Tracking team performance
The Team performance section measures the last 30 days for team mailboxes: how many emails arrived, how many were answered, how long the first reply took, which emails have been waiting unanswered for 24 hours and how many open items each person has.
- Organization administrator
How do you track team performance?
The team performance section measures the last 30 days of team mailboxes: how many emails arrived, how many were answered, how long the first response took, which emails have been waiting unanswered for 24 hours, and how many open tasks each person has. Who can do this: Organization administrator. The number of responses per person is calculated from emails sent from the SmartMail dashboard.
How to read it
- First response (median) 1: time until the first reply to an incoming email in the same thread. The median is used; a single outlier does not skew the table.
- Unanswered >24 h 2: incoming emails that have been awaiting a reply for more than 24 hours. If greater than zero, it is shown in yellow.
- Open work and Resolved: statuses in work tracking; Resolution time is the time from when the email arrives until it is marked "Resolved".
- The People 3 table: responses per person and response time, and their open and pending tasks.
- 1How fast is the response
- 2Pending customers
- 3Workload per person
TipThe number of replies per person is calculated from emails sent from the SmartMail dashboard. To balance the workload automatic assignment use your rules.