Email Queue Statistics¶
Calculates email statistics for queues.
Columns¶
Emails Abandoned – The number of abandoned emails after being presented to the agent.
Emails Aborted – The number of aborted emails after being presented to the agent.
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 handled by the agent.
Emails Longest Wait Time – The longest time, that an Email spent waiting in queue.
Emails Offered – The number of emails offered to the agent.
Emails Rejected – The number of emails rejected by the agent.
Emails Requeued – The number of emails, which were requeued.
Emails Retrieved – The number of emails, which were retrieved by agent.
Emails Sent – The number of emails, which were replied to by agent.
Emails Total Accepted Time – The total time, that passed from the time a chat was presented to an agent and the agent answered the chat.
Emails Total Talk Time – The total time, that passed from the time an agent answered the chat to the time the chat was disconnected or transferred, not including hold time.
Emails Total Wait Time – The total time, that an Email waits in queue.
Emails Total Work Time – The total time, that an agent spent in Work State after the chat.
Emails Unknown – The number of unknown emails.
Queue Id – The ID of the queue.
Queue Name – The name of the queue.
Calculation Parameters¶
The Grid function has these optional parameters:
Queue Groups – Allows you to select from a list of Contact Service Queue group names.
Queues – Allows you to select from a list of Contact Service Queue names.