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Email Service Report

This report provides key performance indicators for services of email media type.


Metric Name Description
Received Total number of inbound emails that requested this service in the given reporting interval (includes both new emails and emails related to existing threads). Interactions received via transfer or service change are excluded.
Received New Number of new inbound emails that requested this service in the given reporting interval (emails related to existing email threads are excluded). Interactions received via transfer or service change are excluded.
Received by transfer Number of inbound emails that requested this service via transfer. Interactions received via service change are excluded.
Received by service change Number of inbound emails that were received via re-categorization by agents (i.e., the agent changed an originally assigned email service to this service and continued processing the interaction).
Carried Over Total number of emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval (includes both new emails and emails related to existing threads).
Carried Over New Number of new emails that arrived at this service at any time before the given reporting interval and remained unprocessed at the beginning of the interval (emails related to existing email threads are excluded).
Processed - Total Number of inbound emails that were completed by any method within the given reporting interval. The sum of Replied, Closed, Transferred, and Service Changed.
Processed - Replied Number of inbound emails that were replied to within the given reporting interval (includes emails that were forwarded). Note that only the first reply is counted. Possible follow-up email messages related to previously replied emails are considered outbound emails and counted by the OUT Sent metric
Processed – Closed Number of inbound emails that were closed without reply by agents within the given reporting interval.
Processed – Transferred Number of inbound emails that were transferred to other services within the given reporting interval.
Processed – Service Changed Number of inbound emails that were re-categorized by agents (i.e., the agent changed this service to another email service and continued processing the interaction).
Remaining Number of inbound emails that were not completed at the end of reporting interval.
Avg Reply Time Average reply time for inbound emails. The time is measured from the moment the email is placed in the service queue to the moment when the first meaningful reply is sent.
Replied in SL % Percent of emails for which the first meaningful reply was sent within the pre-defined service level threshold relative to all replied emails. Note that when compared with the service level threshold, the reply time excludes the time that is outside of the hours of operation specified for the given service.
Outbound Sent Total number of outbound emails that were sent within the given reporting interval. Includes both new outbound emails and possible follow-up email messages related to existing threads.


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