Metrics of an employee communication are divided into three blocks:
Metrics for all contacts, that is, any communication of an employee,
Metrics for internal contacts, that is, communication within the organization,
Metrics for external contacts, that is, communication with people outside the organization.
For each block of metrics Yva calculates:
The Number of received emails
The number of incoming emails of an employee without taking into account mailings and automatic notifications.
The Number of sent emails
The number of outgoing emails of the employee, excluding emails that are marked as automatic.
The Average response time to emails
The average response time of an employee to incoming emails when taking into account only those emails that the employee responded to.
Weekly calculation: all outgoing emails of the user for the week are taken. For each of these emails, it is checked which of them were responses to the incoming previous email. For each message that is a response, the difference in HH:MM:SS is taken between the moment of sending the response and the moment of receiving the question. For a week, the median of all the values obtained is taken. Emails that are marked as automatic are excluded from the calculation.
Calculation for a period of more than a week: the median of weekly values.
The Percent of responses to emails
The percentage of incoming emails that the employee has responded to.
Weekly calculation: all incoming emails of the user are taken into account. For each of these emails, it is checked whether there was a response to this email. This gives +1 response message.
Sent emails that are marked as automatic are excluded from the list of response emails.
The metric is considered as "the number of response emails" / "the total number of emails received".
Calculation for a period longer than a week: the median of weekly values.
In the Reports API, metrics can be returned: