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
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Muhammad Dean
Account Executive
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Original Message:
Sent: 09-22-2025 10:21
From: Samuel Jillard
Subject: Can someone please explain what the "Connection" metric is
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
Original Message:
Sent: 09-21-2025 18:10
From: Muhammad Dean
Subject: Can someone please explain what the "Connection" metric is
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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