Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
Statistics - Number of Incoming E-mails per Time Interval
The "Statistics - Number of incoming e-mails per time interval" report provides statistics on number of messages received in selected ticketboxes, based on specified time interval within a period of time. For example, to find out the number of emails received in the [Support] ticketbox every 60 minutes on a particular date.
Access the Report
In the Workspace screen, expand the [Shared Items] node, click on [Report Center] and open the report [Statistics - Number of incoming messages per time interval], by double clicking on it.
Specify the date or period and select the ticketbox you wish to gather data on for the report. Leave the ticketbox field blank if you wish to display results for all ticketboxes in the system. Enter the interval you wish the report to display in the [Group by] field. An example is shown in the above image to generate a report on the number of incoming e-mails during the working hours on 25 feb 2010, for the selected ticketbox , over 60 minute intervals.
Generated Report
Click on [Preview] to generate the report in the same window. As shown in the example above, the number of messages per interval (as specified in [group by] field) is reported.
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