Conor,
Normally we would look at longest interaction waiting as a gauge of how far behind the email queues have become. Remember that most customers will extend out the SLA for emails to hours if not days.
Thanks,
------------------------------
Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
------------------------------
Original Message:
Sent: 10-03-2019 13:12
From: Conor Twomey
Subject: email integration in Pureconnect
What metrics do you use to report on emails and what do they include on Marquees/queue boards?
#Reporting/Analytics
------------------------------
Conor Twomey
Arbella Service Company, Inc. and its Affiliates
------------------------------