Reporting / Analytics for Shared Mailbox

Updated 4 days ago ​by Deepanwita

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

To access reports for a Shared Mailbox

  • Go to the Hiver Admin panel.
  • Click on the Shared Mailbox tab to see the list of Shared Mailboxes on your Hiver account.
  • Click on the trends/ graphs icon on the right of the Shared Mailbox whose Reports you want to see. 

Hiver Report Explained

You can choose the time frame for which you want to generate the report through the 'calendar' box.

Overview pane

 This is the first part of the report. 

  

On the top of the overview pane, you see four boxes, each with an important detail about your Shared Mailbox.

 New conversations

This metric shows the count of new email conversation threads that have been added to the Shared Mailbox.  

 Closed conversations

This metric shows the count of the number of email conversations that have been closed by the team during that selected time frame. 

 Average time to first response

This metric will help you figure out how fast the team responds to a new email. The first response time is the time taken to send the first reply after an email thread has been assigned. It does not matter whether the state of the email was changed to 'closed' or not. 

Average time to close

This metric will reflect how much time it takes for the team to 'close' a query.  This is based on the duration of time the email thread was in 'open' state. 

While calculating 'Average time to close', the time that an email/ email thread was in 'Pending' state is not be taken under consideration.


In each of these boxes, you see two numbers:

1. On the left you have the Absolute value.

2. On the right, you have the percentage change between the data of the time frame you selected with the data of the exactly same duration immediately before the selected start date. For example, if you choose a report for the month of May, it will compare against the data for the month of April and show you the percentage change.  Or if you selected the a report from 11th May to 20th May, it will compare against the data of 30th April to 9th May and show you the percentage change.

Line Graph 

This is the second part of the report where the data is represented visually by plotting it on a line graph. You can select any of the above four fields and a graph will get plotted with the number of emails received in the selected time frame and in the immediately previous same time frame. 

Horizontal axis: The selected and previous time frame is split into equal sized portions. Both the selected and previous time frames are plotted and are differentiated by using color.

Vertical axis:   Number of emails

Individual user level data

This is the third part of the report where all the data is drilled down at the individual user level. This has data fr all the users of the Shared Mailbox.

   

The columns are explained as below

Name : Shows the name of the user whose details are mentioned in the row.

Participated : This is the number of unique emails which a user has replied. For ex if a user has replied x no of times on a particular thread her participation count will be 1 as the replies are in the same thread.

Assigned : The is the number of times a user has been assigned to unique email threads. For ex if a user has been assigned x no of times on a particular thread her's assigned count will be 1 as the assignment was done on the same thread.

Avg Time to first response : This is the average of the time taken to send the first reply after an email thread has been assigned. This is independent of user assignment. Whoever replies first the First response will be updated for that user. For ex, an email was assigned to A, but B sent the first reply, in which case the First response time will be updated for B. 

Avg Time to Close : This is the average time taken by the user to 'close' emails which were assigned to her during the specified time frame.  This will only take into account the duration the email thread was in 'open' state. 

While calculating 'Average time to close', the time that an email/ email thread was in 'Pending' state is not be taken under consideration.

Please note that the reports are available only for Hiver accounts that are on the Plus plan, or in the 14 day trial period. If you’re on a different plan and want to access reports, please write to us on support@hiverhq.com.


How did we do?