In our business, we have a 48 hour SLA for our emails. 
I am looking to report on the number of outstanding emails that arrived in the queue on a particular day. 
For example, we had 800 emails offered on the 20th and would like to see today (22nd) how many of those emails that arrived on the 20th are still yet to be completed. 

Initially, I thought just to export from the interactions view, all the emails that were not completed from that day however the export seems to treat replies from the customer as the same conversation. For example, an email is received on the 20th, the agent responds on the 21st and then the customer replies on the 22nd. If I were to export today all the unanswered on the 20th, this interaction would be included. 

Is there a filter or a better report to get the correct numbers of emails waiting by when they first arrived in the queue? 
I've tried using the api/v2/analytics/conversations/details/query API but ran into the same issue.

#DigitalChannels
#Reporting/Analytics

------------------------------
Tony Nguyen
Smartgroup
------------------------------

In our business, we have a 48 hour SLA for our emails. 
I am looking to report on the number of outstanding emails that arrived in the queue on a particular day. 
For example, we had 800 emails offered on the 20th and would like to see today (22nd) how many of those emails that arrived on the 20th are still yet to be completed. 

Initially, I thought just to export from the interactions view, all the emails that were not completed from that day however the export seems to treat replies from the customer as the same conversation. For example, an email is received on the 20th, the agent responds on the 21st and then the customer replies on the 22nd. If I were to export today all the unanswered on the 20th, this interaction would be included. 

Is there a filter or a better report to get the correct numbers of emails waiting by when they first arrived in the queue? 
I've tried using the api/v2/analytics/conversations/details/query API but ran into the same issue.

#DigitalChannels
#Reporting/Analytics

------------------------------
Tony Nguyen
Smartgroup
------------------------------

In our business, we have a 48 hour SLA for our emails. 
I am looking to report on the number of outstanding emails that arrived in the queue on a particular day. 
For example, we had 800 emails offered on the 20th and would like to see today (22nd) how many of those emails that arrived on the 20th are still yet to be completed. 

Initially, I thought just to export from the interactions view, all the emails that were not completed from that day however the export seems to treat replies from the customer as the same conversation. For example, an email is received on the 20th, the agent responds on the 21st and then the customer replies on the 22nd. If I were to export today all the unanswered on the 20th, this interaction would be included. 

Is there a filter or a better report to get the correct numbers of emails waiting by when they first arrived in the queue? 
I've tried using the api/v2/analytics/conversations/details/query API but ran into the same issue.

#DigitalChannels
#Reporting/Analytics

------------------------------
Tony Nguyen
Smartgroup
------------------------------

Thank you, Robert and Vaun, for your suggestions. I believe both options could potentially be effective and beneficial for those facing similar issues.

After realizing that the default reporting system would not be sufficient or would require additional data exports, we have decided to make changes to our email queues.

For those who are interested, we have implemented three separate queues, each representing a different day (e.g., Day 1, Day 2, Day 3). Emails will initially enter Day 1 and will move to the next queue every 24 hours, but only on weekdays.

Day 1 will be used to track the total number of emails received, Day 2 will monitor the number of unanswered emails from the previous day, and Day 3 will indicate emails that have exceeded the SLA (Service Level Agreement). This system is still a work in progress, but it appears to be providing the necessary data thus far.

In our business, we have a 48 hour SLA for our emails. 
I am looking to report on the number of outstanding emails that arrived in the queue on a particular day. 
For example, we had 800 emails offered on the 20th and would like to see today (22nd) how many of those emails that arrived on the 20th are still yet to be completed. 

Initially, I thought just to export from the interactions view, all the emails that were not completed from that day however the export seems to treat replies from the customer as the same conversation. For example, an email is received on the 20th, the agent responds on the 21st and then the customer replies on the 22nd. If I were to export today all the unanswered on the 20th, this interaction would be included. 

Is there a filter or a better report to get the correct numbers of emails waiting by when they first arrived in the queue? 
I've tried using the api/v2/analytics/conversations/details/query API but ran into the same issue.

#DigitalChannels
#Reporting/Analytics

------------------------------
Tony Nguyen
Smartgroup
------------------------------

Smart but cumbersome.  @Jody Nabuurs, can you take a look at this and see if you can make a suggestion or create an idea that would fit this as I am not even sure how to describe this in an idea that would make sense to development.  

Thank you, Robert and Vaun, for your suggestions. I believe both options could potentially be effective and beneficial for those facing similar issues.

After realizing that the default reporting system would not be sufficient or would require additional data exports, we have decided to make changes to our email queues.

For those who are interested, we have implemented three separate queues, each representing a different day (e.g., Day 1, Day 2, Day 3). Emails will initially enter Day 1 and will move to the next queue every 24 hours, but only on weekdays.

Day 1 will be used to track the total number of emails received, Day 2 will monitor the number of unanswered emails from the previous day, and Day 3 will indicate emails that have exceeded the SLA (Service Level Agreement). This system is still a work in progress, but it appears to be providing the necessary data thus far.

In our business, we have a 48 hour SLA for our emails. 
I am looking to report on the number of outstanding emails that arrived in the queue on a particular day. 
For example, we had 800 emails offered on the 20th and would like to see today (22nd) how many of those emails that arrived on the 20th are still yet to be completed. 

Initially, I thought just to export from the interactions view, all the emails that were not completed from that day however the export seems to treat replies from the customer as the same conversation. For example, an email is received on the 20th, the agent responds on the 21st and then the customer replies on the 22nd. If I were to export today all the unanswered on the 20th, this interaction would be included. 

Is there a filter or a better report to get the correct numbers of emails waiting by when they first arrived in the queue? 
I've tried using the api/v2/analytics/conversations/details/query API but ran into the same issue.

#DigitalChannels
#Reporting/Analytics

------------------------------
Tony Nguyen
Smartgroup
------------------------------