Statistics

Operator Productivity

Compare different agents productivity to identify training or motivational requirements on an individual basis. Statistics are also available to compare different teams or customer service departments against your benchmarks and other teams.

Average response time

Enables you to demonstrate achievement against service level agreements and to analyse knowledge gaps of your customer service agents where further training is required.

Analysis of operating peaks and troughs

Analysis of when you have high volumes and low volumes of email allows you to efficently manage shift patterns of your agents

Email System Workload

With the system workload statistics you can identify at what email volumes your hardware and network is capable of processing so you can upgrade before your systems grind to a halt.