Analytics / Reporting
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Philippe Lehoux
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Introducing the new analytics engine for Missive. You will be able to measure key performance metrics of your organization, broken down by accounts, teams, users, and labels.
Metrics include:
· First reply time
· Reply time
· Handle time
· Messages received
· Replies sent
And more
You can access these analytics features on those two plans:
· Productive plan: Global view of your whole organization
· Business plan: Compare users and teams, filter by labels and more
https://missiveapp.com/pricing
Alex Panagis
Philippe Lehoux: Congratulations on the release!!
Probably going to push us to upgrade :)
Sidenote: the stats I'm seeing seem a bit optimistic. Maybe we're faster at replying than I think we are but it seems like it may be too nice to us (is it possible that some of the data is still processing?)
Philippe Lehoux
Alex Panagis: This is probably because of the business hours defined in your organization or team.
Alex Panagis
Philippe Lehoux: Ah, yes. Looks like that could be it which would make total sense. 🙌
Max Klimenko
Thank you Missive team! This is great! Good reason to upgrade the plan.)
Max Klimenko
Philippe Lehoux: oh wait, how do business hours work in combination with Analytics? We used them for SLA rules only.
Philippe Lehoux
Max Klimenko: Your SLA rules use their own time conditions (business hours). Business hours defined in the organization settings at the moment affect only the analytics (not your SLA rules).
IT Juzto
This and not having retroactive rules are making us have some doubts about using this tool. Any plans for this year as they are the most requested topics?
Etienne Lemay
IT Juzto: We are definitely planning a release this year; within the next few weeks we plan on releasing the first version of our analytics reports.
Peter Böcker
Etienne Lemay: any news as to when you plan the release date of the first version?
Philippe Lehoux
Peter Böcker: This week.
Peter Böcker
Philippe Lehoux: really excited!
Allan Foldberg Iversen
As it is right now with no analytics we are forced to skip Missive and find an alternative.. This should have been up a long ago.
Philippe Lehoux
Merged in a post:
Analytics
Admin
Need to measure team/agent performance with metrics such as response time, SLA breach, incoming messages/leads.
j
john.egbert
This is the biggest gap with this tool. We haven't adopted it across the enterprise because it gives us no visibility as to how people are responding to/managing their workload. This is a must have (first time to respond, total response to close, total assignments per user, etc)...cant wait to see what you come up with!
S
StuartSeabrook
It would be good to show a report on comments. There maybe two individuals that may chat repeatedly through the day. Be good to see the top chatting pairs/groups.
Sera Laaper
We would like to have a time log based on labels added to emails. It would enable us to get some analytics on how much working time the team has spend per project...
Tim Bushell
Would be great to have some analytics, especially how long emails are taken to be handled by user/department over time.
Kasim Javed
Yes, this would be amazing
Thomas Gannon
This feature is integral for assigning KPI's to a growing team. Response times, emails sent per day by user, user activity on team inboxesm, etc. Any update on this features progress?
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