View ticket stats within the Mailbox Dashboard of eDesk 
Here you will find the definition of some available statistics 

 

Dashboard  Mailbox  Overview

  • Incoming messages  
    • The total figure of all of incoming messages
    • Multiple incoming messages inside one ticket are counted separately 
  • Outgoing messages
    • The total figure of all of outgoing messages
    • Multiple outgoing messages inside one ticket are counted separately
  • Active Tickets 
    • The total number of tickets which were active during the selected period
    • They could have been created at a different time, but active during the period
    • This includes any status change or change made inside the ticket 
  • New Tickets 
    • The total number of tickets created during the selected period 
    • These can be incoming or outgoing 
  • Tickets per order 
    • A calculation of the total number of tickets received per order
  • Customers 
    • The total number of customers who made contact/were contacted during the selected period 
  • Average first response time 
    • The average time taken to send an initial response when a new ticket is created 
  • Average overall response time 
    • The average time taken to respond to tickets in general 

 

Dashboard → Mailbox → Tickets

  • Tickets received
    • The total figure of all new tickets
  • Resolved
    • The total number of tickets resolved 
  • One and done
    • he percentage of tickets resolved with one response and which did not reopen within the set period
    • The parameter can be set in Account Settings (Account → Company Settings → Mailbox → One and done) 

 

Dashboard → Mailbox → Response Times

  • First response time 
    • The average time taken to send an initial response when a new ticket is created
  • Avg. response time 
    • The average time taken to respond to tickets in general
  • SLA Breaches 
    • The number of tickets that went over the specified SLA 
  • SLA Compliance 
    • The percentage of tickets that meet the specified SLA 

 

Dashboard → Mailbox → Team

  • Number of handled tickets
    • The total number of tickets updated with a message or an internal note
  • Average Handling Time
    • The average time spent on a ticket
    • Calculated from when a ticket is “clicked into” by a user to when they leave the ticket
  • Number of messages sent
    • The total number of messages sent by the user during the selected period
    • Multiple outgoing messages inside one ticket are counted separately
  • Number of internal notes
    • The total number of internal notes left by the user during the selected period
    • Multiple outgoing messages inside one ticket are counted separately