Reporting & Analytics for Outlook
See how your team really performs
Outlook shows what is in a shared mailbox, not how fast your team answers it. Emailgistics adds real-time dashboards and reports on volume, reply times and SLAs for every mailbox and every person.
What is shared mailbox reporting?
Shared mailbox reporting measures how much email your team receives and how quickly it is answered and closed. Outlook does not report on shared mailboxes, so Emailgistics adds dashboards and reports for every mailbox, person and tag, inside Microsoft 365.
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1. Watch
Real-time dashboards show today’s workload
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2. Report
Reports break down volume, response times and SLAs
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3. Drill down
Drill into a report to see the emails behind it
Know how every mailbox is performing
The Mailbox Performance report is your team’s health check. It shows:
- Volume and reply time trends, so you can plan for busy periods
- Average first reply in business hours and elapsed time
- Reply time buckets that show the share answered within each window
Coach with a fair view of each person
Outlook only sees the mailbox. The User Performance and User Closed Performance reports show each person’s:
- Email handled, replies and closed conversations
- Average reply and close times
- Schedule and availability history, for context
Measure what matters with tags and domains
Averages hide how your most important email is handled. Two reports break it out by tag and domain:
- Mailbox Tag Performance: volume and reply times for each tag
- Mailbox Domain Performance: which customers send the most email
- Proof that urgent and VIP email is answered first
Shared mailbox metrics, defined
The numbers on Emailgistics dashboards and reports, and exactly what each one measures.
- Avg Mailbox Reply Time
- Average time to the first reply, counted during business hours only.
- Avg Elapsed Reply Time
- Average time to the first reply, counting every hour of every day.
- Avg Mailbox Close Time
- Average time to close (archive) an email, during business hours only.
- Inside Reply SLA
- Share of first replies sent within their reply SLA.
- Inside Close SLA
- Share of emails closed within their close SLA.
- SLA breach rate
- Share of email handled outside its SLA: 100% minus Inside SLA.
- Oldest Message
- Age of the oldest open email, measured on the mailbox schedule.
- Unassigned
- Emails in the shared inbox that are not yet assigned or opened.
Teams that measure their shared mailboxes
Real results from Emailgistics customers, in their own words.
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25
customer service advisors handling email in 22 languages
Read the case study“As someone who manages a team of 25 people, it’s become much easier for me to know and see everything and, [as] a result, deal with situations more effectively.”
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15%
fewer phone calls, with 25% more emails handled
Read the case study“Our customers noticed how much Emailgistics improved our quality of service through email.”
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64%
faster first replies in 13 weeks, from 13 hours to under 5
Read the case study“I like the auto routing because it takes away that decision fatigue … It just puts it in your mailbox.”
Rated 4.7/5 on G2
Outlook shared mailbox alone vs. adding Emailgistics
Outlook has no reporting for shared mailboxes. Emailgistics shows how every mailbox and every person performs, without exports or spreadsheets.
| Feature |  Inside Outlook | Outlook on its own |
|---|---|---|
| Reply times by mailbox | Manual tracking | |
| Reply times by person | ||
| SLA compliance | ||
| Tag and domain reports | ||
| Real-time dashboards | ||
| Drill down to each email | ||
| Reporting API |
Reporting features built for shared mailboxes
Everything managers need to see the work, plan for it and prove the results.
Dashboard sets
Build dashboards for different teams or roles, and switch between them.
Open Message Detail Report
See every open email’s age, owner and status, to manage the queue.
Reporting API
Pull mailbox and user data into Power BI or your data warehouse.
Admin audit log
Track every configuration change and admin action, for compliance.
Cost centers
Split mailbox costs across departments for chargeback.
User availability history
See when each person was available, to plan coverage.
Get started with reporting and analytics
The live dashboard and mailbox and user reports are on every plan. Professional adds tag, domain and drill-down reports. Enterprise adds the Reporting API.
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Set mailbox hours
Response times then reflect when your team is actually open.
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Tag your email
Tag requests by type, so reports show where the time goes.
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Build your dashboard
Choose the gauges each team and manager needs on their own dashboard.
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Review and share
Run reports any time, drill down to emails and export for leadership.
Shared mailbox reporting measures how much email a team receives and how quickly it is answered and closed. Emailgistics reports on every mailbox, person and tag inside Microsoft 365.
No. Outlook has no built-in reporting for shared mailboxes, so teams cannot see reply times, SLA performance or individual workload without tracking it by hand.
Reports include Mailbox Performance, Bucketed Mailbox Performance, Mailbox Tag Performance, Mailbox Domain Performance, User Performance, User Closed Performance, Open Message Detail and Alert Detail, plus schedule and availability reports.
Yes. Dashboards update in real time, and you choose the gauges, drag them into place and remove the rest. Each gauge can track a different mailbox, and dashboard sets give each team its own view.
Yes. User Performance reports show each person’s email volume, reply and close times, so managers can spot who is overloaded, recognize fast work and coach fairly.
Yes. Set reply and close targets for each mailbox, and reports show the share of email handled inside them. A drill-down lists the emails that missed and who owned them.
Yes. The Reporting API lets data and BI teams pull mailbox and user performance into Power BI or a data warehouse, and combine it with CRM or call center data.
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