Get passive metrics for users

There are two methods to get passive metrics of users in Yva.ai API:

To use these methods you will need to specify the start date (sould be Sunday) and the end date (should be Saturday).

Both methods allow to get metrics for the whole period and for each week such as:

  • Set of metrics of digital work day,
  • Digital activity,
  • Email metrics for each communication type and message class,
  • Set of other sources metrics,
  • Employee ID.

Metrics of digital work day

These metrics include:

  • Digital activity start time,
  • Digital activity end time,
  • Digital workday length,
  • Communication hours.

Calculation

Digital activity start time - shows the average time of the first communication of an employee per week (7 days). For large periods, you are shown the median of weekly values for the selected period. If an activity is performed in the interval from 12 pm to 4 am, then the system refers it to the previous day as the last one. 

Digital activity end time - shows the average time of the last communication of an employee per week (7 days). For large periods, you are shown the median of weekly values for the selected period. If an activity is performed in the interval from 12 pm to 4 am, then the system refers it to the previous day as the last one. 

Digital workday length - shows the average time between the first and the last communication of an employee per week (7 days). For large periods, you are shown the median of weekly values for the selected period. 

Communication hours - It is counted as the sum of the intersecting time periods of employee activities per week. If you select a period more than a week in the report, then the value is averaged and you are shown the median of weekly values for the selected period. Moreover, the system has its own duration set for each type of activity. 

Use cases

Case 1: you can see that the employee has a long Digital workday length (12h), but at the same time, the Communication hours is shorter (3h). This can mean both - this employee rarely communicates, and mainly at the beginning of the day and at the end of the day, or this employee has dedicated hours for communication, and the rest of the time he is engaged in other tasks. In this case, you should pay attention to the efficiency of this employee and the amount of correspondence.

Case 2: you can see that the employee has a long Digital workday length (12h) and Communication hours (13h). We advise you to discuss the situation with the employee - perhaps he is now in a stressful period and he needs your help so that he does not face burnout in the future.

Case 3: you can see that the employee has a short Digital workday length (2h) and Communication hours (3h). If this employee is an analyst and his role does not imply active communication, this situation is normal for him.

Email metrics (communication type)

Email metrics are related to the general quantity of emails received/sent, percentage of responses and response time to emails.

These metrics can be divided into three communication types. First one describes messages from all contacts and to all contacts. Second one describes internal communications between employees and the third one - describes communications with external contacts (other domains).

Metric are:

  • Number of received emails - external, internal, all contacts
  • Number of sent emails - external, internal, all contacts
  • Average response time to emails - external, internal, all contacts
  • Share of responses to emails - external, internal, all contacts

Calculation

Number of received emails - shows amount of emails received by employee per week (7 days). For large periods, you are shown the sum of weekly values for the selected period. Automatic notifications and mailings are not included in calculations. This metric is calculated for messages between employee and all of his contacts (all contacts), for messages between the employee and all of his contacts within the company (internal contacts) and for messages between the employee and all of his contacts outside the company (external contacts).

Number of sent emails - shows amount of emails sent by employee per week (7 days). For large periods, you are shown the sum of weekly values for the selected period. Automatic notifications are not included in calculations. This metric is calculated for messages between employee and all of his contacts (all contacts), for messages between the employee and all of his contacts within the company (internal contacts) and for messages between the employee and all of his contacts outside the company (external contacts).

Average response time to emails - For a weekly calculation, the system uses all emails sent by the user in a week and checks whether a specific email was a response to a previous email. For each email that is a response, the system uses the difference in HH:MM:SS between the moment the reply was sent and the moment the question was received. The median of all obtained values is applied for a week. For large periods, you are shown the median of weekly values for the selected period. This metric is calculated for messages between employee and all of his contacts (all contacts), for messages between the employee and all of his contacts within the company (internal contacts) and for messages between the employee and all of his contacts outside the company (external contacts).

Share of responses to emails - For a weekly calculation, the system uses all emails sent by the user in a week and checks whether a specific email was a response to a previous email. Then the system calculates the share of all responses to emails. For large periods, you are shown the median of weekly values for the selected period. This metric is calculated for messages between employee and all of his contacts (all contacts), for messages between the employee and all of his contacts within the company (internal contacts) and for messages between the employee and all of his contacts outside the company (external contacts).

Use cases

Case 1: you can see that the employee receives a large number of emails, but sends few emails (the number of sent messages is several times less than the number of received emails). Perhaps this employee is often in the copy of correspondence that does not concern him directly. If, in your opinion, this situation is not normal for an employee, given his position, discuss with him what he needs to do in order not to participate in unnecessary communications.


Case 2: you can see that the employee has very few messages sent to external addressees and a lot of internal ones. This is normal for an employee whose functions do not involve interaction with external contacts, but if the employee's role requires him to communicate a lot with clients and contractors, you should pay attention to the employee's efficiency - maybe he needs some help with priorities or processes.


Case 3: you can see that the employee has a large number of incoming and outgoing messages, but a long response time and a low share of responses. This may be normal for an employee if his role does not imply a prompt response, but if this data belongs to an employee for whose role it is important - for example, a support service - then you should pay attention to the effectiveness of this employee. Maybe he is overloaded with his tasks and needS some help, or maybe his motivation to work decreased and the first signs of burnout appeared.

Email metrics (message class)

For each communication type there are 5 message classes. For each of them you will receive the following metrics:

  • Number of received emails,
  • Number of sent emails,
  • Average response time to emails,
  • Percentage of responded emails.

Message classes are:

  • Messages with tasks,
  • Messages with positive sentiment,
  • Messages with negative sentiment,
  • Messages with praise,
  • Messages with conflict.

Calculation

Number of received emails of certain class - shows amount of emails of certain class received by employee per week (7 days). For large periods, you are shown the sum of weekly values for the selected period. Automatic notifications and mailings are not included in calculations. This metric is calculated for messages of certain class between employee and all of his contacts (all contacts), for messages of certain class between the employee and all of his contacts within the company (internal contacts) and for messages of certain class between the employee and all of his contacts outside the company (external contacts).

Number of sent emails of certain class - shows amount of emails of certain class sent by employee per week (7 days). For large periods, you are shown the sum of weekly values for the selected period. Automatic notifications are not included in calculations. This metric is calculated for messages of certain class between employee and all of his contacts (all contacts), for messages of certain class between the employee and all of his contacts within the company (internal contacts) and for messages of certain class between the employee and all of his contacts outside the company (external contacts).

Average response time to emails of certain class - For a weekly calculation, the system uses all emails sent by the user in a week and checks whether a specific email was a response to a previous email of certain class. For each email that is a response, the system uses the difference in HH:MM:SS between the moment the reply was sent and the moment the message was received. The median of all obtained values is applied for a week. For large periods, you are shown the median of weekly values for the selected period. This metric is calculated for messages between employee and all of his contacts (all contacts), for messages between the employee and all of his contacts within the company (internal contacts) and for messages between the employee and all of his contacts outside the company (external contacts).

Share of responses to emails of certain class - For a weekly calculation, the system uses all emails sent by the user in a week and checks whether a specific email was a response to a previous email of certain class. Then the system calculates the share of all responses to emails of certain class. For large periods, you are shown the median of weekly values for the selected period. This metric is calculated for messages between employee and all of his contacts (all contacts), for messages between the employee and all of his contacts within the company (internal contacts) and for messages between the employee and all of his contacts outside the company (external contacts).

Messages with tasks

The AI of the system detects the presence of a task in the text identifying "task formulation" patterns (the presence and combination of words associated with task assignment, considering the context). Some examples of a text in which the system detected a task: "Please prepare a file before tomorrow"; "Could you send me the report now?".

Messages with positive or negative sentiment

The AI of the system detects the presence of a positivity in the text identifying "positivity" patterns (the presence and combination of words associated with positivity, considering the context). Some examples of a text in which the system detected a positive attitude: "Sick!"; "Cool! Then let's plan a setup meeting next week:) May the force be with us!"

The AI of the system detects the presence of a negativity in the text identifying "negativity" patterns (the presence and combination of words associated with negativity, considering the context). Some examples of a text in which the system detected a negative attitude: "I am extremely disappointed with the violation of the terms of delivery"; "The number of errors in this file is totally unacceptable".

Messages with conflict

A message is considered to contain a conflict if it contains words/expressions on several of the following topics (microclasses) simultaneously: agreement (contract, intention), disagreement (inaction, defect), negativity (inaction, nonsense), etc., considering the context. 

Messages with praise

Praise is a marker that reflects respect for the employee's personality and the work done by him, impartiality, lack of arrogance on the management's part. And on the subordinates' part, this is an indicator of the level of work comfort and satisfaction with the company's top management. A praise can be expressed to a group of employees or the whole company. And then it is a significant marker of a healthy team environment. Some examples of a text in which the system detected a praise: “Dima, you're a great sysop. And as a devops as well.”, “Thank you for the presentation! Everyone listened with an absorbed attention.”

Use cases

Tasks

Case 1: you can see that the employee receives a large number of emails with tasks but he has a small percentage of responses for such emails. This employee may be overwhelmed and unable to respond to all tasks. Maybe this employee is overloaded and does not have time to complete all the tasks, or maybe he prefers to answer emails with tasks not by mail - for example, during calls or chatting in instant messengers.

Case 2: you can see an employee who has a large number of incoming emails with tasks and a small number of outgoing emails with tasks. If this person is a manager, then such a picture may mean that this manager delegates few tasks to his subordinates and prefers to perform them independently. You might want to talk to this employee about the situation and, if necessary, help him.

Positive or negative sentiment

Case 1: you can see that the employee has a large number of negative incoming emails and a small number of negative outgoing emails. Perhaps this employee works in the support service and for him a large number of negative emails is normal due to his role. If his role does not involve participation in resolving difficult situations, then perhaps this employee is in a situation of emotional pressure, which can subsequently lead to his burnout. You should discuss with the employee how you can help him.

Case 2: You can see that the number of outgoing letters with negative and positive is high for the employee, for whom this is usually not typical due to his temperament and his role. Pay attention to whether there has been a big change in the number of emotionally saturated emails in recent times. Perhaps this person is under stress, due to which the level of his emotionality has increased. Discuss with him if he needs help and, if necessary, help him cope with this stress.

Messages with conflicts

Case 1: You can see a large number of emails with conflicts from one of the co-workers. If this employee works in the sales team, then you should discuss the situation with him. Perhaps the process of selling to one of the major clients is difficult and with conflicts and the employee needs help in order for him to close the deal.

Case 2: you can see one of the employees have a large number of outgoing conflicts directed to his colleagues within the company. Talk to the manager or colleagues of this employee - perhaps he is a source of negativity and conflict, which negatively affects the emotional state of the team. Discuss the situation with the employee himself - perhaps he is in a difficult life situation and needs your help, or perhaps he does not realize that his behavior is upsetting his colleagues.to which the level of his emotionality has increased. Discuss with him if he needs help and, if necessary, help him cope with this stress.

Messages with praise

Case 1: you can see a few emails with praise from one of the managers to internal contacts. It is important for employees to receive enough recognition from their manager. Perhaps this leader is not completely satisfied with the work of his subordinates, or he is satisfied, but does not praise them sufficiently. Discuss the situation with this leader - come up with a solution - how he can praise his subordinates more.

Case 2: you can see that one of the employees has more service functions than the rest, the number of letters of praise. Analyze the rest of the semantics of this employee (negative, conflicts, positive), and if the amount of negativity and conflicts is low, this may mean that the employee is doing well with his work and shows a high customer focus. You can reward him for that!

Other sources metrics

These metrics are related to other activities of employee such as:

  • Number of sent chat messages,
  • Number of sent chat reactions,
  • Number of other activities,
  • Number of Jira Issue activities,
  • Number of Jira Comment activities,
  • Number of Jira Worklog activities,
  • Number of chat mentions.