Incoming Messages by Half Hour Report

This report shows distribution of incoming and outgoing e-mail in half-hour increments.

It lists the average number of active messages, number of messages entering and the number of messages leaving a queue in each half hour. It also lists the number of completed messages categorizing them into replied, forwarded, collaborated, no answered and redirected. This report summarizes the number and the percentage of messages that are within service level in each half hour.

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

Note: this report can take a long time to run!

DB View

This report maps to this DB View: HalfHourIncomingMessageView, which summarizes actions taken on incoming messages.

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.

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.

Queue in

Select the department for the queue.

Name

Select the name of the queue.

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
Time Frame	Displays the timeframe in half hour increments.
Messages in Queue	Displays the messages in the queue.
Average Active Messages in Queue	Displays the average number of active messages in a queue in each half hour.
Messages Entering Queue	Displays the number of messages entering a queue in each half hour.
Messages Leaving Queue	Displays the number of messages leaving a queue in each half hour.
Messages Completed	Displays the number of messages completed in each half hour.
Completed Breakout	Displays the number of completed messages, separated by category: Total Replied Forward Collaborate No answer Redirect
Average Processing Time	Displays the average processing time computed by dividing the amount of time users spent processing messages, such as reading, reply, categorizing, …, by the number of messages responded to, including Redirects and No Answers. Processing time is the amount of time the message is in the read state. The user might be reading, writing a reply or related activity. Multiple users will open the same message and each time their processing time is added to the cumulative time for the message. Only one user will complete the message, but others can add to its processing time. Average response time is computed by dividing the response time (amount of time from when a message enters the system until it is completed) by the number of responses.
Processing Minutes	Processing time calculated in minutes. The amount of time it took a user to complete the message is divided by the number of messages responded to (less redirects and No Answers).
Response Hours	The number of hours during which responses were processed.
Within Service Level	Displays the percentage of messages that were completed within the amount of time set as a service level goal.

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