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I have a question I hope someone can help with, related to reporting of emails received.
We are on 2019 R2 and all of our reporting is directly on the Reporting database, we do not uses reports in IC Business Manager, only SQL queries directly on the database (technically, ,via log shipping, to a mirror of the production database, updated every 30 minutes).
The primary source of information on any call is the table dbo.interactionSummary. When a telephone call is received, on completion, this is written to the table. Therefore a simple query can tell us calls received on-the-day or by various intervals (hourly, 30-minutes, etc.). The key part of the previous statement is "on completion"; with telephone calls, this is not a major problem, we are reporting usually on what happened the previous days, and as telephone calls are generally short-lived, this is an accurate measure. With emails though the situation is different, the email may be received and after routing, be sitting in a queue for hours or days. Problem is, the interaction is not written to the InteractionSummary table.
With calls, the reporting is easy; Number of calls that go to Queue, Number of calls that are answered and the difference is Abandoned. But with emails, how do we know how many are received and waiting to be dealt with as the interaction is only written after the email is processed.
Is there a statistics table that records all this? With historical data feeds (usually every 30-minutes) you can get a count of received calls, irrespective of whether they were answered or abandoned, so is the same thing possible with emails?
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