You can refine the data statistics to be included in the report by selecting the following specific items:
- Agent
- Groups
- 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 Agent
- By Month
- By Week
- By Day
- By Hour
Configurables in the Report Tool: None.
Filters in the Report Tool:
- Email servers
- Queue
For each email agent in a company, the following statistics are available.
| Statistic | Description |
| Emails taken | The total number of emails that the agent has taken from the queue(s). |
| Emails transferred | The total number of emails that the agent has transferred to another agent. |
| Total email replies sent | The total number of email replies that the agent has sent (both interim and final responses). This includes emails that the agent has forwarded to the back office. |
| Total email-handling time | The total time (in seconds) that the agent has spent on responding to emails. |
| Avg handling time first email | The average time that each email has spent 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 handling time final email | The average time that each email has spent 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).. |
| Avg emails arrived per day | The average number of emails that the agent receives per day. |
| Total emails closed | The total number of emails that the agent has closed. An email is considered closed when the agent clicks the Complete button and the email is removed from their inbox. |
Parent topic: Email-data statistics