How to read the Inbound Email Report

The Inbound Email Report covers a date period for one or more email groups, which work much like an inbound Ingroup but for messages instead of calls. It tells you how many emails came in, how long they took to handle, and how quickly your team got to them. If you pick more than one group, a multi-group breakdown grid sits at the top so you can compare them side by side.

The totals and status stats

The totals section gives you the three headline numbers: the total emails handled, the average handle time, and the average time emails spent waiting in the queue. Average handle time is the email equivalent of talk plus Wrap-up time, and queue time tells you how long messages sat before an Agent opened them.

The email status stats break activity down by Disposition. For each status you get its code, its description, its category, the number of emails marked with it, the total time, the average time, and the emails-per-hour rate. That is where you see which outcomes are eating your day. A separate custom status category just lists the custom status, its description, and total calls.

Queue position and agent coverage

The initial queue position chart tallies where each email landed in the queue when it first arrived across the selected groups. That shows you how backed up the queue was at the moment messages came in. Below the agent stats sits a chart covering the whole time agents were logged in, with total emails handled split into 15 minute intervals, so you can line staffing up against demand.

flowchart TD
  A[Email arrives in group] --> B[Joins the queue]
  B --> C[Initial queue position recorded]
  C --> D[Agent opens email]
  D --> E[Handle time accrues]
  E --> F[Status set by agent]
  F --> G[Counted in status stats]
  G --> H[Answered breakdown by interval]

The answered breakdown

The final section is the email answered breakdown. It shows how quickly emails were answered, by 15 minute intervals, across a 24 hour day. Response time is divided into set increments of seconds, and each bucket shows the total emails answered inside that window. This is your service-level view for email: it tells you not just that messages were answered, but how fast.

When you select several email groups at once, the multi-group breakdown grid at the top becomes the first thing to read. It puts each group's handled count, average handle time, and queue time side by side, which is the quickest way to spot a group that is buried while another sits idle. From there you can drill into the status stats to see whether the slow group is dealing with genuinely harder messages or just lacks coverage. The customer indicators alongside the totals count how many emails were handled inside your defined queue intervals, so you can see how many landed within target rather than waiting too long.

Email volume rarely moves on its own, so read this next to your voice queues. The reports overview lists every report on the box, and the inbound report uses the same totals-and-intervals structure for calls, so the two read the same way once you know one.

When you are done, the DOWNLOAD link exports the report as a spreadsheet-capable .TXT file for archiving or further analysis. If you want a hosted box ready to handle email and voice queues in under 40 seconds, see our pricing.