System Performance By Category

This section contains:

Overview

Subject

Statistics on service standard, response time, work time and active time by message category

Note: Because messages can have multiple categories, column totals will exceed total message volumes. Also, because messages can be in multiple categories, column totals can exceed total message volumes, and percentages can exceed 100%.

Purpose

Use this report to view performance data for specific message categories.  

Default sort order

By category

Database tables

CEM_Category
CEM_Message_Category
CEM_Message_Status

Report Data

CEM Category (Category)

The name of the selected category.

Categories assigned by any method (Msg Received)

The number of messages received during the specified time window that are currently assigned to the category by any method.

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

Percentage of total categories (Percent Total)

The percent of messages received during the specified time window that are assigned to the category compared to the total number of messages received during the time window.

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