PEC-REP/Current/RPRT/HRCXIAgntUtlztnEml - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:28:19Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Tony.gilchrist@genesys.com: Published

2021-04-01T13:42:29Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:56Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:35Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T16:43:55Z

Published

Bgrenon: Published

2020-06-08T15:20:10Z

Published

Bgrenon: Published

2020-06-08T14:48:31Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Agent Utilization Email Report
|TocName=Agent Utilization Email Report
|Context=Perform in-depth analysis of agent active time related to handling email interactions.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator, Supervisor
|Application=Reporting, Reporting GCXI
|Section={{Section
|sectionHeading=Understanding the Agent Utilization Email Report
|anchor=HRCXIAgntUtlztnEmlReport
|alignment=Horizontal
|Media=Image
|image=HRCXIAgntUtlztnEmail.png
|structuredtext=The ('''Email''' folder >) Agent Utilization Email Report provides details about agent activity when handling email, including, for each agent, the average time to handle an interaction, the number of offered email interactions, the number rejected, and the number and percentage of accepted and transferred interactions.

Use this report to understand each agent's efficiency in handling interactions, and to compare various related metrics for different agents.

To get a better idea of what this report looks like, view sample output from the report:<br />
{{Repository|SampleAgentUtilizationEmailReport.pdf||HRCXIAgentUtilizationEmailReport .pdf}}
|structuredtextwide=The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:
|Status=No
}}{{Section
|sectionHeading=Prompts for the Agent Utilization Email Report
|anchor=Prompts
|alignment=Vertical
|structuredtext={{{!}}
!'''Prompt'''
!'''Description'''
{{!}}-
{{!}}Pre-set Date Filter
{{!}}Choose from the convenient list of predefined rolling time ranges, spanning one day or more, over which to run the report.
{{!}}-
{{!}}Start Date
{{!}}Choose the first day from which to gather report data.
{{!}}-
{{!}}End Date
{{!}}Choose the last day from which to gather report data.
{{!}}-
{{!}}Agent Group
{{!}}Optionally, select one or more groups from which to gather data for the report.
{{!}}-
{{!}}Agent
{{!}}Optionally, select one or more agents from which to gather data for the report.
{{!}}-
{{!}}Interaction Type
{{!}}Optionally, select the type of interaction to include in the report — for example, Inbound, Internal, or Outbound.
{{!}}-
{{!}}Tenant
{{!}}For multi-tenant environments, optionally select the tenant(s) for which to include data in the report.
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Attributes used in the Agent Utilization Email Report
|anchor=Attributes
|alignment=Vertical
|structuredtext={{{!}}
!'''Attribute'''
!'''Description'''
{{!}}-
{{!}}Tenant
{{!}}This attribute enables data within the reporting interval to be organized by tenant.
{{!}}-
{{!}}Agent Name
{{!}}This attribute enables data to be organized by certain attributes of the agent who is associated with the interaction.
{{!}}-
{{!}}Interaction Type
{{!}}This attribute enables data to be organized by the interaction type—for example, Inbound, Internal, or Outbound.
{{!}}-
{{!}}Day
{{!}}This attribute enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Metrics used in the Agent Utilization Email Report
|anchor=Metrics
|alignment=Vertical
|structuredtext={{{!}}
!'''Metric'''
!'''Description'''
{{!}}-
{{!}}Avg Handle Time (Fmt)
{{!}}The average amount of time (HH:MM:SS) that this agent spent handling interactions that the agent received.
This metric is computed as handle time divided by the sum of accepted interactions and received consultations.
{{!}}-
{{!}}Offered
{{!}}The total number of email interactions that were received or initiated by an agent.
The count includes interactions that were abandoned while inviting, handling attempts that the agent rejected, and warm consultations and conferences that the agent received. This count excludes simple consultations, whether they were initiated or received. For AG2_AGENT_QUEUE records, this metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-IDIXN] section.
{{!}}-
{{!}}Accepted
{{!}}The total number of email interactions or warm consultations that were accepted, answered, pulled, or initiated by the agent.
{{!}}-
{{!}}% Accepted
{{!}}Of the email interactions offered to agents, the percentage that were accepted.
{{!}}-
{{!}}Rejected
{{!}}The total number of email interactions that alerted at the agent and were not accepted.
{{!}}-
{{!}}Transfer Initiated Agent
{{!}}The total number of email interactions that agents transferred.
Both warm and blind transfers are reflected in this metric.
{{!}}-
{{!}}% Transfer Initiated Agent
{{!}}The percentage of email interactions that agents transferred.
Both warm and blind transfers are reflected in this metric.
{{!}}-
{{!}}}
|Status=No
}}
}}

@@ Line 15: / Line 15: @@
 |structuredtext=The ('''Email''' folder >) Agent Utilization Email Report provides details about agent activity when handling email, including, for each agent, the average time to handle an interaction, the number of offered email interactions, the number rejected, and the number and percentage of accepted and transferred interactions.
-Note that Genesys Engage cloud offers two email solutions: '''Email classic''' and Genesys '''Engage cloud Email'''. This report is applicable for users of '''Email classic.''' To learn more about the difference between the two, see {{Link-Standalone|topic=PEC-Email/HIW|display text=How email works}}. If you are not sure which you have, talk to your administrator.
+Note that Genesys Multicloud CX offers two email solutions: '''Email classic''' and Genesys '''Engage cloud Email'''. This report is applicable for users of '''Email classic.''' To learn more about the difference between the two, see {{Link-Standalone|topic=PEC-Email/HIW|display text=How email works}}. If you are not sure which you have, talk to your administrator.
 |structuredtextwide=Use this report to understand each agent's efficiency in handling interactions, and to compare various related metrics for different agents.

@@ Line 9: / Line 9: @@
 |Application=Reporting, Reporting GCXI
 |Section={{Section
 |anchor=HRCXIAgntUtlztnEmlReport
 |alignment=Horizontal
@@ Line 16: / Line 15: @@
 |structuredtext=The ('''Email''' folder >) Agent Utilization Email Report provides details about agent activity when handling email, including, for each agent, the average time to handle an interaction, the number of offered email interactions, the number rejected, and the number and percentage of accepted and transferred interactions.
-Use this report to understand each agent's efficiency in handling interactions, and to compare various related metrics for different agents.
+Note that Genesys Engage cloud offers two email solutions: '''Email classic''' and Genesys '''Engage cloud Email'''. This report is applicable for users of '''Email classic.''' To learn more about the difference between the two, see {{Link-Standalone|topic=PEC-Email/HIW|display text=How email works}}. If you are not sure which you have, talk to your administrator.
-To get a better idea of what this report looks like, view sample output from the report:<br />
+To get a better idea of what this report looks like, view sample output from the report: {{Repository|SampleAgentUtilizationEmailReport.pdf||HRCXIAgentUtilizationEmailReport .pdf}}
 {{Repository|SampleAgentUtilizationEmailReport.pdf||HRCXIAgentUtilizationEmailReport .pdf}}
-|structuredtextwide=The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:
+The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:
 |Status=No
 }}{{Section
@@ Line 62: / Line 62: @@
 {{!}}-
 {{!}}Tenant
-{{!}}This attribute enables data within the reporting interval to be organized by tenant.<!--For multi-tenant environments, the universe connection that you define points to only one tenant schema in the Info Mart. New connections are required for access to other tenant schemas. For more information, refer to the ''[[Documentation:GI2:Dep:Welcome|Genesys Interactive Insights Deployment Guide]]''.-->
+{{!}}This attribute enables data within the reporting interval to be organized by tenant.<!--For multi-tenant environments, the universe connection that you define points to only one tenant schema in the Info Mart. New connections are required for access to other tenant schemas. For more information, refer to the ''[[Documentation:GI2:Dep:Welcome{{!}}Genesys Interactive Insights Deployment Guide]]''.-->
 {{!}}-
 {{!}}Agent Name

@@ Line 5: / Line 5: @@
 |Context=Perform in-depth analysis of agent active time related to handling email interactions.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator, Supervisor
 |Application=Reporting, Reporting GCXI

PEC-REP/Current/RPRT/HRCXIAgntUtlztnEml - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Tony.gilchrist@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

Bgrenon: Published

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"