Email Agent Activity Report
The Email Agent Activity Report presents email statistics of the email-enabled agents for a day.
Charts
The following charts are available:
Chart Name |
Description |
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Email Agent Activity by Agent State |
Displays the time that agents spend in an agent state. |
Email Agent Activity by Email |
Displays the email statistics of an agent. |
Fields
The report includes a table that displays the following information:
Field |
Description |
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Agent Name |
Name of the agent to whom the email messages are routed. |
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Agent Id |
Login user ID of the agent. |
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Login Date |
Date the agent logged in. |
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Logged-In |
Total time the agent logged in. Summary info—Sum of the records in this column. |
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Not Ready |
Total time the agent spent in the E-Mail Not Ready state. Summary info—Sum of the records in this column. |
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Ready |
Total time the agent spent in the E-Mail Ready state. Summary info—Sum of the records in this column. |
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Time Spent On Desk |
Total Time the agent spent in the E-Mail Processing state. Summary info—Sum of the records in this column.
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Presented |
Number of email messages that are presented to the agent. Summary info—Sum of the records in this column. |
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Requeued |
Number of email messages that the agent requeued. The requeue date and time determines whether the email message falls within the interval. Summary info—Sum of the records in this column. |
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Sent |
Number of response email messages that the agent sent. The send date and time determines whether the email message falls within the interval. Summary info—Sum of the records in this column. |
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Discarded |
Number of email messages that the agent discarded. The discarded date and time determines whether the email message falls within the interval. Summary info—Sum of the records in this column. |
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Avg On Desk |
Average on-desk time = Total time spent on handling email contacts/Number of emails sent, requeued and discarded. |
Filter Criteria
You can filter using the following parameters:
Filter Parameter |
Result |
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Time Offset |
Displays the list of time zones. Select the one matching your timezone. If multiple values are selected, the first one takes effect. |
Agent Name |
Displays information for the specified agents. |
Grouping Criteria
Data is grouped by the following fields:
Field |
Result |
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Agent Name |
Sorts data by agent name. |
Login Date |
Groups information by login date. |