Customer service analytics with response times per teammate and inbox
Sektra's customer service analytics measure how quickly and how completely a team answers its customers across every inbox it shares. They report first response, response and resolution time, message volume, reply coverage and service level results, for the whole team and for each teammate and inbox. The intended reader is the manager who has to report on the team and show how each number was reached.
Every figure is computed from events Sektra records as they happen, such as a message arriving, a reply being sent or a conversation being archived. Replies written in Gmail or Outlook are recorded in the same way, so the team has nothing to log by hand. The date range defaults to the last 30 days and extends to 366, and every figure is limited to the inboxes the viewer can read.
Timing figures are reported as an average, a median and a 90th percentile. The median describes the typical wait, and the 90th percentile marks the point that the slowest tenth of replies exceeded, which an average tends to hide. Each metric carries a plain-language definition with a worked example, so a manager can explain a number to a client or a director.
What the customer service analytics measure
The analytics fall into six groups, each readable for all inboxes together or for one inbox. All follow the selected date range except the live counts of open work, which show the present state.
Response times per teammate and inbox
First response time is measured once per conversation, from the customer's first message to the team's first reply. Response time is measured for every reply, from the newest customer message before it, and resolution time runs from the most recent opening of a conversation to its archive. Out-of-office replies and bounces never start a clock. Each reply is credited to the teammate who sent it, whoever the conversation was assigned to.
How volume and reply coverage are calculated
Received and outgoing count every message, so a conversation with five inbound messages adds five. New conversations are those whose first inbound message arrived in the range, and resolved counts those whose last archive or reopen event in the range was an archive. Reply coverage takes the conversations that started in the range, leaves out newsletters and notifications, and reports the share answered at any time since. A conversation that started last month and was answered this month belongs to last month.
SLA results by policy, teammate and tag
A service level policy, or SLA, sets targets for first reply, next reply and resolution, counted in business hours or around the clock, with holidays set per inbox. The clock pauses while the team is waiting on the customer, and the assignee is warned before a target is missed. The report shows the share of targets met for each policy, teammate and tag, on chat and WhatsApp as well as email.
What a manager does with the numbers
The live counts show what needs attention today: how many conversations await a reply, and how many urgent ones have no owner. The per-teammate figures give the distribution of work, which is the evidence for reassigning conversations or changing the rotation. Each morning Sektra writes a one-sentence read of the numbers that names the first thing to fix and links to it.
What your team gets
Median and slowest tenth
Timing is reported as average, median and 90th percentile, so the slow tail is visible.
Per teammate and per inbox
Every figure can be read for one inbox, and each teammate has a row of their own.
Service level hit rates
Targets met are reported by policy, teammate and tag.
A daily read of the numbers
Each morning one sentence names the first thing to fix and links to it.
Analytics setup in three steps
The steps follow the order a new workspace takes them in, and they use the names of the screens as they appear in the app.
- 1
Connect the inboxes to measure
Under Settings, Inboxes, connect the mailboxes and WhatsApp numbers you want measured.
- 2
Choose the range and the inboxes
On the Analytics page, pick a date range and one inbox or all of them.
- 3
Add a service level policy
Under Settings, open SLAs and set targets for first reply, next reply and resolution, with business hours and holidays.
Common questions
These are the questions teams ask before they set this up. If yours is not covered here, send it to us.
What is customer service analytics?
Customer service analytics is the measurement of how a support team handles its conversations: how many arrive, how fast they are answered and resolved, and how often targets are met. Sektra computes these from the events in each inbox and reports timing as average, median and 90th percentile. The figures can be read for the whole team, one inbox or one teammate.
How does Sektra track email response time?
Sektra records the time of every inbound message and every reply, including replies written in Gmail or Outlook. First response time runs from the customer's first message to the first reply, and response time is measured for every reply from the newest customer message before it. Out-of-office replies and bounces never start a clock.
Can I see response times for each teammate?
Yes. Each teammate has a row showing replies sent, conversations resolved, and first response and response times. A figure goes to the person who sent the reply or archived the conversation, whoever it was assigned to.
Does a reply written in Gmail or Outlook count?
Yes. Replies written in Gmail or Outlook are picked up by sync and counted as outgoing messages. On a shared inbox they are credited to the teammate whose address matches, and on a personal inbox to its owner.
Other parts of the same inbox
Sektra compared with the tool you use now
Each page states what the other tool is built for, what it costs and what changes when a team moves to Sektra.
Articles on this subject
First response time: email response time benchmarks, policy and tracking
First response time, response time and resolution time defined, with the reason the p90 matters more than the mean. Two published benchmarks with their sources, a one-paragraph policy by channel, and what tracking looks like in Gmail, Outlook and the tools that report it.
Read the articlePlaybooksCustomer success metrics for account teams beyond response time
First response time comes from support queues. For account teams it measures the inbound half of the relationship and misses the rest. This guide covers three customer success metrics for commitments, open questions and quiet accounts, with a way to measure each.
Read the articlePlaybooksInbox management for teams that answer hundreds of emails a day
Personal inbox advice assumes one reader. A team mailbox needs five jobs done each day, seven rules that keep them done as volume rises, and three numbers that show whether the system works, whether the team is in Gmail, Outlook or a shared inbox tool.
Read the articleTry it on your own inbox
Connect a Gmail, Outlook or IMAP mailbox and the trial runs on your own mail, with nothing to migrate and no card required.