Email Agent Statistics¶
Displays email agent statistics data.
Depending on the KPI Function, the following parameters may be used:
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.
Emails Abandoned¶
Returns the number of emails routed to a queue, which were subsequently abandoned.
Parameters: Queues, Skills, Teams
Emails Aborted¶
Returns the number of aborted emails.
Parameters: Queues, Skills, Teams
Emails Average Handle Time¶
Returns the average time agents spent answering emails.
Formula:
(Emails Total Talk Time + Emails Total Work Time) / Emails Handled
Parameters: Queues, Skills, Teams
Emails Average On Desk¶
Returns the average time agents took to reply to an email after receiving it.
Formula:
Emails Total Talk Time / (Emails Requeued + Emails Sent)
Parameters: Queues, Skills, Teams
Emails Cleared¶
Returns the number of emails, which were cleared.
Parameters: Queues, Skills, Teams
Emails Discarded¶
Returns the number of emails, which were discarded.
Parameters: Queues, Skills, Teams
Emails Do Not Care¶
Returns the number of do not care emails.
Parameters: Queues, Skills, Teams
Emails Handled¶
Returns the number of emails routed to a queue, which were subsequently handled.
Parameters: Queues, Skills, Teams
Emails Offered¶
Returns the number of emails routed to a queue.
Parameters: Queues, Skills, Teams
Emails RONA¶
Returns the number of emails presented to the agent, that were not accepted within a specified threshold.
Parameters: Queues, Skills, Teams
Emails Rejected¶
Returns the number of rejected emails.
Parameters: Queues, Skills, Teams
Emails Requeued¶
Returns the number of emails, which were requeued.
Parameters: Queues, Skills, Teams
Emails Retrieved¶
Returns the number of emails, which were retrieved by agents.
Parameters: Queues, Skills, Teams
Emails Sent¶
Returns the number of emails, which were replied to.
Parameters: Queues, Skills, Teams
Emails Total Accepted Time¶
Returns the total time, that passed from the time a email was presented to an agent and the agent answered the email.
Parameters: Queues, Skills, Teams
Emails Total Talk Time¶
Returns 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.
Parameters: Queues, Skills, Teams
Emails Total Work Time¶
Returns the total time, that an agent spent in Work State after the email.
Parameters: Queues, Skills, Teams
Emails Unknown¶
Returns the number of unknown emails.
Parameters: Queues, Skills, Teams