Email Queue Statistics¶
Displays email queue 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.
Emails Abandoned¶
Returns the number of abandoned emails after being presented to the agent.
Parameters: Queues
Emails Aborted¶
Returns the number of aborted emails after being presented to the agent.
Parameters: Queues
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
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
Emails Cleared¶
Returns the number of emails, which were cleared.
Parameters: Queues
Emails Discarded¶
Returns the number of emails, which were discarded.
Parameters: Queues
Emails Do Not Care¶
Returns the number of do not care emails.
Parameters: Queues
Emails Handled¶
Returns the number of emails handled by the agent.
Parameters: Queues
Emails Longest Wait Time¶
Returns the longest time, that an Email spent waiting in queue.
Parameters: Queues
Emails Offered¶
Returns the number of emails offered to the agent.
Parameters: Queues
Emails Rejected¶
Returns the number of emails rejected by the agent.
Parameters: Queues
Emails Requeued¶
Returns the number of emails, which were requeued.
Parameters: Queues
Emails Retrieved¶
Returns the number of emails, which were retrieved by agent.
Parameters: Queues
Emails Sent¶
Returns the number of emails, which were replied to by agent.
Parameters: Queues
Emails Total Accepted Time¶
Returns the total time, that passed from the time a chat was presented to an agent and the agent answered the chat.
Parameters: Queues
Emails Total Talk Time¶
Returns 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.
Parameters: Queues
Emails Total Wait Time¶
Returns the total time, that an Email waits in queue.
Parameters: Queues
Emails Total Work Time¶
Returns the total time, that an agent spent in Work State after the chat.
Parameters: Queues
Emails Unknown¶
Returns the number of unknown emails.
Parameters: Queues