Using audit logs to track shared mailboxes
Track agent performance in shared mailboxes without the “send on behalf of” permission
Tracking individual agent performance inside a Shared Mailbox can be vital for understanding team performance and ensuring accountability.
Email Meter provides a simple solution for capturing detailed metrics about each agent’s actions in Shared Mailboxes if the send on behalf of permission is enabled.
If you’d like to get agent performance metrics without turning on the Send on Behalf setting, the only alternative is enabling Audit Logging for your mailboxes, and giving access to Email Meter to those logs to capture that information.
Requirements
- A Microsoft 365 subscription that supports audit logging, such as Microsoft 365 E5.
- Having audit logging enabled for your organization.
- Granting Email Meter access to those logs.
Steps
Enable audit logging
The first step is to turn on audit logging, so that when a user sends an email from a shared mailbox, the information about the agent who sent the email is stored on those logs.
Audit logging is turned on by default for Microsoft 365 organizations.
If auditing isn’t turned on for your organization, you can turn it on in the Microsoft Purview portal or compliance portal, or by using Exchange Online PowerShell.
For detailed instructions, follow Microsoft’s documentation here.
Install the required application
Then, install this application on your domain.
This grants Email Meter access to the audit logs, so that it can capture agent performance metrics and merge them with the rest of your email statistics.
Please note that this application needs to remain installed on top of the main Email Meter application that you already installed during your onboarding.
Notify your Customer Success manager
After completing the previous steps, contact your Customer Success Manager so our team can perform the next steps.
We’ll notify you when the data is ready in your dashboard.