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  • 1.  Can someone please explain what the "Connection" metric is

    Posted 09-21-2025 18:11
    No replies, thread closed.

    Hi
    Trying to understand the reporting for Emails, and i don't quite understand the definition for "Connection".  Is "connection" new emails recieved/routed to the queue and offered is what has been presented to a user?  Our goal is to understand how many is being recieved in the queue each day, not what is being offered to the staff.
    Thanks


    #Metrics

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    Muhammad Dean
    Account Executive
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  • 2.  RE: Can someone please explain what the "Connection" metric is
    Best Answer

    Posted 09-22-2025 10:22
    No replies, thread closed.

    Hi Muhammad,

    Connection in Queue Performance is the count of interactions that connected to that queue first. So if an interaction came in and connected straight to Queue A, it would show as a connection for that queue.  If it came in and hit a workflow that then directed it to that queue, the connection would be in the workflow not the queue.   



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Can someone please explain what the "Connection" metric is

    Posted 09-22-2025 18:23
    No replies, thread closed.

    Hi Sam
    Thanks for your reply, that make sense. So to work out how many emails were routed to a queue from a flow, we need to use the flow destination report as thats how emails are directed to the queue, not the connection metric in email performance view?

    I would like to be able to report on 2 metrics for a given queue:

    • the emails being received in a queue from an inbound email  flow
    • how many are being transferred into the queue from staff.

    These are the 2 ways emails arrive in queue for us, What report/view would be best to find these two measures?


    Thanks



    ------------------------------
    Muhammad Dean
    Account Executive
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    Original Message


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