Global System Performance

This section contains:

Overview

Subject

Statistics on a single interval or comparison statistics by the hour, day, week, month, or year within a defined interval.

Purpose

Use this report to view global system performance statistics, including messages received, auto and agent responses, manual and auto archives, average handle time, new messages, and the number of messages active in queues.

Default sort order

By msg received

Database tables

CEM_Message_Status
CEM_Message_Actions
CEM_Message_Worktime

Report Data

Messages received (Msg Received)

The number of messages that were received within the specified time window.

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

Auto responses sent (Auto Responses)

The number of auto response messages sent within the specified time window.

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

Agent responses sent (Agent Responses)

The number of agent response messages sent within the specified time window.

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

Messages manually archived without reply (Msg Manual Archive)

The number of messages manually archived without a reply within the specified time window.

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

Messages automatically archived (Msg Auto Archive)

The number of messages automatically archived within the specified time window.

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

Average message handle time (AHT)

Averge Handle Time. The sum of all work times (where the work end time is within the specified time window), divided by the number of messages (where any work was done and recorded within the time window).

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

New overdue messages (Msg New)

The number of messages that went overdue during the specified time window.

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

Total active messages (Msg Total)

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

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