email address.

Manually Added

Conversations added to the shared mailbox using the 'Add to shared mailbox' option.

3. Filters

You can apply the following filters to narrow down the scope. The conversations which match the filter conditions during the reporting period will be selected.

Criteria

Description

User

You can select a user or a set of users whose average response time you want to see. The user may or may not be the assignee of the conversation.

Status

You can use this to select the conversations based on their current status.

Tags

Use this to see conversations which have the selected tags. You can choose to see conversations which have ANY or ALL of the selected tags

5. First assign time

This is the time it takes to assign a conversation in the shared mailbox for the first time. All the conversations that were first assigned during the reporting period are included in this report, regardless of when the conversation was started or manually added to the shared mailbox.

Average first assign time : Total time taken to assign conversations for the first time divided by the number of conversations first assigned during the reporting period.

Percentage change : This shows the change in this metric in the selected duration compared to a period of time of the same duration, just prior to the selected period. For example, if you select the week of 1st Jan, 2020 to 7th Jan, 2020 for the report, percentage change shows you how the value of the metric in the selected period compares with the value in the period 25th Dec, 2019 to 31st Dec, 2019.

You can see a plot of the average first assign time for conversations in the shared mailbox per day over the selected period.

Analyze the report

You can click on the Analyze button to dig deeper and learn more about the report. When you go into the Analyze section, this is what you can access:

1. Graphical Summary

A graphical summary of the number of conversations that fall under the report. The conversations can be grouped by any of the following

Option

Meaning

Usage

Date

Choose this option to see the trend of average first assign time during the reporting period

Find out how quickly conversations were assigned after they came to the shared mailbox each day during the reporting period

Tags

This lets you know the first assign time for each topic

Understand which category of conversations took the longest to first assign

User

This will let you know the first assign time for each user

Find out if there is any delay in the first assign time for any user.

2. Details

Here you can find the complete list of all conversations that are a part of the report. You can see the given details for each of the conversations

Field

Description

Associated conversations

You can click here to open the conversation.

Created on

Date and time when the first email in the conversation was sent from, received at or manually added to the shared mailbox.

Assigned on

Date and time when the conversation was assigned for the first time

Assigned to

User to whom the conversation was assigned for the first time

First assign time

Time taken by the team to assign the conversation for the first time

3. Filters

You can apply the following filters to narrow down the scope. The conversations which match the filter conditions during the reporting period will be selected.

Criteria

Meaning

Assignee

You can choose the conversations currently assigned to a user or a set of users. If you select a set of users, you will see conversations assigned to ANY of them.

Tags

Use this to see conversations which have the selected tags. You can choose to see conversations which have ANY or ALL of the selected tags.

6. Response time

Response time is the time taken by the team to respond to conversations. This report covers all the responses which were sent during the reporting period regardless of when the conversation was started or manually added to the shared mailbox.

Some important details about how response time is calculated:

- In case of back to back incoming emails, the time between the first incoming email and the reply is taken into consideration. For example, an email(email 1) reached the shared mailbox at 9am, and there was another incoming email(email 2) at 10 am. User Kate sends a response(email 3) at 11 am. The response time for email 3 would be 2 hours.

- For conversations that are manually added to the shared mailbox, response time is always calculated from the time the conversation was added to the shared mailbox. For example suppose a conversation reached inbox of a user at 9 am and she added that conversation to the shared mailbox at 10 am. The response to the same conversation was sent at 11am. Here, response time will be 1 hour.

- If a conversation is a part of more than one shared mailbox then the response time is calculated independently for all the shared mailboxes.

Average response time : This is the total of all the response times, divided by the number of responses during the reporting period.

Percentage change : This shows the change in this metric in the selected duration compared to a period of time of the same duration, just prior to the selected period. For example, if you select the week of 1st Jan, 2020 to 7th Jan, 2020 for the report, percentage change shows you how the value of the metric in the selected period compares with the value in the period 25th Dec, 2019 to 31st Dec, 2019.

You can see a plot of the average response time for conversations in the shared mailbox per day over the selected period.

Analyze the report

You can click on the Analyze button to dig deeper and learn more about the report. When you go into the Analyze section, this is what you can access:

1. Graphical Summary

A graphical summary of the number of conversations that fall under the report. The conversations can be grouped by any of the following

Option

Meaning

Usage

Date

Choose this option to see the trend of the response time during the reporting period

Find how fast your team replies to customers.

Tags

This lets you know the average response time for each topic

Understand which category of conversations took the longest to respond

Sent by

Choose this option to see the number of emails sent by the users

Find the volume of emails handled by the selected users

Response type

This will let you see the distribution according to each response type. Details below.

Understand the nature of work being done by the team

Click here to learn more about 'Unidentified'.

2. Details

Here you can find the complete list of all the email responses that are a part of the report. For example, if 5 replies were sent by the user Kate in a conversation between her and Meghan, you will be able to see 5 separate entries here

Field

Description

Associated conversations

Click here to open the conversation

Created On

Date and time when the first email in the conversation was sent from, received at or manually added to the shared mailbox

Sent On

Date and time when the response was sent from the shared mailbox

Sent by

User who sent the response

Response type

Type of response. Details below.

Response time

Time taken to send the response.

A. For New Outgoing, response time will always be 0.

B. For First Response, it is the time taken to send the first response to the first incoming email.

C. For Next Response, it is the time taken to send the a response to an incoming email. For ex, if a customer sent an email on an ongoing conversation at 9 am and the team replied to that at 10 am, the response time will be 1 hour.

D. For Periodic response, it is the time between the last outgoing email and the current response. For ex, if a customer emailed at 9am and the team sent an email(email 1) at 10 am and another email (email 2) at 11am, the response time for periodic response(email 2) will be 1 hour.

3. Filters

You can apply the following filters to narrow down the scope. The conversations which match the filter conditions during the reporting period will be selected.

Criteria

Meaning

Sent by

You can choose conversations sent by a user or a set of users. If you select a set of users, you will see conversations sent by ANY of them.

Response type

You can use this to see the response time of only those emails with the selected response type. Details below.

Tags

Use this to see conversations which have the selected tags. You can choose to see conversations which have ANY or ALL of the selected tags.

Response type

Email type

Meaning

New outgoing

The first email of the conversation sent from the shared mailbox

First response

The first reply sent to the first email received in the shared mailbox

Next response

The first reply sent to an incoming email in a conversation

Periodic response

This is the email that is sent as a follow up from the shared mailbox

7. Resolution time

Resolution time is the duration in which a conversation was in the 'open' state. Only the conversations which were finally closed during the reporting period are taken into consideration.

If a conversation is found in more than one shared mailbox then resolution time is calculated independently for each of the shared mailboxes.

When business hours is enabled for a shared mailbox, resolution time is calculated as the time spent in 'open' state during Business hours. When calculating resolution time as per calendar hours, we take into account the total time spent in open by the conversation.

Average Resolution time : This is the total of all resolutions times, divided by the number of conversations.

Percentage change. This shows the change in this metric in the selected duration compared to a period of time of the same duration, just prior to the selected period. For example, if you select the week of 1st Jan, 2020 to 7th Jan, 2020 for the report, percentage change shows you how the value of the metric in the selected period compares with the value in the period 25th Dec, 2019 to 31st Dec, 2019.

You can see a plot of the average response time for conversations in the shared mailbox per day over the selected period.

Analyze the report

You can click on the Analyze button to dig deeper and learn more about the report. When you go into the Analyze section, this is what you can access:

1. Graphical Summary

A graphical summary of the number of conversations that fall under the report. The conversations can be grouped by any of the following

Option

Meaning

Usage

Date

Choose this option to see the trend of the response time during the reporting period

Find out the average resolution time across each day during the reporting period.

User

This lets you know the number of emails sent by each user selected using filters

Find how quickly the users were able to resolve the conversations.

Tags

This shows the distribution of conversations according to topics

Understand which category of conversations took the longest to get resolved.

2. Details

Here you can find the complete list of all conversations that are a part of the report. You can see the given details for each of the conversations

Field

Description

Associated conversations

You can open the conversation by clicking here.

Created on

Date and time when the first email in the conversation was sent from, received at or manually added to the shared mailbox.

Resolved on

Date and time when the conversation was last closed.

Outgoing emails

Count of emails sent from the shared mailbox for that conversation.

Resolution time

Time taken to resolve the conversation, in other words the duration when the conversation was in 'open' state.

3. Filters

You can apply the following filters to narrow down the scope. The conversations which match the filter conditions during the reporting period will be selected.

Criteria

Meaning

User

Use this to select users who resolved conversations during the selected time period.

Tags

Use this to see conversations which had the selected tags. You can choose to see conversations which have ANY or ALL of the selected tags.

Users

This report lets you know the volume of conversations handled by the users.

1. Assigned

This shows the number of unique conversations assigned to the users during the selected time period.

Analyze the report

You can click on the Analyze button to dig deeper and learn more about the report. When you go into the Analyze section, this is what you can access:

1. Summary of the report

A summary of all conversations grouped by users

2. Details

The complete list of all conversations that are a part of the report. You can see the given details for each of the conversations

Field

Description

Associated conversation

You can open the conversation by clicking here

Created on

Date and time when the first email in the conversation was sent from, received at or manually added to the shared mailbox

Assigned on

This is time at which the conversation was assigned to the mentioned user. That user may or may not be the current assignee.

Assigned to

User to whom the conversation was assigned to during the reporting period. That user may or may not be the current assignee.

Status

Current status of the conversation

If a conversation was assigned to more than one user during the reported period, then each assignment instance will be shown as a separate row.

3. Filters

You can apply the following filters to narrow down the scope. The conversations which match the filter conditions during the reporting period will be selected.

Criteria

Meaning

User

See conversations that were assigned to a user or a set of users during the reporting period. If you select a set of users, you will see conversations which were assigned to ANY of them.

Tags

Use this to see conversations which have the selected tags. You can choose to see conversations which have ANY or ALL of the selected tags.

Conversation type

Use this to see conversations which are of the selected type. Choices being inbound, outbound or manually added.

Options for conversation type

Inbound

This refers to the conversations where the first email was sent to the shared mailbox email address

Outbound

This refers to the conversations where the first email was sent by any of the users of the shared mailbox or from the shared mailbox email address

Manually Added

Conversations added to the shared mailbox using the 'Add to shared mailbox' option

2. Emails sent

This is the total number of emails sent by each user. The count of individual emails as well as conversations is given.

Percentage change This shows the change in the metric in the selected duration compared to a period of time of the same duration, just prior to the selected period. For example, if you select the week of 1st Jan, 2020 to 7th Jan, 2020 for the report, percentage change shows you how the value of the metric in the selected period compares with the value in the period 25th Dec, 2019 to 31st Dec, 2019.

Analyze the report

You can click on the Analyze button to dig deeper and learn more about the report. When you go into the Analyze section, this is what you can access:

1. Graphical Summary

A graphical summary of the number of conversations that fall under the report. The conversations can be grouped by any of the following

Option

Meaning

Example Usage

User

You can see how many emails were sent by each user across how many conversations

Find out the volume of emails handled by each user

Email type

This shows the distribution of emails according to email type

Supervisor can monitor the nature of work done by each user

Tags

This shows the distribution of conversations according to topics

Emails sent by tags lets us know the number of emails sent across each category of conversation.

Click here to learn more about 'Unidentified'.

2. Details

Here you can find the complete list of all conversations that are a part of the report. You can see the given details for each of the conversations

Field

Description

Associated conversations

You can open the conversation by clicking here.

Created on

This is the date when the first email was sent from, received at or added to the shared mailbox.

Sent on

Date and time when the email was sent.

Email type

Type of response sent. See details below.

Sent by

User who sent the response.

Response time

Time taken for the response to be sent to the latest incoming message.

3. Filters

You can apply the following filters to narrow down the scope. The conversations which match the filter conditions during the reporting period will be selected.

Criteria

Meaning

User

See emails sent by a user or a set of users. If you select a set of users, you will see emails sent by ANY of them.

Email type

You can choose conversations based on the type of email. See Email type table given below for details.

Tags

Use this to see conversations which have the selected tags. You can choose to see conversations which have ANY or ALL of the selected tags.

Email type

Email type

Meaning

New outbound

The first email of the conversation sent from the shared mailbox

First response

The first reply sent to the first email received in the shared mailbox

Next response

The first reply sent to an incoming email in a conversation

Periodic response

This is the email that is sent as a follow up from the shared mailbox

3. Performance

The performance of each user is indicated by capturing the following parameters

Field

Description

User

Name of the user

Avg First Response Time

Sum of all the first response time attributed to the user divided by the number of first responses sent by her during the reporting period

Avg Response Time

Sum of all the response time attributed to the user divided by the number of responses sent by her during the reporting period

Avg Resolution Time

Sum of all the resolution time attributed to the user divided by the number of conversations resolved by the user during the reporting period

CSAT

Percentage of satisfied ratings and number of conversations on which feedback was received during the reporting period

Tags

This report lets you know the volume of conversations and quality of service rendered across each category.

1. Active

A list of most used tags in active conversations during the selected time period

2. New

A list of the most used tags in new conversations created in the shared mailbox the during the selected time period

3. Resolved

A list of the most used tags in resolved conversations during the selected time period.

4. Workload

This will let you know the number of conversations corresponding to a certain tag. You can also sort it on each type of conversation.

Field

Meaning

Tag

Name of the tag

Active conversation

Number of active conversations which have the tag during the selected time period

New conversation

Number of new conversations which have the tag during the selected time period

Resolved

Number of resolved conversations which have the tag during the selected time period

5. Performance

This will let you know how the team performed for each of the categorisations. For each metric the value of the metric for the shared mailbox is also given. For example, for Average First Response Time, you can see the value for each category as well as the shared mailbox average in the heading.

Field

Description

Tag

Name of the tag

Average First Response Time

Sum of all the first response time divided by the number of first responses.  The conversations which currently have the tag is considered. The count of the conversations is also mentioned.

Avg Response Time

Sum of all the response time divided by the number of conversations. The conversations which currently have the tag are considered. The count of emails and conversations is also mentioned.

Avg Resolution Time

Sum of all the resolution time divided by the number of conversations. The conversations which currently have the tag are considered.

CSAT

The CSAT percentage rating received on conversations which had the tag. The absolute number of conversations is also mentioned.

CSAT

This report lets you know the feedback received on the conversations in the shared mailbox.

1. Summary

The CSAT feature helps you collect feedback from your customers on the emails you send them. The CSAT Summary report shows you an overview of the feedback you have received over the selected period.

For each type of feedback, you can see

A. Percentage change

B. Type of feedback

C. Feedback Percentage

D. Absolute number of responses

An aggregate of all the feedback received is also given.

You can click on each type of feedback to see further information on it.

Field

Description

Conversation

You can click here to open the conversation

Type of feedback

Type of feedback(Satisfied, Okay, Not Satisfied)

Comments

Comments written by the customer

Received on

Date and time when the feedback was received

User

User who received the feedback

2. Users

Here you can find the details about the feedback received by each user during the reporting period.

Field

Description

User

User who received the feedback

Total

Total feedback received by the user

Satisfied

Absolute Number/ Percentage of Satisfied

Okay

Absolute Number/ Percentage of Okay

Not Satisfied

Absolute Number/ Percentage of Not Satisfied

Exports

You can export information about email conversations in a CSV format.

New Export

You can export all conversations where an email was exchanged during the reporting period. To do so

  1. Choose the reporting period
  1. You can apply filters to narrow down the scope

Filter

Meaning

Assignee

You can filter conversations based on the current assignee. You can select a user or a set of users. If you select a set of users, you will see conversations assigned to ANY of them

Status

This option lets you choose conversations which have ANY of the statuses that you select

Tags

Choose this option to see conversations which have ANY or ALL of the tags that you've selected

  1. You can select the fields that you want to export

Schedule export

Using this option you can schedule to run the report daily, weekly or monthly. The report will get generated and will be emailed to the specified email addresses.

  1. You can apply filters to narrow down the scope

Filter

Meaning

Assignee

You can filter conversations based on the current assignee. You can select a user or a set of users. If you select a set of users, you will see conversations assigned to ANY of them

Status

This option lets you choose conversations which have ANY of the statuses that you select

Tags

Choose this option to see conversations which have ANY or ALL of the tags that you've selected

  1. You can select the fields that you want to export
  1. Create a schedule

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Frequently Asked Questions

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