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MailDesk Cockpit – KPIs, Backlog & SLA-Kontrolle
MailDesk Cockpit
The operations center for your MailDesk inboxes. See reply backlogs, SLA pressure, workload distribution, and team performance in real time — and drill into any queue with a single click.
https://mit-odoo.com/module/maildesk
Full Inbox Visibility. Finally.
Most teams using email in Odoo have no idea how many threads need a reply, which are overdue, who owns what, or where the backlog is growing. MailDesk Cockpit changes that with a live operational dashboard built specifically for MailDesk mailboxes.
KPI Cards
Needs-reply, overdue, waiting for customer, today's activity, first response times, backlog age — all live in one view.
SLA Control
Multi-tier SLA: thread override → partner policy → mailbox default. Overdue-first recovery board surfaces what's most urgent.
Workload Balancing
See reply load by owner and mailbox. Spot imbalances and reassign threads — directly from the Cockpit.
Queue Drilldowns
Click any KPI to open the matching filtered email queue. Every number is actionable — not just a visual metric.
Four Operational Scenarios — One Dashboard
Operations Mode
Triage-focused queue control. See all threads that need action now, sort by age, priority, and owner — clear the queue systematically every morning.
SLA Control Mode
Overdue-first recovery board. Shows breach severity, time since expiry, and owning agent — prioritize SLA recoveries intelligently.
Team Load Mode
Workload by owner and mailbox. Spot imbalances and reassign threads without leaving Cockpit.
Executive Mode
High-level KPIs and mailbox summary for leadership — volume trends, average response times, and queue health across all inboxes.
Thread State Intelligence
Cockpit materializes thread state every 5 minutes from MailDesk SSOT data. Each thread has a computed operational state — and when MailDesk Automation is installed, it reads automation fields for even higher accuracy.
Thread States
- Waiting for us (needs reply)
- Waiting for customer
- Overdue (SLA breached)
- Action required
- Done / Ignored / Noise
Sidebar Segments
- All threads
- Needs reply
- Overdue threads
- Unassigned threads
- No SLA threads
Thread Actions
- Open queue drilldown
- Open last SSOT email
- Open linked contact
- Assign thread to self
- Mark ignored / FYI
Export, Reports & Trend Analysis
CSV / XLSX Exports
Export summary, backlog, trend, mailbox workload, owner workload, recent activity, owner activity by day, and top customers — from the Cockpit toolbar in one click.
Trend Table Drilldowns
Click any day in the trend table to open incoming/outgoing emails, thread queues, or active contacts for that date — instant root cause analysis.
SLA Policy Configuration
Define per-partner SLA policies (maildesk.cockpit.partner_sla_policy) to apply different SLA hours to different customers. Fallback to mailbox default when no partner policy exists. Override per-thread for specific cases.
Who Benefits Most
Operations Managers
Get live triage visibility across all mailboxes in a single screen. Assign overdue threads, identify bottlenecks, and run a structured daily triage session in minutes — not hours.
Support Team Leads
SLA breaches surface immediately — before they become customer escalations. See which tickets are overdue, who owns them, and intervene directly from the Cockpit.
Executives & Management
Get high-level KPI summaries and trend data in the Executive scenario. Export weekly reports for stakeholder review — no SQL, no BI tool, no manual counting.
Customer-Facing Teams
Sales, support, and account management teams use Cockpit to maintain reply discipline — ensuring no customer email goes unanswered past the agreed SLA window.
Requirements
- MailDesk Basic — core sync
- MailDesk Ultimate — SSOT layer
- MailDesk Automation Engine — recommended for full accuracy (optional)
- Odoo 17.0 and above
Global Reach: Multi-Language Support
MailDesk Cockpit is available in multiple languages to suit your team's needs worldwide.
German (de)
Spanish (es)
French (fr)
Dutch (nl)
Portuguese (pt)
English (en)
Turkish (tr)
Polish (pl)
- and others
You can't manage what you can't see. Start seeing your inbox clearly.
Install MailDesk Cockpit and give your operations team the real-time inbox intelligence they need to run faster, respond smarter, and never miss an SLA again.
Get MailDesk Cockpit