How to read the Email Log Report

Where the summary view rolls everything into averages, the Email Log Report is the line-by-line record. It lists individual emails for a date period across one or more email groups, which behave like an inbound Ingroup for messages. If you select more than one, a multi-group breakdown grid sits at the top. This is the report you open when someone asks what happened to one specific email.

Pick what the date means

At the top you choose a date range, but you also choose what that date refers to. The select date criteria decides whether the range matches when an email was received, when it was reviewed, or when it was answered. Get this wrong and you will pull the wrong set of messages, so set it to match the question you are actually asking.

The three report types

The report runs in three modes, each showing progressively more detail as an email moves through your team:

• Emails received: date and time received, the from address, sender name, the subject line (which links to the email itself), and status.
• Emails viewed: everything above plus the date and time the email was viewed.
• Emails answered: all of the above plus the responding agent user ID, the date and time it was answered, the subject line of the response (also linked), and status.

Because the subject lines are clickable, you can jump straight from a row into the message or the reply without leaving the report. The answered view is the one that names which Agent handled the message, which makes it useful for spot checks and quality review.

flowchart LR
  A[Email received] --> B[Logged in received view]
  B --> C[Agent views email]
  C --> D[Logged in viewed view]
  D --> E[Agent answers]
  E --> F[Response linked in answered view]
  F --> G[Agent user ID recorded]

When to use it

Reach for the Email Log Report for auditing rather than trend-watching. If a customer says they never got a reply, the answered view shows whether one was sent, when, and by whom. If you are checking how long messages sit before anyone opens them, compare the received timestamp against the viewed timestamp row by row. It is the detail layer underneath the averages.

The three views also build on each other in a useful way. Start in the received view to confirm a message actually arrived and was logged, switch to the viewed view to see whether anyone opened it and when, then move to the answered view to confirm a reply went out and who sent it. Because the subject line in every view links straight to the message, and the answered view also links the response, you can trace the full life of a single email without leaving the report. When you select more than one email group, the multi-group breakdown grid at the top lets you confirm you are looking at the right mailbox before you start digging through rows.

For the big picture across every tool, the reports overview ties them together, and the inbound report gives you the matching aggregate view for inbound call activity.

Keeping a clean log makes auditing painless, especially on a box you did not have to spend a day building. If you want managed hosting that is live in under 40 seconds, see our pricing.