The following charts are available:
| Field |
Description |
|---|---|
| Agent Name | Name of the agent to whom the email messages are routed. |
| Login Date | Date the agent logged in. |
| Agent Id | Login user ID of the agent. |
| Duration—Logged-In | Total time the agent logged in. Summary info—Sum of the records in this column. |
| Duration—Not Ready | Total time the agent spent in the E-Mail Not Ready state. Summary info—Sum of the records in this column |
| Duration—Ready | Total time the agent spent in the E-Mail Ready state. Summary info—Sum of the records in this column. |
| Number of Emails—Presented | Number of email messages that are presented to the agent. Summary info—Sum of the records in this column. |
| Number of Emails—Requeued | Number of email messages that the agent requeued. The requeue date and time determines whether the email message falls within the interval. Summary info—Sum of the records in this column. |
| Number of Emails—Sent | Number of email messages that the agent replied or forwarded. The sent date and time determines whether the email message falls within the interval. Summary info—Sum of the records in this column. |
| Number of Emails—Discarded | Number of email messages that the agent discarded. The discarded date and time determines whether the email message falls within the interval. Summary info—Sum of the records in this column. |
| Avg On Desk | Total time spent on handling email contacts/Number of emails replied or forwarded, requeued and discarded. |