This section contains:
Subject |
Statistics on Team message volume, response time, agent actions, and work time. |
Purpose |
Use this report to view performance data for specific teams. |
Default sort order |
By team name |
Database tables |
CEM_Message_Status |
CEM Team Name (Team Name)
The name of the CEM team selected for the report.
Messages claimed (Msg Assigned)
The number of messages that were claimed by the team, were automatically assigned to the team by the tracking number, or were directly assigned to the team 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 team (incoming)(Msg Reassigned To)
The number of messages that were reassigned to the team or were escalated to the team during the specified time window. This includes ICM routed messages.
Derived from records that are selected based on the message assignment time.
Messages “sent and archived” (Msg Sent/Archived)
The number of messages that the team 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 the team 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 team (outgoing) (Msg Reassigned From)
The number of messages that were reassigned or escalated out of the team's queue during the specified time window.
Derived from records that are selected based on the reassignment time.
Percent of messages responded to within service standard (% Responded To)
The number of responses that were sent during the specified time window for messages having the team at the time of the response.
Derived from records that are selected based on the percentage of message send time (where the message has not been overdue).
Messages archived without reply (Msg Archived Without Reply)
The number of messages from the team that were archived during the specified time window that have not been responded to.
Derived from records that are selected based on the message archive time.
Messages in queue (Msg In Queue)
The number of messages still active from the team 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 message from the team 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.