Analytics available in Outpost Follow

 

This article covers the types of analytics data you can access in your Outpost account.

Outpost's analytics data centers around average response time, or the length of time that's elapsed between a message arriving in your account and a reply being sent. It's a helpful measure of how efficiently your team is handling email. With the Business Hours toggle you can analyze response time during your organization's operating hours, giving a clear view of the response times of individual users.

  • Response time is the time it takes for a user to reply to an inbound message. Forwarded messages are excluded from response times.
  • How response time is calculated in various scenarios:
      • Multiple messages were received within the same conversation before a user had a chance to reply.
        The response time is calculated based on the first inbound message in the thread.
      • A message was immediately archived, then replied to days or weeks later.
        The response time is calculated based on the first inbound message. 
      • A message was received prior to the reporting date range, but replied to within the date range.
        The response time is included and the conversation is counted in the total.
        •  

The analytics page breaks this data into several views, which are outlined below.

For information on how to choose the mailbox and date range for your analytics display, please see Using Outpost analytics.

 

Totals for the date range and mailbox

Once you've selected a date range and single mailbox (or all mailboxes) to view, you'll see the total number of conversations and responses, and overall average response time, at the top of the analytics page:

topbar.png

 

Average response time by user

This metric shows the average response time for each user who responded to messages during date range you've selected, and in the selected mailbox(es).

Note: If a user hasn't responded to any messages in the chosen mailbox and date range, you won't see that user in the analytics display.

You'll see this data appear twice on the analytics page:

  • As a table display showing the number of messages each user has responded to and average response time:

    analytics-user-table.png

  • As a bar chart display showing the average response time for each user:

    analytics-user-chart.png

 

Average response time by date

This metric shows the overall average response time for each day of the date range you've selected, for the selected mailbox(es). The data includes all users who were active during this time frame.

You'll see this data in two formats on the analytics page:

  • As a table display showing the total number of messages responded to each day, plus each day's average response time:

    analytics-bydate-table.png

  • As a line chart showing the average response time for each day:

    analytics-bydate-chart.png

 

Average response time by time

In this metric, you'll see the number of messages that were responded to within specific time frames, from less than 30 minutes to more than 48 hours. The data incorporates the mailbox(es) you've selected, and all users who were active in those mailboxes during the selected date range.

You'll see this data in two formats on the analytics page:

  • As a table showing the number of messages that were responded to within each time frame:

    analytics-bytime-table.png

  • As a bar chart showing the number of messages that were responded to within each time frame:

    analytics-bytime-chart.png

 

 

How the Business Hours toggle affects response time analytics

Enabling the Business Hours toggle will filter the response time analytics to only display data from the specified hours of operation. 

resopnse_time_toggle.png

Your analytics data will be updated immediately upon changing Start and End times, Time Zone, or checking the Exclude weekends box. Response time analytics do not include off-hours when Business Hours is enabled. 

responsetime.gif

How do Business Hours affect the totals in the upper right?

The Conversations and Responses totals near the top-right of the Analytics window include all mail, regardless of whether Business Hours are enabled

The Average Response Time at the top of the screen excludes the time that messages are received and replied to outside of the specified business hours.

How are messages calculated outside of Business Hours? 

When both message receipt and response occur between the end of business hours of one day and the next start time, response time is 0.  

When a message is received within business hours, and responded to outside of business hours, the response time is the hours remaining until the end of business hours. 

When a message is received after business hours one day, and responded to after business hours the next day, the response time is 1 day.

 

We'll continue to add analytics data to Outpost in the future. If there are any metrics that would be especially valuable for your business, please let us know.

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