Reporting

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).