New System Performance By Mailbox

This section contains:

Overview

Subject

Statistics on  service standard, response time, work time  and wait time by POP3 mailbox view name.

Purpose

Use this report to view performance data for specific mailboxes.  

Default sort order

By mailbox

Database tables

CEM_Message_Status

CEM_Message_Actions

CEM_Message_Worktime

Report Data

CEM Mailbox (Mailbox)

The name of the Cisco E-Mail Manager mailbox selected for the report.

Messages received (Msg Received)

The number of messages received from this mailbox during the specified time window.

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

Auto-responses sent (Auto Responses)

The number of auto responses sent during the specified time window in response to messages that were sent to this mailbox.

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

Agent responses sent (Agent Responses)

The number of agent responses sent during the specified time window in response to messages that were sent to this mailbox.

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

Messages archived without reply (Msg Archived Without Reply)

The number of messages that were archived during the specified time window, that have never been responded to that were received from this mailbox at the time of the archive.

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

Messages still active (Msg Still Active)

Number of messages still active that were received from this mailbox at that the end of the specified time window.

Derived from records that are selected based on the message arrival time versus window end time. 

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

Messages Deleted (Msg Deleted)

The number of messages deleted, which were received from this mailbox.

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

Average Response Time [Avg Resp Time]

The average time taken for a response (Based on the message send time) to messages that were sent to this mailbox. Specified in hours:minutes:seconds (HH:MM:SS).

For example, if 2 mails arrive at CEM through Pop1 and Pop2 mailboxes, at 1600 and 1605 hours and the Agent replies to the mails at 1603 and 1610 hours respectively, then the Average Response Time for each Mailbox  is (3+5)/2 i.e 4 minutes (00:04:00).

Percent within Service Standard [% Within Service Std]

Percentage of mails which were replied before the mails is overdue.

For example, if 10 mails were received by CEM through POP1 mailbox and 5 were replied to by an Agent before they were overdue and 3 were replied to after they were overdue, then the percentage response for the POP1 mailbox will be (5/8)*100 i.e.62.5%

Messages Failing Service Standard (Msg Failing Service Standard)

Number of mails which were replied after the mails are overdue.

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

Average time for all the mails received by CEM through the POP1 mailbox and are residing in any Queue but no action has been taken. (reply, archived etc.) Specified in hours:minutes:seconds (HH:MM:SS).

For example, if mails arrive through the POP1 Mailbox at 1000, 1100 and 1200 hours and no action has been taken on them yet. When you run the report at 1300 hours then the Average wait time for Active will be (ReportRunTime - ArrivalTime)/No of mails i.e (3+2+1)/3 = 2 hours (02:00:00).

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

The oldest active message wait time which was received from this mailbox, and has arrived before the end time of the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).

For example, if mails arrive at CEM at 1000, 1100 and 1200 hours and no action has been taken on them yet. When you run the report at 1300 hours, then the Max Wait time for Active will be 3 hours (03:00:00).

Average Work Time [Avg Work Time]

The average time spent on the messages which were received from this mailbox, and the last action on a message is in the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).