Question:
I would like to get an e-mail response report to check that our call-center employees actually meet our SLA: are all received emails answered in the correct time, or does it take too long?

Answer:
The Message Response Times report template would meet your requirement. You will find it in the Templates > Mailbox Content menu.

It gives, mailbox by mailbox, the number/percentage of items without action, marked as reply, marked as forward, marked as unread with the average time to answer. It can drill down to the message level.
 

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