Channel Overview - Email

Updated 

17 days ago

The Channel Overview - Email Report offers a detailed summary of key metrics for the email channel, including case summaries, email summaries, response times, first response times, average handling times, resolution times, current backlog status, and daily email volumes. You can also deep-dive to understand the performance at queue and agent level.

Let's deep dive into the various aspects of this report:

Business Use cases

  • Tracks the current status of the cases and categorises them into open, closed, in progress , etc. This ensure adherence to service level agreements (SLAs), preventing delays and improving operational efficiency.

  • Monitors metrics like Average Handle Time, Resolution Time and First Response Time to optimise resource distribution.

  • Analyze email volume trends(inbound and outbound) and performance data to predict future workload, enabling proactive staffing and resource planning.

Dashboard Sections

The Channel Overview-Email dashboard is divided into 3 different sections:

  • Channel Overview Email: The Channel Overview section provides a detailed summary of key metrics for the email channel, including case summaries, email summaries, response times, first response times, average handling times, resolution times, current backlog status, and daily email volumes.

  • Queue Performance: The Queue Performance Section offers a comprehensive overview of the work queue, including details on assigned interactions, response counts, first response times, SLA compliance, and handling time. It provides information at the work queue level.

  • Agent Performance: This section provides agent-level insights, detailing the interactions assigned to each agent, interactions with brand responses, response counts, first response times, SLA compliance, and handling times.

The Channel Overview Email section is divided into various sub-sections:

  • Case Summary: This section offers a detailed overview of case metrics, including the total number of cases, the number of open cases, the number of closed cases, and the duration of case closures.

  • Email Summary: This section provides a count of inbound and outbound summary.

  • RT and FTR: Provides insights into the average first response time, which measures the average time taken for an agent or support team to respond to a customer's initial query or request, and the average case user response SLA, which tracks the average time taken for a user or agent to respond to a case in line with the defined Service Level Agreement (SLA).

  • AHT and Resolution Time: Provides insights into the Average Handle Time (Assigned Duration), which measures the average time an agent spends handling a case or interaction from start to finish, and the Average Case Closure Duration, which tracks the average time taken to resolve and close a case, from its initiation to when it is officially closed.

  • Backlog Cases Current Status: Provides insights into the status of cases, including the count of cases that are open, closed, in progress and awaiting brand response.

  • Daily Email Volume: Measures the volume of inbound and outbound emails.

    • Inbound Email: The number of messages that came into the sprinklr system from the customer associated to the case.

    • Outbound Email: The number of messages that went out from the sprinklr system including the messages sent by bot or the system.

Let's have a look at the Queue Performance metrics:

Name

Description

Date

Date on which event occurred.

Work Queue

Indicates the last associated work queue the case was part of at the time of a particular action.

Note: After a case is assigned from a work queue, if an agent manually transfers the case without changing the work queue, the new actions and responses will still be linked to the last work queue the case was assigned to.

Interactions Assigned

Measures number of times a particular case has been assigned to the agent.

Interactions Assigned with Brand Response

Measures number of times a particular case that has been assigned to the agent has been responded.

Response Count

Counts the unique responses sent by the agent in relation to the brand responses received on the case. For example, if the message sequence is: F1, F2, B1, B2, F3, B3, the total response count will be 2, as B1 is counted as a response to F1, and B3 is counted as a response to F3.

Average of First Response Time (Agent)

Measures the duration of the first agent response sent on a case after each assignment to the queue. This duration is calculated from either the agent assignment time or the last unanswered customer message on the case, based on the values selected in the "Service Settings" screen.

Average of Response Time Excluding First (Agent)

Measures next response time made by the agent excluding the time taken to respond the first response).

Average of Case User Response SLA

Measures the time difference between when a user replied on a case to the case creation time.

Average of Handle Time (Assigned Duration)

Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment.

Let's have a look at the Agent Performance metrics:

Name

Description

Date

Date on which event occurred.

Agent

The sprinklr user for whom the report is being generated.

Interactions Assigned

Measures number of times a particular case has been assigned to the agent.

Interactions Assigned with Brand Response

Measures number of times a particular case that has been assigned to the agent has been responded.

Response Count

Count of unique responses sent by the agent corresponding to the brand response received on the case.

Example: If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3

Average of First Response Time (Agent)

Measures the duration of first agent response that was sent on the case after every assignment to the queue from either agent assignment time or last un responded customer message on the case as per values selected in "service settings screen".

Average of Case User Response SLA

Measures the time difference between when a user replied on a case to the case creation time.

Average of Handle Time (Assigned Duration)

Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment

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