Email Agent Statistics

Calculates email statistics for agents.

Columns

• Agent Login Id – The agent’s login ID.

• Emails Abandoned – The number of emails routed to a queue, which were subsequently abandoned.

• Emails Aborted – The number of aborted emails.

• Emails Average Handle Time – The average time agents spent answering emails.

  Formula:

  (Emails Total Talk Time + Emails Total Work Time) / Emails Handled

• Emails Average On Desk – The average time agents took to reply to an email after receiving it.

  Formula:

  Emails Total Talk Time / (Emails Requeued + Emails Sent)

• Emails Cleared – The number of emails, which were cleared.

• Emails Discarded – The number of emails, which were discarded.

• Emails Do Not Care – The number of do not care emails.

• Emails Handled – The number of emails routed to a queue, which were subsequently handled.

• Emails Offered – The number of emails routed to a queue.

• Emails RONA – The number of emails presented to the agent, that were not accepted within a specified threshold.

• Emails Rejected – The number of rejected emails.

• Emails Requeued – The number of emails, which were requeued.

• Emails Retrieved – The number of emails, which were retrieved by agents.

• Emails Sent – The number of emails, which were replied to.

• Emails Total Accepted Time – The total time, that passed from the time a email was presented to an agent and the agent answered the email.

• Emails Total Talk Time – The total time, that passed from the time an agent answered the email to the time the email was disconnected or transferred, not including hold time.

• Emails Total Work Time – The total time, that an agent spent in Work State after the email.

• Emails Unknown – The number of unknown emails.

Calculation Parameters

The Grid function has these optional parameters:

• Queues – Allows you to select from a list of Contact Service Queue names.

• Skills – Allows you to select from a list of Skill names.

• Teams – Allows you to select from a list of Team names.