Message Response Times Chart

Use this report to view the average response times for a department, mailbox, user, queue or the system in hour increments. You can also view comparisons for queues, users, as well as view hourly, daily, weekly information.

Scroll down to view a description of the results of the report.

DB View

This report maps to this DB View: ObjectVolumeDateView.

Output

Output format

Select the output that you want the report to be delivered in. This can be DHTML, HTML, Applet, PDF, text, Excel, PS (PostScript), RTF and XML.

Language

Select the language in which you want the report to be delivered.

Enter Parameter Values

Content

Channel

Displays the method format that indicates how the message was received by Response.

Report on

Select the option that you want to display results for. You can select Category, Department, Mailbox, Mailbox Group, Queue, Rule, System and User.

Group by

Select the date grouping that you want the report to group by. You can select Hour, Day, Week, and Month.

Find Criteria

All

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Fields

Select this option to search using the available query fields.

Note: the following fields are enabled depending on the option you selected in the "Report on" field.

Parent Category

Select the name of a parent category.

Depth of Categorization

Enter the depth of categorization which is assigned to incoming messages and used in responses. If you have a hierarchy of three levels and want to see data for all your categories, you must enter 3 in this field. If you enter 2, the second level category includes data from child categories, but you will not be able to see which third-level child categories were assigned to messages.

Department

Select the department you want to view response times for.

Mailbox

Select the mailbox you want to view response times for.

Queue in

Select the department for the queue.

Name

Select the name of the queue.

Rule Name

Enter the name of the rule that you want to measure response time for.

User in

Select the department that the user is in.

Name

Select the name of the user.

Date Predefined Range

Select the date range you want to search from the menu. The choices are:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Date Value Range

Enter the date range you want the report to cover.

Beginning Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.
Ending Date – Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Report results

Term	Explanation
"Report on" Name	Displays the name of the "Report on" object reported on.
Time by Group by Name	Displays the messages by hour that were responded to.
Average Response Times	Displays the average response times.

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