Introduction

The Agent Email Performance Report provides supervisors with a comprehensive overview of how efficiently agents manage email interactions. This report is vital for evaluating the effectiveness of agents' email handling practices and ensuring that responses meet service level agreements.

Purpose of the Report

This report assists supervisors in assessing how agents manage their email workload, including sent, received, discarded, and forwarded emails. Additionally, it helps in monitoring response times to ensure they align with configured service levels.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and the time frame of the report.

Selected Email Accounts and Agents: Identifies the email accounts and agents included in the report.

Report Period

Report Period: The selected time frame for the report.

Per Agent Data

For each agent, the following data is displayed:

Agent Name: The short name of the agent.

Sent: The number of outbound emails sent by the agent (excluding replies or forwarded emails).

Received: The number of emails offered to the agent.

Discarded: The number of emails discarded by the agent.

Forwarded: The number of emails forwarded by the agent.

Not Answered: The number of emails that were not responded to by the agent.

Answered in Time: The number of emails answered within the configured service level time.

Answered Not in Time: The number of emails answered but not within the configured service level time.

Answer Time (AVG): The average time taken by the agent to respond to emails.

Totals

Overall Totals: Summarised data for all selected agents.

Footer

Generation Date and Time: Timestamp when the report was created.

Use Case Example

A supervisor notices a decrease in customer satisfaction related to email responses. After reviewing the Agent Email Performance Report, it becomes clear that one agent has a high number of not-answered emails and a low percentage of emails answered within the service level time. The supervisor addresses the issue by providing additional training on prioritising emails and using templates for quicker responses.

Conclusion

The Agent Email Performance Report is an essential tool for monitoring agents' efficiency in handling emails. By leveraging this report, supervisors can ensure that email interactions are managed effectively, leading to improved customer satisfaction and operational efficiency.