Introduction

The Email Services Analysis report is a valuable tool for contact centre supervisors, providing a comprehensive overview of email handling performance for selected email accounts. This report enables supervisors to monitor the number of incoming email messages and the progress of answering them. By leveraging this data, supervisors can assess the effectiveness of email handling processes and make informed decisions to improve customer service.

Report Structure

The report consists of the following key sections:

Header

Name: The report name as defined during report creation.

Original Report Type and Report Period: Indicates the type of report and the period it covers.

Selected Email Accounts: Lists the email account(s) included in the analysis.

Per Time Segment

For each time segment, the following data points are presented:

Time Segment: The time period covered by the data.

Sent: The number of outbound emails sent (excluding replies and forwards).

Received: The number of emails received within the report period.

Waiting: The number of emails still waiting for a response.

Agent: The number of emails routed to an agent.

Discarded: The number of emails discarded.

Forwarded: The number of emails forwarded by an agent.

Answered: The number of emails answered by an agent or supervisor, including forwarded emails.

Supervisor: The number of emails diverted to a supervisor due to response time constraints.

Response Time: The average time taken by agents to reply after receiving the email.

Service Level (SL): The percentage of emails answered within the defined service level time.

Total

Provides a summary of the overall totals for each category.

Footer

Indicates the date and time when the report was generated.

Use Case Example

A contact centre supervisor reviews the Email Services Analysis report for the past week. The report shows that a significant number of emails are marked as 'Waiting' and that the 'Response Time' is above the target threshold. Additionally, the 'Service Level' percentage is lower than expected. By examining the 'Supervisor' category, the supervisor realises that emails are frequently diverted due to response time constraints.

In response, the supervisor increases staffing during peak times and provides additional training to improve email response efficiency. In the following week, the report shows improved response times and a higher Service Level percentage, indicating the success of the implemented changes.

Conclusion

The Email Services Analysis report is essential for supervisors aiming to enhance email handling performance. By regularly monitoring this report, supervisors can identify areas for improvement, optimise staffing, and ensure that customer inquiries are addressed promptly.