Email CSQ Activity Report

The Email CSQ Activity Report presents email activity statistics of agents in a Contact Service Queue (CSQ) for each day.

Note

Due to system errors, few of the emails presented to the agent may not display the contents in it. In such cases, agent has to close the email tab. These contacts are not accounted for the agent, and there will be a mismatch between the Retrieved, Sent, Requeued,and Discarded columns in the report.

Charts

The following charts are available:

Chart Name	Description
Email CSQ Agent Activity by Agent State	Displays the number of email messages that are handled in a category by the agents.
Email CSQ Agent Activity by CSQ	Displays the number of email messages that are handled in a category by the CSQs.
Email CSQ Agent Activity by Date	Displays the number of email messages that are handled in a category for a day.

Fields

Visible Fields in Email CSQ Activity Report
Field	Description
CSQ Name	Name of the CSQ through which the email messages are routed.
Date	Date of each day in the interval.
Agent Name	Name of the agent to whom the email messages are routed.
Retrieved	Number of email messages that are routed through the CSQ to the agent and then retrieved by the agent. The retrieved date time determines whether the email message falls within the interval. Summary info—Sum of the records in this column.
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.
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.
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	Average on-desk time = On-desk time / Number of emails sent, requeued and discarded. On-desk time = Time the agent processed the email – Time the agent received the email. (This includes the emails sent, requeued and discarded by the agent.)

Filter criteria

You can filter using the following parameters:

Filter Parameter	Result
Time Offset	Displays the list of time zones. Select the one matching your timezone. If multiple values are selected, the first one takes effect.
CSQ Names	Displays information for the specified CSQs.

Filter Parameter

Result

Time Offset

Displays the list of time zones.

Select the one matching your timezone. If multiple values are selected, the first one takes effect.

CSQ Names

Displays information for the specified CSQs.

Grouping criteria

Data is grouped by the following fields:

Field	Result
CSQ Name	Sorts data by CSQ name.
Date	Sorts data by the dates within the CSQ.