The powerful monitoring and reporting tools in MailManager make team management a lot easier. Managers can track the performance of agents and the service department as a whole in real-time. All reports can be exported to Excel, making it easier to monitor customer satisfaction levels.
The included reports are:
A snapshot of the present number of tickets in the system at any given time - by users, status, priority, accounts, queues.
Volume of emails received by accounts, users, queues and categories during the particular period (daily, weekly, monthly, yearly reports).
Volume of closed unanswered tickets by accounts, users, categories during particular period (daily, weekly, monthly, yearly reports).
Users performance against the service levels and time taken to respond
Performance by account, categories, queues, against service levels and time taken to respond
Amount of email responses sent by users during a particular period
Amount of tickets closed by users during a particular period
E-mail addresses of all users who have sent mail into the system.
Speed of email processing - how quickly emails have been responded to and how fast tickets have been closed after opening.
Speed of email processing can be sorted by accounts, users and categories during particular period (daily, weekly, monthly, yearly reports).
