This section contains:
Subject |
Contains statistics on service standard, response time, work time and active 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 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.
Derived from records that are selected based on the message work time recording time. Specified in hours:minutes:seconds (HH:MM:SS).
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).
Note: The following fields have been included in addition to those already available in the System Performance By Track Number template.
Average Manual Response Time [Avg Manual Resp Time]
The average time taken to respond to a message (Based on the message send time) for the tracking number, during the time window. Specified in hours:minutes:seconds (HH:MM:SS).
For example, if CEM receives an E-Mail at 1600 hours and the Agent replies to the E-Mail at 1603 hours, then the response time for that E-Mail is 3 minutes (00:04:00).
Percent within Service Standard [% Within Service Std]
The ratio of the number of responses sent during the time window by an Agent (Based on the message send time), where the message has never been overdue and the total number of responses sent (including overdue messages) for this tracking number within the time window.
For example, if CEM receives 10 mails, and 5 replies were sent before they were overdue, and 3 replies were sent after they were overdue, then the percentage of response will be 5/8 i.e.62.5% .
# Still Active without Reply [# Still Active Without Reply]
The number of messages still active for the tracking number, arrived before the end time of the specified time window.
Average Wait Time for Active [Avg Wait Time for Active]
The average wait time for all active messages for the tracking number, arrived before the end time of the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).
Max Wait Time for Active [Max Wait Time for Active]
The oldest active message wait time for the tracking number arrived before the end time of the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).