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Emailgistics Dashboard for team inboxes
The Emailgistics dashboard displays an array of useful reporting metrics in real-time. The goal of our dashboard is to provide insight for managers and users on the organization’s current performance, so that any issue that may arise can be quickly corrected, and overall operational efficiency improved.
The dashboard is reached from within Emailgistics Admin, at the top right of the main mailbox page.
The dashboard displays up to seven metric gauges which can be customized. You can drag and drop the gauges to your preferred position within the dashboard, or delete them altogether. To add gauges use the menu in the very top right corner of the dashboard screen.
Dashboard Tips
#1 Ensure your dashboard shows relevant and actionable data. Choose email metrics that reveal bottlenecks or are otherwise critical in your workflow. Typical dashboard metrics might include total email backlog, average email handling time, and daily email volume.
#2 Your dashboard should be clearly visible for its intended audience, whether that is users, managers or both.
#3 Readability for a dashboard is important, it should be very clear what the mailbox status is, and if action is required to improve it. Consider making your most important metric the most prominent.
Our Dashboard Gauges
Here is a list of the metric gauges you can customize the Emailgistics dashboard with:
Open: The total number of assigned and unassigned open messages.
Unassigned: The total number of messages queuing in the inbox folder of the shared mailbox.
Assigned Messages: This gauge lists the names of all the users that are currently signed in as Available to work. In addition next to each available user’s name is the volume of messages assigned to each user.
Received Today: The number of incoming messages received to your shared mailbox. The rollover occurs a 12:01 AM each day.
Initial Replies Today: The number of first replies sent to each incoming email received from your shared mailbox team.
Oldest Message: This is the age of the oldest open in the shared mailbox and which folder this message currently resides in.
Average Elapsed Reply Time By User: This gauge lists the names of all the users in the mailbox. The average elapsed reply time appears next to each user’s name, it is the time from which a message is received until a reply is sent, grouped by the day of the reply. Time is measured according to the real time elapsed.
Average User Reply Time By User: This gauge lists the names of all the users in the mailbox.. The average mailbox reply time appears next to each user’s name, it is the time from which a message is received until a reply is sent, grouped by the day of the reply. Time is measured according to your user’s working hours as specified by their schedule or toggled availability.
Average User Reply Time: This is the average reply time of users aggregated to show the average reply time as a team. The average user reply time is the time from which a message is assigned to an available user until a reply is sent, grouped by the day of the reply. Time is measured according to your users availability as specified in the user schedule or toggled availability.
Average Elapsed Reply Time: For the mailbox, the average elapsed reply time is the time from which a message is received until a reply is sent, grouped by the day of the reply. Time is measured according to the real time elapsed. In addition, this gauge also shows the percentage increase or decrease in average elapsed reply time from the previous day.
Average Mailbox Reply Time: This is the average reply time of users aggregated to show the average reply time as a team. The average mailbox reply time is the time from which a message is received until a reply is sent, grouped by the day of the reply. Time is measured according to your team’s working hours as specified in the mailbox schedule. In addtion, this guage also shows the percentage increase or decrease in average mailbox reply time from the previous day.
A note on Elapsed Reply Time vs. Mailbox Reply Time: Elapsed reply time is the real world length of time it took to reply to a message. Mailbox reply time is the length of time within your mailbox’s scheduled working hours that it took to reply to a message.
Example: The ABC Company Customer Service mailbox schedule is 9 AM – 5 PM, Monday – Friday. A customer email is received at 9 PM Monday night, the team replies to the message Tuesday morning at 9:30 AM. In this example the Elapsed Reply Time would be calculated as 12.5 hours (9 PM Monday – 9:30 AM Tuesday), The Mailbox reply time would be calculated as .5 hours (9 AM – 9:30 AM Tuesday).
Inside Reply SLA: This gauge includes the percentage of initial replies made within the mailbox reply time SLA and shows the number of replied messages inside the SLA divided by the total number of initial replies made.
Inside Close SLA: This gauge includes the percentage of messages closed/archived within the mailbox closed time SLA and shows the number of closed messages inside the SLA divided by the total number of closed messages.
A note on SLA: You can set service level agreement (SLA) values for each mailbox. When you set an SLA, the Mailbox Performance reports and SLA dashboard gauges show how many messages were replied to or closed within the time period you set for the mailbox.
There are more gauges coming soon. Have an idea for a dashboard gauge? Submit your idea to [email protected]
