This section contains:
Subject |
Statistics on user response time, service standard and wait time for active |
Purpose |
Use this report to view performance data for specific agents. |
Default sort order |
By agent name |
Database tables |
CCL_Person |
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. Specified in hours:minutes:seconds (HH:MM:SS).
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).
Note: The following fields have been included in addition to those already available in the Agent Performance template.
Average Response Time [Avg Resp Time]
The Average Time interval when CEM receives the mail, and the time when the Agent replies to that mail. Specified in hours:minutes:seconds (HH:MM:SS).
For example, if an E-Mail arrives at 1600 and 1605 hours and the Agent replies to the mails at 1603 and 1610 hours, then the Average Response Time for these mails is (3+5)/2 , that is 4 minutes (00:04:00).
Percent within Service Standard [% Within Service Std]
Percentage of mails which were replied before the mails are overdue.
For example, if CEM receives 10 E-Mails, and 5 were replied to before they were overdue and 3 were replied to after they were overdue, then the percentage response will be 5/8 i.e.62.5%
Average Wait Time For Active [Avg Wait Time for Active]
Average time for all the mails received by CEM, and residing in the Agent 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).