848 ECE Dept. Daily Activity Handled by User_Q
Definition
Volumes und duration of handled activities on a historical basis per department, day, user and queue
note
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
This report shows activity key data for handled activities (Chat or Email) based on historical data per department, day, user and queue. It also contains information about the handle time of chats and emails.
Main data source: EGPL_EVENT_HISTORY_CASE_MGMT
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| DepartmentID | ID of the department | |
| Department | Name of the department | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| UserID | ID of the user, to whom this activity was sent to lastly | |
| UserName | Name of the user to whom this activity was sent to lastly | |
| AgentID | ID of the CCE agent to whom this activity was sent to lastly | |
| AgentName | Name of the CCE agent to whom this activity was sent to lastly | |
| QueueID | ID of the queue, which the activity is connected with | |
| QueueName | Name of the queue, which the activity is connected with | |
| ChatHandled | Number of handled chat session | |
| ChatRingTime | Waiting time of the accepted chat sessions in the agent inbox in seconds (routed to the agent but not accepted yet) | |
| AvgChatRingTime | Average waiting time of the accepted chat sessions in the agent inbox in seconds (routed to the agent but not accepted yet) | ChatRingTime / ChatHandled |
| ChatHandleTime | Active total handling time of the chat sessions in seconds, from accepting to finishing wrap-up (not including interruption time by other tasks) | |
| AvgChatHandleTime | Average active total handling time of the chat sessions in seconds, from accepting to finishing wrap-up (not including interruption time by other tasks) | ChatHandleTime / ChatHandled |
| EmailHandledIn | Number of handled incoming emails | |
| EmailHandleTimeIn | Active total handling time of incoming emails in seconds, from accepting to finishing the handling (not including interruption time by other tasks) | |
| AvgEmailHandleTimeIn | Average active total handling time of incoming emails in seconds, from accepting to finishing the handling (not including interruption time by other tasks) | EmailHandleTimeIn / EmailHandledIn |
| EmailHandledOut | Number of handled outgoing emails | |
| EmailHandleTimeOut | Active total handling time of outgoing emails in seconds, from composing the message to sending it (not including interruption time by other tasks) | |
| AvgEmailHandleTimeOut | Average active total handling time of outgoing emails in seconds, from composing the message to sending it (not including interruption time by other tasks) | EmailHandleTimeOut / EmailHandledIn |