1.Description

Page for displaying email statistics.

Consists of:

Fig. 1. Dashboard “Email. Information”

1.1. Dropdown with multiple selection "Queue"

Intended for selecting queues for which information needs to be viewed.

The block "Subscribers in Queue" displays the following columns:

Queue - queue name;
In Progress - number of active emails in progress;
Awaiting - number of emails awaiting processing in the queue;
Total - total number of emails added to the queue;
% Processed - percentage of processed emails calculated by the formula "Total" - "Awaiting" / "Total";
Total Processed - total number of emails processed during the selected period;
Total Missed - number of email processing attempts that operators did not accept for processing during the selected period;
Avg. Processing Time - average processing time of an email (from the moment it is started by the operator to completion);
Avg. Response Time - average response time to an email (from the moment it is started by the operator to the response being sent).

The "In processing" block displays information about emails currently being processed.

It consists of the following columns:

Date of receiving the email - time and date when the email was received.
Processing start - date and time when the operator started processing the email.
Subscriber - email of the subscriber who sent the email.
Operator - name of the operator who took the email for processing.

The "History" block is intended for displaying the email message history.

It consists of the following columns:

Start of processing – date and time when the operator started processing the email.
Completion – date and time when the operator completed processing the email.
Subscriber – email of the subscriber who sent the email.
Operator – name of the operator who processed the email.
Result – "Processed" (the employee accepted the task for processing) or "Missed" (the employee rejected the task for processing).
Response – text response from the operator to the email.