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Reporting / Analytics for Shared Mailboxes

Tejas Kinger Updated by Tejas Kinger

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.

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.

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 at

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.

Conversation type

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

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 at

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.

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.

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 at

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.

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 at

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.

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.

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.

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 at

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

First replied at

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

First responder(user)

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

First responder(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

Conversation type

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

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.

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.

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.

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 at

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

Assigned at

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

Assigned to(user)

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

Assigned to(user)

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.

Status

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

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.

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(user)

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

Find the volume of emails handled by the selected users.

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.

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.

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.

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.

Conversation created at

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

Response sent at

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

Response sent by (user)

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 (user)

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.

Status

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

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.

Conversation type

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

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.

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.

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 at

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

Resolved at

Date and time when the conversation was last closed.

Emails from inbox

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.

Conversation type

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

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 at

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

Assigned at

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)

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

Assigned to (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.

Emails sent : Count of emails sent from the mailbox during the selected time period.

Conversations: Count of conversations (threads) with at least one email sent from the mailbox during the selected time period.

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.

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.

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.

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.

Conversation created at

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

Email sent at

Date and time when the email was sent.

Email type

Type of response sent. See details below.

Email sent by (user)

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.

CSAT comments and ratings received during the selected time period.

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 at

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

Custom Reports

While viewing reports in Hiver, you apply Filters to analyze data for the context that matters to you. And if you're a power user, instead of applying these filters every time you are on analytics, you can now use Custom Reports.

Custom Reports help you get the desired context you need, faster. With Custom Reports in Hiver, you can create unique, pre-filtered reports on top of your default reports.

Users can save these reports and give them unique names for easy accessibility.

Creating a Custom Report

There are two methods by which you can create custom reports in Hiver:

  • Creating a Custom Report from scratch by clicking on the '+' icon.
  • Creating a Custom Report by applying filters to a default metric.

Method 1: Creating a Custom Report by clicking on the '+' icon

In the steps outlined below, we will show you how to create a Custom Report in Hiver from scratch by clicking on the '+' icon found in the Hiver left-hand side pane.

  • Click on the 'Analytics' option in the left-hand side Hiver panel.
  • Click on the '+' icon next to 'Custom Report' to get started.

  • Clicking on the '+' icon will lead you to the following screen. Here, you can choose a metric from the dropdown menu to begin building your custom report.
  • For the purpose of this example, we'll use 'Resolved Conversations' as the chosen metric. You can similarly add 'Assignees' and 'Tags' to build your custom report from their respective drop down menus as shown below.

For the purpose of this example, we'll add 'Enterprise' as a Tag to build our Custom Report.

  • Now hit the 'Preview' button to get a preview of the custom report that you are building.
  • Once you have generated the preview of your Custom Report, you can use the 'Save as Custom Report' option to save your report.
  • After this, you can give your Custom Report a file name and hit 'Save.'
  • Once your Custom Report is saved, you can access it any time from the drop down menu on the left-hand side panel as shown.

Method 2: Creating a Custom Report by applying filters to a default metric

To create a Custom Report by applying filters to a default metric, follow the steps as shown below:

  • Open an existing Hiver report - for example, in this case we are looking at a 'Conversations Report' and analyzing the 'First Response Time.' In this report, use the drop down menu to pick a parameter you want to use for grouping. For the purpose of this example, we'll pick group by 'Tags.'
  • Now click on the 'Filters' tab on the top right of the analytics screen.
  • In the 'Filters' pane, choose the parameters you want to use for your Custom Report filters, ie Assignees, Status, and Tags. For the purpose of this example, we'll choose Tags. Once the required Tags have been selected from the drop down menu, hit 'Apply.'
  • Once the report has been generated, hit 'Save as Custom Report' to save your report.
  • Then give your report a name and hit 'Save.'

Editing a Custom Report

To edit a Custom Report in Hiver, follow the set of steps shown below:

  • Open an existing Custom Report in Hiver and click on the Filters tab on the top right of the Hiver Analytics screen.

  • Edit the filter conditions as per your requirements and then hit the 'Apply' button.
  • You can then choose to save the edits to your existing Custom Report, or as a new Custom Report altogether by picking from the appropriate options as shown below.

Renaming a Custom Report

To rename an existing Custom Report in Hiver, follow the set of steps as shown below:

  • Open an existing custom report and click on the 'Edit' icon seen next to the name of the name of the custom report on the top left of the Hiver Analytics screen.
  • Then, rename your Custom Report according to your preferences and click on the '✔️' symbol to successfully rename your report.

Deleting a Custom Report

To delete a Custom Report in Hiver, follow the set of steps shown below:

  • Your Custom Reports can be found in the left-hand side panel. Click on the hamburger icon next to the name of the report and click on 'Delete Report.'
  • Click on the 'Delete' button to delete your custom report.

Features according to Plan

Plan

Reports

Reporting Window

Exports

Lite

Conversations*

7-day limit

Not Available

Growth

Conversations, Users, Tags*

6-month limit

Basic Export Only

Pro

Conversations, Users, Tags, CSAT, Custom Reports

6-month limit

Basic and Scheduled Exports

Elite

Conversations, Users, Tags, CSAT, Custom Reports

6-month limit

Basic and Scheduled Exports

*CSAT reports will be available if CSAT is purchased as an add-on. Speak with your Customer Success Manager to get CSAT as an add-on.

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