Outlook Shared Mailbox Service Level Audit
Measure whether shared messages are answered on time.
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Audit a shared mailbox. Export of messages with received time, first reply time, owner and category: [MAILBOX_DATA]. Promised response time: [PROMISE]. Working hours of the team: [HOURS]. Explain how you treated messages received outside working hours, weekends and holidays, and show one worked example of a reply time calculation. Calculate messages received, the share answered within the promise, median and 90th percentile reply times, messages never answered, messages answered by more than one person, and the busiest hours. Example week (invented): 240 received, 204 answered within 4 hours (85 percent), 12 never answered (5 percent), 9 answered by two people. Give the top three categories by volume and the share of breaches in each, and patterns by time of day. Return a table, three hypotheses for any breach each with a test, suggested staffing and process changes with the evidence, a revised protocol, and a weekly dashboard of four numbers: received, answered on time, oldest unanswered, and messages with two repliers. The export may not show phone follow-ups or replies from personal addresses, and a small sample can mislead. Do not use the figures to judge individuals.
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Invented week: 240 messages received; 204 answered within 4 hours = 85 percent; 12 never answered (5 percent); 9 answered by two people. Median reply 1.8 hours; 90th percentile 7 hours. Busiest hour: 09:00 to 10:00 with 38 messages. Hypothesis: nobody claims messages in the first hour. Test: assign an owner for 09:00 to 10:00 for two weeks. Reading: 15 percent of messages missed the 4-hour promise, and the 9 answered twice show wasted effort. Proposal: a claim category applied by the first person to open a message, and a rule that unclaimed messages after 30 minutes are allocated by the shift lead. Measure after two weeks: share within 4 hours (target above 90 percent), unanswered count and double replies.
Illustrative only, made-up data. Your results will differ and must be reviewed.