How do I track individual team member activity in a shared inbox/account?
Do you have a shared inbox where multiple team members log into and conduct email activity from? And you want to track individual team member activity within that shared inbox?
No problem! We can accomplish this using Gmail labels.
You will first need to create a Gmail label for each of your team members, and you will need to instruct your team members, from now on, to label their email conversations with their corresponding Gmail label as they work within the shared inbox.
Here are the steps to take:
Step 1. If you haven’t already done so, login to the shared email account (in Gmail) and create a label that corresponds to each team member using the inbox. For example, “Rob”, “Susan”, or “Agent 1″, Agent 2”, etc. Click here for instructions on how to create Gmail labels.
Step 2. Create an automatic Gmail filter rule (within Gmail) to automatically label emails when they meet certain conditions. For example, if an email contains certain text (such as a signature or unique subject line), you can set up an automatic rule to label that email with a specific label. Click here for instructions on how to set up an automatic Gmail filter.
Note: Be sure your automatic Gmail filter is configured to label both inbound and outbound emails.
If you’re having trouble setting up the automatic Gmail filter rule, then you can alternatively ask your agents to manually label their email conversations with their corresponding label in Gmail. EmailAnalytics will automatically detect and reflect all label changes.
Step 3. On the EmailAnalytics dashboard, scroll down slightly to the “Label Breakdown” table. Each of your agents will be represented here by their corresponding label. You can also create a filter in EmailAnalytics to display only emails within certain labels. Activate that filter to display stats within certain labels on your dashboard.