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Reporting, escalation & morning mail

Response times in business hours, the list of what is unanswered — and two ways that report on their own.

Three features answer the same question from three directions: has something been left lying around? Reporting for whoever checks. Escalation for when nobody checks. The morning mail for whoever would rather not look at all. All three live in the team area and are visible from the Admin role upward.

First: business hours

All times are calculated in business hours, not calendar time. A mail that arrives on Friday at 5:50 pm and is answered on Monday at 8:10 am has a response time of twenty minutes, not three days. Anything else would be a number nobody takes seriously.

You set the hours per team (default Mon–Fri, 8 am–6 pm, Europe/Berlin) and can override them per person, for part-time staff or other time zones. That gives two separate numbers: the response time within the team's hours and the handling time within the person's own hours. Public holidays are not taken into account yet.

Reporting

A selectable period, below it four figures and three tables:

Open cases and, of those, older than 24 hours: the number that means someone has to act.
Average and median response time. The median sits next to it because a single outlier makes the average useless.
Per person: open, answered, closed, average and median.
Per mailbox: received, answered, closed, waiting.
Unanswered, oldest first: not a number but the answer to "who has not replied". One click takes you to the case.

Everything can be downloaded as CSV.

Reporting with key figures, tables per person and per mailbox, and the list of unanswered cases — Reporting in the team area. The list at the bottom is the most practical: what is stuck, for how long, with whom.

Escalation: when nobody is looking

You have to go to the reporting. Escalation reports on its own. Every five minutes it checks what has been waiting too long and moves up in levels. The deadlines count in business hours:

Level 1: visible only. The card in the kanban gets a gray bar, and the case appears in the "Escalated" view.
Level 2: a task with a due date is created for the owner. Yellow bar.
Level 3: additionally, a mail to the team lead. Red bar.

The ladder starts with something that stays put rather than with a mail: reporting an overlooked mail by mail uses exactly the channel that just failed.

Deadlines can be set per mailbox, since support@ deserves different ones than info@. Escalation is off by default: a feature that creates tasks on its own is something you switch on, not something that ambushes you. When you switch it on, Astreo sets a cut-off date so the entire backlog does not escalate at once.

The morning mail

Once a day, at the hour you choose, a short mail to the team lead. By default it is off, like escalation: whatever sends mail on its own is something you switch on. And you choose per mailbox what counts: support@ deserves a morning report, a catch-all mailbox perhaps not. If everything is deselected, no mail is sent. The key number is left lying around: yesterday's incoming mail that is neither answered nor closed nor assigned. It is in the subject line, so the mail answers its question without being opened.

If nothing was left lying around, no mail is sent. A mail that arrives every day gets filtered away and is worthless on the day it matters.

What deliberately is not in it: a ranking per person. The numbers in this area show the state of the work, not the quality of the work.