What’s new in Emailgistics

We pushed a number of changes today. Here’s what’s new:

SLA reporting (Pro only)

SLA reporting is now available in the Mailbox Performance and Mailbox Closed Performance reports.

You can set a standard—or service level agreement (SLA)—for how long it should take to reply to or close mailbox messages and report on whether that standard is being met.

Compared to a simple average reply or close time, SLA reporting gives you better information about how efficiently messages are being handled.

For example, if you set the reply to SLA to 1 hour, and 47 messages were answered in an hour or less, out of 50 replies in total, the Mailbox Performance report will show that 94% of messages were replied to within the SLA.

To set up your SLAs, click the “SLAs” tab and add your desired time frame. When you set an SLA, the Mailbox Performance reports show how many messages were replied to or closed within the set period for the mailbox.

Rule Enhancements

“Match whole words only” option for subject and body “contains” rule conditions

Previously, a rule condition that checked whether a message subject or body contained “rush” (for example) would match the word “rush” as well as the word “brushes”.

Now, these conditions have a “Match whole words only” option, which is selected by default for new conditions, so that only entire words will be matched. To enable this option, add your keywords and click the “Match whole words only”.

Unchecking the option lets you find partial words when you want that behavior, such as specifying “invoic” to find invoice, invoices, invoicing, etc.

Match All (AND) and Match Any (OR) options for rule conditions and exceptions

Previously all conditions in a rule had to be met for its actions to be executed. Now, you can choose to have the action execute when any of the conditions are met.

This new capability reduces the number of rules needed when the same actions should be executed if any one of several conditions is true.

Similarly, exceptions, which used to prevent action execution when any one of them was matched, can now be set to require all the exceptions to be true.