Comparative Report Page

Explanation of the graphs and metrics on the Comparative Report page.

Comparative Report

The comparative report section allows you to see how your agents are performing compared to one another. Each graph is explained below.

All of the graphs can be downloaded at once by clicking on Download Report As PDF

You can download a specific graph by clicking on the

Icon next to the graph.

The Conversation Graph shows the total number of internal, inbound and outbound conversation during the selected date range.

Internal conversations are conversations between two or more agents who have been added to your TTR account.

Inbound conversations are conversations that have started as a result of an external person (customer, supplier, agent not on TTR) sending a new email to your company.

Outbound conversation is a conversation that has started as a result of one of your TTR agents sending a new email to an external person (customer, supplier, agent not on TTR).

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The Avg Initial timetoreply™ graph shows each agent’s average initial response time in hours : minutes : seconds format.

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The Emails Received graph show the number of emails each agent / mailbox has received. It is broken up into “first”, “reply”, “reply-all” and “forward”.

“First” is how many new inbound conversations the agent has received, “reply” is the number of replies the agent has received, “reply-all” is the number of reply-all replies the agent has received and “forwards” is the number of forwards the agent has received.

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The Emails Sent graph show the number of emails each agent / mailbox has sent. It is broken up into “first”, “reply”, “reply-all” and “forward”. “First” is how many new outbound conversations the agent has started, “reply” is the number of replies the agent has sent, “reply-all” is the number of reply-all replies the agent has sent and “forwards” is the number of forwards the agent has sent.

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The Replies Sent graph show the total number of emails replies the agent sent (reply + reply-all, excluding forwards).

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The Total Forwards graph show the total number of emails that the agent forwarded.

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The Avg. Overall timetoreply™ graph shows the agent’s / mailbox’s average overall response time.

 

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The Avg. Overall Time To Forward graph shows the average time it takes an agent / mailbox to forward an email. Note, if the time says 00:00:00 the agent has forwarded emails outside of business hours where no business hour time has passed.

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The Reply Time Percentage graph shows the percentage of replies that happen in under 2 hours, in under 8 hours, in under 24 hours and over 24 hours.

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The Forward Time Percentage graph shows the percentage of forwards that happen in under 2 hours, in under 8 hours, in under 24 hours and over 24 hours.