You can use this report to monitor the overall effectiveness of the E-Mail Response Management System (ERMS) in your interaction center. This report provides a real time overview of key performance indicators such as volume, average handling time, average response time, and service level. You can sort this information by organizational unit or by e-mail address.

To use this monitoring function, you must be actively using ERMS. To use this function, you must be running SAP CRM 4.0 Add-On for Service Industries or above.