Metrics and Insights

Get real-time data and historical reports for every communication transaction.

Customizable dashboard

Motivate your team using a real-time customizable dashboard that monitors important metrics including inbound and outbound message volume, reply times, user workload and more.

SLA alerts

Empower your agents to make informed decisions to keep on top of SLAs. Alerts can be configured for various violations to ensure optimal customer service.

Business hours & scheduling

With Emailgistics, you can set business hours for each of your shared inboxes in order to manage and track SLAs effectively. Individual user schedules can be defined across multiple time zones, allowing for precise reporting.

Mailbox and user reports

Reporting tools track trends and performance metrics by team inbox, user, and time period; providing insights to inform training decisions and fine-tune schedules.

Mailbox performance reports track and reconcile the total number of inbound and outbound messages, average initial reply time, and the proportion of new messages to continuing conversations.

User performance reports track the number of email messages received, the number handled, the average time to reply, and more.

Emailgistics has the key features you need to make your customers happy.

Customer Satisfaction

  • Automated message assignment
  • Clear message ownership
  • Conversation history
  • Assign to previous owner

 

Team Productivity

  • Workload distribution
  • Max messages settings
  • User availability settings
  • Sub-team assignment
  • Back-up assignees
  • Seamless Outlook integration

Team Collaboration

  • Internal comments
  • Email delegation
  • Snooze settings
  • Comprehensive audit trail

Ready to dive deeper into your team’s performance?