Hi everyone.

We have some questions related to metrics for only email queues.

Is it possible to know for an email queue (during the day):

• Total number of emails answered;
• Number of emails that are being answered;
• Number of emails that are waiting to be answered;
• SLA for emails;
• Average handle time.

In addition, are there other mail metrics for queues?

Thank you in advance.

Best regards,

Ana Laia

Hi Ana,

The Queues Activity (https://help.mypurecloud.com/articles/queues-activity-views/) and Queues Performance (https://help.mypurecloud.com/articles/queues-performance-views/) should get you most of that info:

• Total # of emails answered: Queues Performance shows this. The queue in the screenshot has answered 2 emails. Note: "Answered" = emails that agents picked up, not emails that they sent a reply to. Emails that agents are still working on are included in the answered count. I'm still thinking about how you could get that.
• Total # of emails being answered: Look at Queues Activity > queue name > Interactions. (The Queues Activity summary also shows this). This queue is currently answering one email):
• # of emails that are waiting to be answered: Same as above.
• SLA for emails: In the Queues Performance summary, click the email filter to see metrics for only emails (or don't, if that's all the queue receives--the filter shouldn't matter in that case. The Queues Activity detail view also shows SLA broken down by interaction type.
• Average handle time: same as above

As far as other metrics, all of the metrics for other interaction types apply for emails, except where they wouldn't make sense (I don't think emails can be abandoned, because the customer can't "hang up" an email.)

For email SLAs, did you have in mind being able to specify email SLAs based on open/closed hours?

?@Lucie DeCristofaro?  Are there any plans to be able to specify the SLA based on opening hours, i.e. stop the SLA timer out of hours? This is a real issue for us as we don't open at weekends. As a result any emails that are left in queue over the weekend breach our SLA come Monday.

Hi everyone!

@Caitlan Spronk?  thank you for your answer. I think now it’s clear for me. In addition, can you tell me if it’s possible to extract these metrics through Analytics API? On our contact center we would like to present these metrics on a wallboard (on a customized front-end) in real-time.

@Lucie DeCristofaro?  from what I know for now, we only need to have these metrics in real-time time. Thus, we don’t need to specify email SLAs based on open/closed hours, but thank you for asking :).

Best regards,

Ana Laia

@Ana Laia? Great! Yes, you should be able to get these metrics from the API. You can head over to the Developer Forum if you have more specific questions: https://developer.mypurecloud.com/forum/

Here are some overview docs:

-https://developer.mypurecloud.com/api/rest/v2/analytics/index.html

-https://developer.mypurecloud.com/api/rest/v2/notifications/notification_service.html (I think you'd need this for real-time info, but the developer forum will know for sure.)