Agent Email Handling Time time
The average time an agent spends on an email, from reading it to sending a response.
10 Email-Based Customer Support KPIs
Email Backlog #
The number of unresolved or unopened emails at any given time.
Email Case Reopen Rate %
The percentage of email cases that were marked as resolved but had to be reopened due to the issue not being adequately addressed.
Email Template Usage Rate %
The percentage of emails sent using predefined templates versus manually written emails.
Email Volume #
Email Volume measures the number of emails or inquiries your team receives via email during a specific time period.
Emails Per Resolution #
The average number of email interactions required to resolve a customer's issue.
Internal Response Time time
The average time taken for one support agent to respond to another agent's internal query or request related to an email case, in minutes.
Missed Emails #
The number of customer emails that were overlooked or not responded to.
Proactive Emails Sent #
The number of emails sent to customers proactively, not as a direct response to a customer's email.
Reply-to-Resolve time
The average time it takes from the initial customer email to the resolution of their query or issue (hours or days).