VisNetic MailFlow includes pre-defined management reports, displaying such metrics as:

• First-contact resolution rate
• Mean-time to close
• Historical view of inbound and outbound messages, specific to agent ticketbox or contact
• Workload distribution

Reports are generated with real-time data, which can be viewed on-screen, printed or downloaded in CVS (Comma Separated Values) format.

Discovering trends can lead to new business practices. For example, the "Busiest Day of the Week" report shows an unusually high volume of customer email inquiry transactions on Thursday. (See Figure 2.) Therefore, the customer care center manager decides to reallocate agent work hours so that more agents are available on Thursdays.

Figure 2: "Busiest Day of the Week" Report

Next Customer Use Scenarios