This section contains:
Subject |
Statistics on the Cisco E-Mail Manager skill group queue message volume, response time, agent actions and work 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 (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. Specified in hours:minutes:seconds (HH:MM:SS).