Email Queues

This report displays the total number of incoming emails to ACD queues, allowing you to check on historical queue performance. It also indicates how emails were handled by agents (for example, replied to, ignored, and followed up). The report does not include email actions that were performed as part of a follow up action. You can filter the dashboard report to show statistics for particular queues.

Note: not all columns are shown (see below for full details).

Basic Information

Category	Queue
Custom or data export	Custom
Channels
Historical Data Source	CONTACT Data Records
Supported formats
Key to table

Dimensions and Metrics

The report is broken down by the Queue, Date, and Hour dimensions. The following metrics are displayed for each queue, or for the hour of the day on a selected date for a selected queue.

Metric	Description
Queued Emails	The number of incoming emails that entered a queue. This includes re-queued and transferred emails.
Email Replies	The number of incoming emails that were replied to by an agent.
% Email Replies	The number of incoming emails that were replied to by an agent as a percentage of emails that entered a queue.
Emails Replied To (<48 hours)	The number of incoming emails that were replied to by an agent within 48 hours of being received by storm.
% Emails Replied To (<48 hrs)	The number of incoming emails that were replied to by an agent within 48 hours of being received by storm as a percentage of emails that entered a queue.
Emails Requeued	The number of re-queueing instances of emails.
% Emails Requeued	The number of re-queueing instances of emails as a percentage of emails that entered a queue.
Emails Requeued After Timeout	The number of incoming emails that were re-queued on reaching a timeout.
% Emails Requeued After Timeout	The number of incoming emails that were re-queued on reaching a timeout as a percentage of emails that entered a queue.
Emails Forwarded	The number of incoming emails that were forwarded by an agent to an email destination.
% Emails Forwarded	The number of incoming emails that were forwarded by an agent to an email destination as a percentage of emails that entered a queue.
Emails Transferred to Queue	The number of incoming emails that were transferred by an agent to another queue.
% Emails Transferred to Queue	The number of incoming emails that were transferred by an agent to another queue as a percentage of emails that entered a queue.
Emails Completed	The number incoming emails that were marked as 'Done' by an agent.
% Emails Completed	The number of incoming emails that were marked as 'Done' by an agent as a percentage of emails that entered a queue.
Emails Ignored	The number of incoming emails that were ignored as the result of an agent pressing the Ignore button in storm DTA.
% Emails Ignored	The number of incoming emails that were ignored by an agent as a percentage of emails that entered a queue.
Emails Deleted	The number of incoming emails that were deleted by an agent.
% Emails Deleted	The number of incoming emails that were deleted by an agent as a percentage of emails that entered a queue.
Emails Marked for Follow Up	The number of incoming emails that were marked for follow-up by an agent.
% Emails Marked for Follow Up	The number of incoming emails that were marked for follow up by an agent as a percentage of emails that entered a queue.
Emails Followed Up	The number of incoming emails that were followed up by an agent (after previously being marked as requiring follow-up). This does not include emails that was originally received outside the reporting date and time range.
% Emails Followed Up	The number of incoming emails that were followed up by an agent as a percentage of emails that entered a queue.
Avg Email Handling Duration	The average time taken by an agent to handle an email. In MM:SS
Shortest Email Handling Duration	The shortest time taken by an agent to handle an email. In MM:SS
Longest Email Handling Duration	The longest time taken by an agent to handle an email. In MM:SS
Total Email Handling Duration	The total time taken by agents to handle emails. In HH:MM:SS

Report Filters

Filter	Setting	Configurable on dashboard?
Communication Type	Includes messages only.	No.
Message Type	Includes email messages only.	No
Queue	Includes emails to all queues.	Yes. Use the filter to include or exclude individual queues.

For instructions on applying filters to a dashboard report, see Filter a Historical Report'.