Email Analytics in JustCall

Message customers2 min readUpdated 2026-03-14

Email Analytics in JustCall

Measure your team's email performance with built-in analytics. Track response times, email volume, and resolution rates to identify bottlenecks and improve customer experience.

Available on: Premium and Custom plans

Access email analytics

Go to the JustCall dashboard and navigate to Analytics > Email
The dashboard displays key metrics for the selected date range
Use the date picker to adjust the reporting period

Key metrics

Metric	What it measures
Total emails received	Number of inbound emails during the period
Total emails sent	Number of outbound emails (replies and new compositions)
First response time	Average time from when an email is received to when an agent sends the first reply
Average response time	Average time between a customer's message and the agent's reply across all exchanges
Open conversations	Number of email conversations currently in open status
Closed conversations	Number of conversations resolved during the period
Open/closed ratio	Proportion of open to closed conversations — indicates whether the team is keeping up with volume

Volume by agent

The Agent Breakdown section shows email activity per team member:

Emails received (assigned to the agent)
Emails sent
Average first response time
Conversations closed

Use this view to balance workload across the team. If one agent has significantly longer response times, they may need support or workload redistribution.

Response time trends

The Response Time chart plots first response time and average response time over the selected date range. Look for:

Spikes — days where response times increased, possibly due to high volume or understaffing
Trends — improving or declining performance over weeks
Consistency — whether response times are predictable or volatile