You can refine the data statistics to be included in the report by selecting the following specific items:
- Columns
Under Aggregations in the Report Tool: you can specify the grouping for which statistics are collected and combined in the report. One of:
- By Email
Configurables in the Report Tool: None.
Filters in the Report Tool:
- Inbound email server
- Email queue
The following data and statistics are available for inbound emails.
| Statistic | Description |
|---|---|
| Email server host | The host name or IP address of the email server. |
| Email server name | The name of the email server. |
| Email received date | The date on which the email was received. |
| Email received time | The time when the email was received. |
| Email closed date | The date on which the email was closed. |
| Email closed time | The time when the email was closed. |
| Contact email | The sender’s email address. |
| Completed queue name | The queue that the email was in when it was marked as complete. |
| Completed agent name | The agent who marked the email as complete. |
| Email classification | The classification assigned to the email. |
| Email 2nd classification | Extra information about the classification assigned to the email. |
| Email length | The total time (in hours, minutes and seconds) from the email being received to the email being closed by an agent. |
| Email active length | The length of time (in hours, minutes and seconds) that the email was the active item for the agent. If the email was their active item more than once, the total active time is shown. |
| Time spent allocated | The length of time (in hours, minutes and seconds) that the email was in an agent’s inbox before it was set as an active item. If the email was in an agent’s inbox multiple times and/or in multiple agents’ inboxes, the total time is shown. |
| Time spent in review | The total time (in hours, minutes and seconds) that the email spent in review. |
| Time to first response | The total time (in hours, minutes and seconds) between the email being received and the first response being sent by an agent. |
| Time spent on queues | The length of time (in hours, minutes and seconds) that the email spent in an email queue before it was allocated to an agent’s inbox. If the email moved between queues and/or was moved back to the queue, the total time is shown. |
| Intermediate responses | The number of responses that were made to the email before it was completed. |
| Allocated agents | The number of agents who handled the email. |
| Allocated queues | The number of email queues to which the email was assigned. |
| Subject | The email’s subject (up to 150 characters). |
| To email | The email address to which the email was sent. |
| Email UUID | The unique identifier of the email. |