The Email CSQ Summary Report presents the email activity summary of agents in a Contact Service Queue (CSQ).
|
Field |
Description |
|---|---|
|
CSQ Name |
Name of the Email CSQ. |
| Emails in Queue | Number of email messages in queue. This
includes email messages that are requeued by the agent and system. Note: System requeues email messages that are in agents desktop when agents sign off or loose connectivity. |
| Emails in Process | Number of email messages that are assigned to agents. |
| Emails Discarded | Number of email messages that have been discarded, both by agents and due to service disruptions. |
|
Agents-Logged-In |
Number of agents in Logged-In state. |
|
Agents-Not Ready |
Number of agents in Not Ready state. |
|
Agents-Ready |
Number of agents in Ready state. |
|
Agents-Partial Busy |
Number of agents in Partial Busy state. Agents are set
to Partial Busy state as soon as an email is assigned to
them. They will continue to be in this state until they
clear all the emails assigned to them or the state changes
to Busy. |
| Agents-Busy |
Number of agents in Busy state. Agents are set to Busy state when the number of emails reach the maximum limit set. Agents state is changed to Partial Busy as soon as the number of assigned email messages is one less than the maximum limit set. |