System Performance By Track Number

This section contains:

Overview

Subject

Statistics on message volume, response time, work time, by tracking number.

Purpose

Use this report to view performance data for specific tracking numbers.

Default sort order

By track number, and  then msg received

Database tables

CEM_Message_Status
CEM_Message_Actions
CEM_Message_Worktime

Report Data

CEM Tracking number (Track Number)

The tracking number.

Messages received (Msg Received)

The number of messages received during the specified time window for the tracking number.

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

Auto responses sent (Auto Responses)

The number of auto responses sent based on the tracking number during the specified time window.

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

Agent responses sent (Agent Responses)

The number of manual responses sent based on the tracking number during the specified time window.

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

Total responses sent (Total Responses)

The number of auto responses plus the number of agent responses sent.

Derived from records that are selected based on 'Auto responses sent' + 'Agent responses sent'.

Total handle time (Total Handle Time)

The total amount of time agents worked on messages for the tracking number during the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).

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

Total # of messages (Total Msg Handle)

The total number of messages that were worked on for the tracking number during the specified time window.

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

Average message handle time (AHT)

Average Handle Time. The average time it took to handle each message during the specified time window.

Derived from records that are selected based on 'Total handle time' /' Total number of messages'. Specified in hours:minutes:seconds (HH:MM:SS).