This section contains:
Subject |
Contains statistics on service standard, response time, work time and active time by sender address . |
Purpose |
Use this report to view performance data for specific sender addresses. |
Default sort order |
By address, and then msg received |
Database tables |
CEM_Message_Status CEM_Message_Actions CEM_Message_Worktime |
ASender email address (Address)
The email sender address field.
Messages received (Msg Received)
The total number of messages received from this sender address during the specified time window.
Derived from records that are selected based on the message arrival time.
Auto-responses sent (Auto Responses)
The number of auto response messages sent in response to messages received from this sender address 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 agent responses sent in response to messages received from this sender address during the specified time window.
Derived from records that are selected based on the message send action time.
Messages still active (Msg Still Active)
The number of messages still active without reply in response to messages received from this sender address 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 active message (Msg Max Active Time)
The oldest message still active in response to messages received from this sender address 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.
Note: The following fields have been included in addition to those already available in the System Performance By Sender Address template.
Average Manual Response Time [Avg Manual Resp Time]
The average time taken to respond to messages (Based on the message send time) received from the sender address during the time window. Specified in hours:minutes:seconds (HH:MM:SS).
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 in response to messages received from this sender address (including overdue messages) within the time window.
Average Wait Time for Active [Avg Wait Time for Active]
The average wait time for all active messages received from the sender address, arrived before the end time of the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).
Average Work Time per Message [Avg Work Time per Msg]
The average time spent in responding to messages received from the sender address and the last action on a message in the specified time window. Specified in hours:minutes:seconds (HH:MM:SS).
Total Work Time for Sender [Total Work Time for Sender]
The total time spent on any work in response to messages received from the sender address (and recorded) within the time window. Specified in hours:minutes:seconds (HH:MM:SS).