Email - Agent Experience

The Email - Agent Experience report tells you what email processing activity each agent performed on a given date or date range.

You can use the date, agent and mailbox filters to drill down into the data and adjust the report.

If you don't pick a date, the report defaults to show the data from the previous seven days up to and including yesterday. For example, if today is the 8th of the current month, then the default date range will be the 1st to the 7th.

If you don't pick an agent or a mailbox, the report shows you data for all agents and all mailboxes.

EXAMPLE 

For example, you pick the date 27 January 2021, and you pick one agent, 'Saha Afif' and one mailbox, 'sales@yourcompany.com'.

The report will tell you how many emails on 27 January 2021 Saha Afif replied to, forwarded, parked, etc. from the sales mailbox.

What the report doesn't show you is when those emails were first received by Syntelate XA. If you want to see that, use the Email - Customer Experience report.

If you need to share the report with your team, use the EXPORT button to generate it as an Excel spreadsheet. Note that the grid columns in the displayed report are not sortable, but you can sort them in the exported report. The maximum number of records you can export is 1000.

Below is a description of the information available in this report.

Quantity of Emails In and Out

Type of email Definition for this report
Unsolicited emails

The number of unsolicited emails an agent has sent on the date specified in the report filters.

Excludes unsolicited emails that have been created or opened but then parked or closed with no changes made.

Inbound emails

The number of inbound emails that popped to an agent and were dispositioned by that agent on the date specified in the report filters.

Remember that inbound emails aren't always from a customer; they can include the following types of internal email:

  • Emails received by Agent B that were dispositioned by Agent A as Close No Change (at which point they rejoin the queue and are popped to an agent at a later time or date); emails dispositioned by Close No Change are counted as inbound for both Agent A and Agent B.

  • Emails parked by Agent A that will pop at a later time or date to Agent A or another agent; parked emails are counted as inbound for both Agent A and Agent B.

  • Emails transferred by Agent A to Agent B; transferred emails will be counted as inbound for both Agent A and Agent B.
Handled inbound emails

The number of emails that popped to an agent and were dispositioned by the agent on the date specified in the report filters using a button that flags the record with the completion code of EmailHandledAgent.

Quantity of Emails Handled by Outcome

Type of outcome Definition for this report
Replied

For the date you specified, the number of emails sent by customers that an agent has replied to.

Note that if Agent A begins a reply but decides to transfer or escalate it to Agent B, when Agent B eventually completes the reply, Syntelate XA records the reply as having been completed by Agent A.

Forwarded For the date you specified, the number of emails that an agent has forwarded.
Transferred For the date you specified, the number of emails that an agent has transferred.
Escalated For the date you specified, the number of emails that an agent has escalated.
Parked

For the date you specified, the number of emails that an agent has parked.

Note that when a parked email is subsequently completed, it will be reported as Parked for the date on which it was parked, and as Handled inbound emails for the date on which it was completed.

Note that the AHT calculation accounts for parked emails by taking their start time to be when they were last popped to an agent.
Spam For the date you specified, the number of emails that an agent has dispositioned as Spam Email.
No Reply Required For the date you specified, the number of emails that an agent has dispositioned as No Reply Required.

Performance Measures

Email performance measure Definition for this report
Total Email Time

For the date you specified, the total time that the agent has spent working on any type of email except unsolicited.

The calculation counts how long the agent has been in the Email call state (in CALLSTATUSLOGGING).
Unhandled Email Time

Counts both the number of emails that agents dispositioned on the date specified using the Close No Change button and the number of unsolicited emails that were parked on the date specified.
AHT overall For the date you specified, the average handle time spent on Handled inbound and Unsolicited emails.
AHT for unsolicited emails For the date you specified, the average handle time spent on Unsolicited emails.
AHT for inbound emails For the date you specified, the average handle time spent on Handled inbound emails.
Total % of emails that were replied to For the date you specified, tells you the percentage of Handled inbound emails.

Also See

If you're looking at the agent's experience of email handling, you'll probably also want to look at the customer's experience too, which is reported on by Email - Customer Experience.

Reporting Tables is where you can find a description of the database tables that are used to create email reporting.