Agent Performance

This section contains:

Overview

Subject

Statistics on agent message volume, response time, agent actions, and work time.

Purpose

Use this report to view performance data for specific agents.

Default sort order

By agent name

Database tables

CCL_Person
CCL_Agent
CEM_Agent_Properties
CEM_Message_Status
CEM_Message_Actions
CEM_Message_Worktime

Report Data

CEM Agent  (Agent Name)

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

Messages claimed or rules assigned by agent (Msg Assigned)

The number of messages that were claimed by the agent, were automatically assigned to this agent by the tracking number, or were directly assigned to the agent by an incoming mail rule during the specified time window.

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

Messages reassigned or escalated to agent (incoming) (Msg Reassigned To)

The number of messages that were reassigned to this agent or were escalated to this agent during the specified time window. This includes ICM routed messages.

Derived from records that are selected based on the assignment action time.

Messages “sent and archived” (Msg Sent/Archived)

The number of messages that this agent sent and archived within the specified time window.

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

Messages “sent and kept current” (Msg Sent/Kept Current)

The number of messages that this agent sent and kept current within the specified time window.

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

Messages reassigned or escalated from agent (outgoing) (Msg Assigned From)

The number of messages that were reassigned or escalated out of the agent's queue during the specified time window.

Derived from records that are selected based on the reassignment time.

Messages archived without reply (Msg Archived Without  Reply)

The number of messages that the agent archived during the specified time window that have not received responses.

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

Messages not answered (Msg Not Answered)

The number of active messages in the agent's queue that have never been responded to by the end of the specified time window.

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

Messages in queue (Msg in Queue)

The number of messages that are still active at the end of the specified time window.

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

Oldest message in queue (Msg Max Wait Time)

The oldest active message in the agent's personal queue at the end of the specified time window.

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

Total Message Handling Time (Total Handle Time)

The sum of all work times where the end time is within the specified time window.

Derived from records that are selected based on the message work time completed. Specified in hours:minutes:seconds (HH:MM:SS).

Messages Handled (Total Msg Handle)

The total number of messages that were worked on and recorded within the specified time window.

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

Average Message Handling Time (AHT)

The average time it takes for an agent to handle a message.

Derived from records that are selected based on 'Total Message Handling Time'/ 'Number of Messages Handled'. Specified in hours:minutes:seconds (HH:MM:SS).