Inbound Campaign Email

Calculates inbound campaign statistics for emails. If a Derived column for a statistic is not specified, then it is false by default.

Columns

  • Avg Handle Time – The value in seconds calculated after a disposition is set for a campaign email interaction. Handle time - Time to process an email interaction (chat time + wrap-up time [after-email work time]). Average handle time - Total handle times of all queues in the campaign divided by the total number of emails during the time interval selected in the Time Range options.

  • Avg Queue Time – The average queue time for emails in the inbound campaign.

  • Avg Speed Of First Response – The average speed of first response for emails in the inbound campaign.

  • Campaign Id – The ID of the campaign.

  • Campaign Name – The name of the campaign.

  • Closed – The number of closed email interactions in the inbound campaign. Interaction is complete and finalized.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: totalEmailsClosed

Calculation Parameters

The Grid function has these optional parameters:

  • Campaigns – Allows you to select from a list of Campaigns.

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