How to generate Responsiveness by Intake Email Box report by sender metrics?

Updated on October 15, 2020 06:25AM by Admin

Cases app has many default standard reports. You can view the cases that are based on the responsiveness by intake email box report with the sender metrics using the “Responsiveness by Intake Email Box”. The following are the steps to generate the report.

Steps to Generate Responsiveness by Intake Email Box Report

  • Log in and access Cases App from your universal navigation menu bar.
  • Click on the “Reports” icon located at the app header bar.

  • Click on “Responsiveness by Intake Email Box” from the “Case Metrics For Sender” drop-down in the left navigation panel.

  • Provide the following information:
    • Sender Domain - The Domain of the sender email.
    • Sender Email Id - The email id of the sender.
    • Employee - Name of the employee.
    • Start Date - Start Date.
    • End Date - End Date.
  • Click on the “View Report” button to view the report on the dashboard.
View Report

  • By clicking on the View Report, you can view the report summary.
  • In that, you can view the following summary.
    • Sender Email Id
    • Receiving Email Id
    • New Emails
    • Follow Up Emails
    • Emails Received
    • Emails Responded
    • # of Emails auto closed
    • Emails Within SLA
    • Emails Within SLA%
    • Cases Transfer In
    • Cases Transfer Out
    • Cases Put Back
    • # of Reopened Cases
    • Number of Cases
    • Cases Resolved within SLA
    • Cases Resolved within SLA %
    • Cases Resolved outside SLA
    • Average Email Time
    • Maximum Email Time

  • Click on the "Export" button to export them in a spreadsheet format.