R01 Email Service Level Details

The Email Service Level Details report lists email response metrics by queue and case.

Filters

The filter pane for this dashboard includes the following filters.

Date: specify a range of dates for this dashboard's data
Seller Name
Store Name
% of Threshold Bucket: select one or more ranges of email response rate. The ranges are expressed as percentage ranges compared to the threshold rate.

This report includes the Email Responses by Queue and Case table, which includes the columns listed below.

Column	Description
Case Number	Unique identifier for the email case.
Salesforce ID	Unique identifier of the Salesforce entry for the email case.
Case Reason	A reason code assigned to the case.
Received	The date the customer email was received.
Responded	The date of the response email.
Email Response Percent of Threshold Bucket
Responses in Service Level	The number of response emails for this case that are counted for purposes of calculating performance against service level.
Response Time (H)	The number of elapsed hours between received email and response.