New System Performance By Category

This section contains:

Overview

Subject

Contains statistics on service standard, response time, work time and active time by message category.

Note: Because messages can have multiple categories, column totals will exceed total message volumes. Also, because messages can be in multiple categories, column totals can exceed total message volumes, and percentages can exceed 100%.

Purpose

Use this report to view performance data for specific message categories.  

Default sort order

By category

Database tables

CEM_Category

CEM_Message_Category

CEM_Message_Status

CEM_Message_Actions

CEM_Message_Worktime

Report Data

CEM Category (Category)

The name of the selected category.

Categories assigned by any method (Msg Received)

The number of messages received during the specified time window that are currently assigned to the category by any method.

Derived from records that are selected based on the message receive time.

Percentage of total categories (Percent Total)

The percent of messages received during the specified time window that are assigned to the category compared to the total number of messages received during the time window.

Derived from records that are selected based on the message receive time.

Note: The following fields have been included in addition to those already available in the System Performance By Category template.

# Auto Responses Sent [# Auto Resp Sent]

The number of auto responses sent by the RServer for an incoming mail which are currently assigned to the category within the specified time window.

# Manual Responses Sent [# Manual Resp Sent]

The number of manual responses sent  based on the message send time to mails which are currently assigned to the category within the specified time window.

Average Manual Response Time [Avg Manual Resp Time]

The average time taken for a message (Based on the message send time) to be responded, which is currently assigned to the category within the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).

Percent within Service Standard [% Within Service Std]

The ratio of the number of responses sent during the time window (Based on the message send time), where the message has never been overdue and the total number of responses sent (including overdue messages) for all messages which are currently assigned to this category by any method within the time window.

# Still Active without Reply [# Still Active Without Reply]

The number of messages which are still active currently assigned to the category, and arrived before the end time of the specified time window.

Average Wait Time for Active [Avg Wait Time for Active]

The average wait time for all active messages currently assigned to this category, and arrived before the end time of the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).

Max Wait Time for Active [Max Wait Time for Active]

The oldest active message wait time currently assigned to the category,  which has arrived before the end time of the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).

Average Work Time Average Work Time [Avg Work Time]

The average time spent on the messages currently assigned to the category, and the last action is in the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).