This section contains:
Subject |
Statistics on rules assigned, response time, wait time and active time. |
Purpose |
Use this report to view performance data for specific skill groups. |
Default sort order |
By skill group |
Database tables |
CCL_Skill_Group CEM_Skill_Group_Properties CEM_Message_Status CEM_Message_Actions CEM_Agent_Properties CEM_Agent_Skill_Group CEM_Message_Worktime |
CEM skill group (Skill Group)
The name of the Cisco E-Mail Manager skill group selected for the report.
Messages assigned by rules (Msg Assigned)
The number of messages that were automatically assigned to the agent by the skill group, or were directly assigned to this agent by an incoming mail rule during the specified time window.
Derived from records that are selected based on the message assignment time.
Messages reassigned or escalated to skill (incoming) (Msg Reassigned To)
The number of messages that were reassigned or escalated to the skill group during the specified time window. This includes ICM routed messages.
Derived from records that are selected based on the message assignment time.
Messages answered (Msg Answered)
The number of responses that were sent during the time window for messages having this skill group at the time of the response.
Derived from records that are selected based on the message send time.
Messages reassigned or escalated from skill group (outgoing) (Msg Reassigned From)
The number of messages that were reassigned or escalated out of the skill group queue during the specified time window.
Derived from records that are selected based on the message assignment time.
Percent of messages responded to within service standard (% Responded To)
The percentage of messages responded to during the time window for messages having the skill group at the time of the response.
Derived from records that are selected based on the message send time.
Messages archived without reply (Msg Archived Without Reply)
The number of messages from the skill group that were archived during the specified time window that have not received responses.
Derived from records that are selected based on the message archive time.
Messages in skill group queue (Msg In Queue)
The number of messages still active in the skill group 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.
Oldest message in skill group queue (Msg Max Wait Time)
The oldest active message in this agent's personal queue at the end of the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).
Derived from records that are selected based on the message arrival time versus window end time
Messages in skill (Msg In Skill)
The number of messages still active having the skill group 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 skill (Msg Max Active Time)
The oldest message having the skill group at 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 Skill Group Performance template.
# Rules Assigned [# Rules Assigned]
The number of mails directly assigned by the RServer to the Skill Group Queue.
Average Response Time [Avg Resp Time]
Average Time interval when the mail arrives at CEM and the time when the Agent with this skill group replies to that mail. Specified in hours:minutes:seconds (HH:MM:SS).
For example, if CEM receives the mail at 1600 and 1605 hours and the Agent with this skill replies to the mails at 1603 and 1610 hours, then the Average Response Time for these mail is (3+5)/2 i.e 4 minutes (00:04:00).
# Average Wait Time for Still in Queue [Avg Wait Time for Active]
Average time for all the mails received by CEM, and residing in the Skill Group Queue, but no action has been taken. (reply, archived etc.) 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 Average wait time for Active will be (ReportRunTime - ArrivalTime)/No of mails i.e (3+2+1)/3 = 2 hours (02:00:00).
Average Work Time [Avg Work Time]
The average time spent by an agent on the messages having the Skill Group. Specified in hours:minutes:seconds (HH:MM:SS).