Email Queue Report

The Email Queue Report looks at emails arriving into queues and presents data on how they were handled.

Customisation	Options
Data source	Select an individual or a selection of Email Queues.
Columns	Each of the statistics listed below can be added or removed from the report by managing the columns to include.
Aggregations	The following aggregations can be used to cluster data together: By Email Queue, By Email Queue Per Email Server By Month, By Week, By Day, By Hour
Filters	The following filters can be applied to the report: Incoming Email Servers

Statistic	Description
Total emails arrived	The total number of emails that have been placed in the queue.
Avg emails arrived per day	The average number of emails that have been placed in the queue per day.
Total emails transferred	The total number of emails that have been transferred to another queue.
Total emails handled	The total number of emails that have been handled by agents assigned to this queue.
Total email responses	The total number of email responses that have been sent by agents assigned to this queue.
Avg email waiting time first reply	The average time that each email has spent both in the queue and in the agent’s inbox before the first email reply was sent (customer’s average waiting time to receive the first response from an agent).
Avg email waiting time final reply	The average time that each email has spent both in the queue and in the agent’s inbox before the final email reply was sent (customer’s average waiting time to receive the final response from an agent).
Longest email waiting time	The longest time that an email has spent both in the queue and in the agent’s inbox before being handled.
Email server	The email server on which the incoming email was received. Note: This column is only displayed if Aggregations: By Email Queue Per Email Server is selected.

Administrator Portal and Setup