Email Inflow and Outflow Measurement Methodology

Project Overview

Established a new email inflow and outflow measurement methodology from a significantly unreliable reporting position.

Led discovery, build, validation, documentation, rollout, stakeholder explanation, and ongoing maintenance across Salesforce/PACE, SAS EG, SAS VA, SQL, and supporting reporting tools. Defined inflow, outflow, open and closed status, agent and team ownership, queue movement, exclusions, duplicates, reopened items, time windows, and case type logic. Materially improved forecasting accuracy, workforce planning, service performance visibility, and leadership confidence.