Monitor email ticket activities (Email trends)
Admins can effectively monitor the handling of email tickets by utilizing the features available in the email trends tab. This tab is specifically designed to accommodate the asynchronous nature of email communication, where conversations can span over several days before reaching a resolution.
The terms email data and ticket data are used interchangeably in this context.
Use cases of metrics on email trends:
| Use case | Description/Solution |
|---|---|
| Ticket volume and status | Admins can track the total number of email tickets in different states such as Unassigned, Unresolved, Opened, Pending, On-Hold, and In-Progress. This information can be found in the summarized widgets. |
| Filtering and segmentation | Admins can filter and segment the email ticket data based on specific tags, groups, agents, and priorities. This allows them to analyze and compare performance across different segments. The filter options can be found in the dropdown menus within the email trends tab. |
| Agent availability | Admins can track the availability of agents to handle tickets. They can view the number of agents who are available, busy, or away at any given moment. This information helps in managing agent workload and ensuring efficient ticket distribution. |
| Ticket resolution | Admins can track the number of resolved and unresolved tickets on a daily basis. This metric provides insights into the overall ticket resolution rate and helps identify any issues or areas for improvement. |
| Response and handling time | Admins can track metrics such as first response time, average reply time, and average handling time for email tickets. These metrics indicate the speed and efficiency of agent responses, helping to ensure timely and satisfactory customer support. |
Filter tickets data
You can filter the email trends data based on specific tags, groups, agents, and priorities by selecting a value from the dropdown menu.
Summarized ticket insights with widgets
You can quickly see the count of email tickets in various states such as Unassigned, Unresolved, Opened, Pending, On-Hold, In-Progress, and Unassigned.
Ticket trends for the current day
- Track agent availability to handle tickets: Monitor the number of agents who are currently available, busy, or away on that day.
- Understand the performance of agents handling tickets: Get insights into the number of resolved and unresolved tickets for the day, as well as metrics like first response time, average reply time, and average handling time for the email tickets.
Indepth analysis of email trends
- Dive deeper into the total number of email tickets that are Assigned, Resolved, Unresolved, and Created for different date ranges.
- Understand the average first response time, average handling time for tickets, average wait time for customers before connecting to a live agent, and the average reply time for agents responding to end users.
- These metrics can be tracked for specified date ranges or custom date ranges.
