What does the Response Cycle SLA Analysis - Status of Mailboxes report show?
It shows how each mailbox is performing against response SLAs, helping you understand mailbox health, workload pressure, and where attention is needed.
What date range loads by default when opening the Response Cycle SLA Analysis report?
The report opens in Month-to-Date view, covering the first day of the current month up to the end of yesterday.
What does each row represent in the Response Cycle SLA Analysis report?
Each row represents a mailbox and shows how that mailbox is performing against SLA along with workload and response indicators.
What are unactioned responses in the Response Cycle SLA Analysis report?
Unactioned responses are open enquiries that are still waiting for a response when the selected date range includes today.
How are unactioned responses grouped in the Response Cycle SLA Analysis report?
They are grouped into breached SLA, at-risk of breaching today, and still within SLA to support prioritisation.
Why are unactioned response values hidden in some date ranges?
Unactioned values are hidden when the selected date range does not include today to keep historical reporting clean.
What does the oldest open enquiry field show?
It shows the enquiry that has been open the longest in each mailbox when viewing today’s data, or remains blank if none exist.
What does the Download option do in the Response Cycle SLA Analysis report?
It saves a copy of the report exactly as shown on screen with mailbox-level totals.
Who can use the Export option in the Response Cycle SLA Analysis report?
Only managers can see and use the Export option for more detailed analysis.
What is the Summary Totals View in the MIS Report?
It shows high-level counts grouped by a selected field such as status, product type, or resolution.
What is the All Enquiries View in the MIS Report?
It shows one enquiry per row with detailed MIS information for deeper analysis or export.
What is the User Productivity Report used for?
It tracks productivity, efficiency, and utilisation for individuals, teams, or departments in near real-time.
How do I hide columns in the enquiry grid?
Right-click on any column header and select Show / Hide Columns, then untick the columns you don’t want to see and save.
Where can I show or hide columns in EMS Cloud?
You can customise columns in My Enquiries, Search Results, and Mailboxes. Each view is saved separately.
How do I restore the default grid layout?
Right-click a column header and select Reset to Default to restore the system-defined column set.
What does the Download Email button do?
It lets you download an email from an enquiry as an eml file to open, save, or upload externally.
Where do I find the Download Email button?
The button appears in the message view panel when viewing an enquiry that contains an email.
Can I use the Logout button if I only have one tenant?
Yes. The Logout button works for both single-tenant and multi-tenant users.
What is Search Enquiries used for?
It helps you find enquiries quickly without scrolling through mailboxes.
Where do I access Search Enquiries?
From the main EMS Cloud navigation, select Search Enquiries.
What information can I use to search for an enquiry?
You can search using reference numbers, policy numbers, names, email addresses, keywords, mailbox, owner, status, or date range.
What is the New button used for?
It’s used to create a new enquiry or add a note to an existing enquiry.
What does Add Note do?
It adds a shared note to an existing enquiry for updates, handovers, or context.
Who can see notes added to enquiries?
All users who interact with the enquiry can see the notes.
How do I activate the wizard?
Right-click on an enquiry in the list - Activate Wizard
Click the wand icon on the Enquiry Card
Double-click the enquiry (if owned) to launch instantly
