There is no report you can run directly, but you can pull information from the Analytics API regarding the email Conversations and the Messages within them, and can designate the queue you are interested in as part of the Segment predicate...
https://developer.mypurecloud.com/developer-tools/#/analytics-query-builderFor example:
{
"interval": "2019-10-01T04:00:00.000Z/2019-10-15T04:00:00.000Z",
"order": "asc",
"orderBy": "conversationStart",
"paging": {
"pageSize": 25,
"pageNumber": 1
},
"segmentFilters": [
{
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "86141655-2978-4b9e-8897-0677dc07b742"
}
]
}
],
"conversationFilters": [
{
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "conversationId",
"operator": "matches",
"value": "77065fa2-d5ce-403d-98c3-997652743ec2"
}
]
}
]
}
Brings back a lot of data, which you would need to parse/narrow down:
{
"conversations": [
{
"conversationId": "77065fa2-d5ce-403d-98c3-997652743ec2",
"conversationStart": "2019-10-14T17:34:27.125Z",
"conversationEnd": "2019-10-14T17:50:39.785Z",
"originatingDirection": "inbound",
"participants": [
{
"participantId": "ef603087-14cd-4c90-9ac0-9ee3d49bf59a",
"purpose": "customer",
"externalContactId": "9cbb7509-1112-41c2-b071-853b1c8390cf",
"sessions": [
{
"mediaType": "email",
"sessionId": "63535cfa-b56c-49e8-964a-73fc47d22e81",
"addressOther": "customerservice@mypuretraining.mypurecloud.com",
"addressSelf": "gganahl@gmail.com",
"addressFrom": "gganahl@gmail.com",
"addressTo": "customerservice@mypuretraining.mypurecloud.com",
"direction": "inbound",
"peerId": "1f60bcbd-c68b-4764-981b-24dd842ca3b2",
"segments": [
{
"segmentStart": "2019-10-14T17:34:27.125Z",
"segmentEnd": "2019-10-14T17:50:29.675Z",
"queueId": "86141655-2978-4b9e-8897-0677dc07b742",
"disconnectType": "system",
"segmentType": "interact",
"conference": false,
"subject": "Help with account"
}
],
"metrics": [
{
"name": "nConnected",
"value": 1,
"emitDate": "2019-10-14T17:34:27.125Z"
}
],
"provider": "PureCloud Email"
}
]
},
{
"participantId": "306dfcaf-6c3d-4429-a04d-fe1c6caba330",
"purpose": "workflow",
"sessions": [
{
"mediaType": "email",
"sessionId": "1f60bcbd-c68b-4764-981b-24dd842ca3b2",
"addressOther": "gganahl@gmail.com",
"addressSelf": "customerservice@mypuretraining.mypurecloud.com",
"addressFrom": "gganahl@gmail.com",
"addressTo": "customerservice@mypuretraining.mypurecloud.com",
"direction": "inbound",
"peerId": "63535cfa-b56c-49e8-964a-73fc47d22e81",
"segments": [
{
"segmentStart": "2019-10-14T17:34:27.139Z",
"segmentEnd": "2019-10-14T17:40:11.892Z",
"disconnectType": "transfer",
"segmentType": "interact",
"conference": false,
"subject": "Help with account"
}
],
"provider": "PureCloud Email"
}
]
},
{
"participantId": "dd4784c7-1f21-4fc0-a650-435d0923420c",
"participantName": "Customer Service",
"purpose": "acd",
"sessions": [
{
"mediaType": "email",
"sessionId": "b2fe127e-a4d4-4c22-bb49-15a5de090bfa",
"addressOther": "gganahl@gmail.com",
"addressSelf": "customerservice@mypuretraining.mypurecloud.com",
"addressFrom": "gganahl@gmail.com",
"addressTo": "customerservice@mypuretraining.mypurecloud.com",
"direction": "inbound",
"peerId": "63535cfa-b56c-49e8-964a-73fc47d22e81",
"segments": [
{
"segmentStart": "2019-10-14T17:40:11.935Z",
"segmentEnd": "2019-10-14T17:50:18.711Z",
"queueId": "86141655-2978-4b9e-8897-0677dc07b742",
"disconnectType": "transfer",
"segmentType": "interact",
"conference": false,
"subject": "Help with account"
}
],
"metrics": [
{
"name": "nOffered",
"value": 1,
"emitDate": "2019-10-14T17:40:11.935Z"
},
{
"name": "tAcd",
"value": 606776,
"emitDate": "2019-10-14T17:50:18.711Z"
}
],
"provider": "PureCloud Email"
}
]
},
{
"participantId": "2f38cdb7-009e-47e2-9d46-0b79652a8eef",
"participantName": "Graham Alexander",
"userId": "731023c0-16df-48e6-acf7-11659b75c5f1",
"purpose": "agent",
"sessions": [
{
"mediaType": "email",
"sessionId": "de2c83e6-bea6-482d-8904-a3b4b3d220db",
"addressOther": "gganahl@gmail.com",
"addressSelf": "customerservice@mypuretraining.mypurecloud.com",
"addressFrom": "gganahl@gmail.com",
"addressTo": "customerservice@mypuretraining.mypurecloud.com",
"direction": "inbound",
"peerId": "63535cfa-b56c-49e8-964a-73fc47d22e81",
"segments": [
{
"segmentStart": "2019-10-14T17:50:15.860Z",
"segmentEnd": "2019-10-14T17:50:18.713Z",
"queueId": "86141655-2978-4b9e-8897-0677dc07b742",
"segmentType": "alert",
"conference": false,
"subject": "Help with account"
},
{
"segmentStart": "2019-10-14T17:50:18.713Z",
"segmentEnd": "2019-10-14T17:50:29.159Z",
"queueId": "86141655-2978-4b9e-8897-0677dc07b742",
"segmentType": "interact",
"conference": false,
"subject": "Help with account"
},
{
"segmentStart": "2019-10-14T17:50:29.159Z",
"segmentEnd": "2019-10-14T17:50:29.676Z",
"queueId": "86141655-2978-4b9e-8897-0677dc07b742",
"disconnectType": "system",
"segmentType": "transmitting",
"conference": false,
"subject": "Re: Help with account"
},
{
"segmentStart": "2019-10-14T17:50:29.785Z",
"segmentEnd": "2019-10-14T17:50:39.785Z",
"queueId": "86141655-2978-4b9e-8897-0677dc07b742",
"wrapUpCode": "85c87f26-9a40-4725-8bae-414f60e24b47",
"disconnectType": "system",
"segmentType": "wrapup",
"conference": false,
"subject": "Re: Help with account"
}
],
"metrics": [
{
"name": "tAlert",
"value": 2853,
"emitDate": "2019-10-14T17:50:18.713Z"
},
{
"name": "tAnswered",
"value": 606776,
"emitDate": "2019-10-14T17:50:18.713Z"
},
{
"name": "tAgentResponseTime",
"value": 962034,
"emitDate": "2019-10-14T17:50:29.159Z"
},
{
"name": "tTalk",
"value": 10446,
"emitDate": "2019-10-14T17:50:29.159Z"
},
{
"name": "tTalkComplete",
"value": 10446,
"emitDate": "2019-10-14T17:50:29.159Z"
},
{
"name": "tAcw",
"value": 10000,
"emitDate": "2019-10-14T17:50:39.785Z"
},
{
"name": "tHandle",
"value": 20446,
"emitDate": "2019-10-14T17:50:39.785Z"
}
],
"provider": "PureCloud Email"
}
]
}
],
"divisionIds": [
"459f453f-2928-4f5e-b70c-79145f146da6"
]
}
]
}------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------
Original Message:
Sent: 10-14-2019 13:58
From: George Ganahl
Subject: Email Permissions & Reporting
Ignore that previous response...you asked about emails sent.
------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
Original Message:
Sent: 10-11-2019 11:27
From: Emily Kammerer
Subject: Email Permissions & Reporting
I need to set up users that need permission to view email interactions only. They do not need to view voice or any other type of interactions and I would strongly prefer they not have it. Are there permissions I can use to specify the type of interactions available in the interactions view?
Also, I'd like to report on the number of emails that are sent (be they responses or sent on behalf of queue) at the queue level. Interested in any suggestions or best practices to achieve this.
Thanks
#SystemAdministration
------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------