Agent Group Statistics Email

Calculates email statistics for agent groups. If a Derived column for a statistic is not specified, then it is false by default.

Columns

  • Agent Group Id – The ID of the Agent Group.

  • Agent Group Name – The name of the Agent Group. When agents belong to multiple groups, the first group they were associated with displays.

  • Assigned – The number of email interactions that were accepted by or assigned to the Agent Group.

  • Assigned AID – The number of email interactions assigned by AID to the Agent Group.

  • Assigned Cherry Pick – The number of closed email interactions assigned to the Agent Group in cherry pick mode.

  • Closed – The number of closed email interactions by the Agent Group. Interaction is complete and finalized.

  • Longest Assigned Time – The longest time the Agent Group was assigned to Email interaction for.

  • Transferred By Agent – The number of email interactions that the Agent Group forwarded to other Agent Groups or queues.

  • Transferred To Agent – The number of email interactions that were forwarded to the Agent Group by other Agent Groups.

  • Transferred To Queue – The number of email interactions that the Agent Group forwarded to a queue.

Calculation Parameters

The Grid function has these optional parameters:

  • Agent Groups – Allows you to select from a list of Agent groups.