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Email Detail Report

This report provides detailed records of emails in chronological order. A combination of filters From, To, and Connected To allows you to request this report for emails that originated from a specific email address, were sent to a specific email address, and were a handled by a specific agent.

Metric Name	Description
Date	For inbound emails, the date when the interaction entered the system. For outbound emails, the date when the outbound email was sent.
Time	For inbound emails, the time when the interaction entered the system. For outbound emails, the time when the outbound email was sent.
Type	Email type. Can be one of the following: Inbound Outbound
From	Email address in the From field.
Original Destination	Email address used as the destination address by the original sender.
Connected to	For inbound emails, name of the party that received the email.
Service/Campaign	Name of the service associated with this email. If the interaction was re-categorized or transferred to a different service, each such event will produce a new record with the new service name.
Transferred from	In case this email originated by way of transfer, the agent that this email was transferred from.
Agent disposition	Disposition assigned to this interaction by the agent.
Action	Provides information about how the interaction ended. Can be one of the following: Replied: inbound email was replied to Closed: inbound email was closed without reply Service Changed: email was re-categorized (service associated with the email was changed and the same agent continued processing it; subsequent email processing will be shown as a separate record) Sent: outbound email was sent Discarded: outbound email was discarded without being sent
Queue time	The amount of time that an inbound email spent in the service queue.
In Focus	Total in-focus time (the time the interaction was selected in the active communications lists of the agents who processed it.)
Out of Focus	Total out-of-focus time (the time the interaction spent at the agents’ desktops excluding the Talk time.)
Handle time	For inbound emails, time between the moment the email entered the system and the moment when the first meaningful response was sent (or the email was closed or transferred externally). For outbound emails, time between the moment the email was initiated by the agent and the moment the email was sent. Note that transferred and re-categorized emails produce multiple records in this report, where the first record shows Handle time as empty string and the last record shows the total interaction duration. Note also that duration always shows calendar time (total time between the specified moments) regardless of hours of operation of the associated service. E.g., if an email was received at 4 pm and replied the next day at 10 am, the duration will show 18 hours, even if the call center was closed during the night time.
Wrap-up time	The amount of time the agents spent doing after-call work related to this email.
Case ID	Identifier of the case that this interaction is related to.
Thread ID	Identifier of the email thread.
Subject	Content of the email subject.
In SL	Indicates whether this email was replied within the service level threshold configured for the associated service. Possible values: Yes, No, and empty string. Empty string is used if no service level is configured for the given service and when the result of email processing was anything other than reply. Note that service level calculation excludes the hours outside of the HOP configured for the associated email service.

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