Microsoft Word provides a readability scoring and perhaps you could adopt that metric into email agent reporting. One way to do that would be to sample email replies from each agent by passing the text through the Microsoft Word spelling and grammar tools. Along with spelling and basic grammar flags, Microsoft Word produces two readability scores: Flesch-Kincaid grade level score and the Flesch reading-ease score.
The Flesch Kincaid grade level score, rates text on a US grade school level. Scoring an eight for example means that an eighth grader can understand the document. For most standard documents, the writer is encouraged to aim for a score of between seven and eight.
The Flesch reading-ease score, rates text on a hundred - point scale which tells us that the higher the score the easier it is to understand the document. For most standard documents, the writer is encouraged to aim for a score of approximately 60 to 70.
At the top level, familiar metrics do nicely for email. By this I mean that we are interested in knowing the total number of transactions by time of day, average handling (or transaction) time, time in the queue before being dealt with and some disposition coding – that is to say, what was the outcome? We will also want to know how well the channel is being dealt with when compared against our service level goal.
Hope this helps
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