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Activity Summary Reports

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Assignment Activity Summary

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the individual emails. The Sent, Received, and ATTR (Average Time to Respond) columns look at the email count grouped by the created date of individual emails in a thread. Answered and ASA (Average Speed to Answer) represent data for individual emails.

Reported data:

Sent
The number of emails sent during the specified date range.
ATTR (HH:MM:SS)
The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Received
The number of emails received during the specified date range.
Answered
The number of assignments (automatic or manual) for which an answer was sent during the specified date range. Each assignment with an answer is represented, even when answering the same email or the same thread.
ASA (HH:MM:SS)
The Average Speed to Answer for assignments answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when assignment was made].
Closed Answered
The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered
The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.
ATTC (HH:MM:SS)
The Average Time to Close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using agent grouping, you filter out the individual emails assigned to the filtered agent/department.

Thread Activity Summary

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the thread. However, Sent, Received, and Average Time to Respond look at the email count grouped by the created date of individual emails.

Reported data:

Sent
The number of emails sent during the specified date range.
Received
The number of emails received during the specified date range.
ATTR (HH:MM:SS)
The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Answered
The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
ASA (HH:MM:SS)
The Average Speed to Answer for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
Closed Answered
The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
Closed Unanswered
The number of threads that were closed during the specified date range without being answered.
ATTC (HH:MM:SS)
The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using the agent grouping, you filter out the email threads assigned to the filtered agent/department. The ASA (Average Speed to Answer) is calculated using the time-to-answer of the first email answered in each counted thread (as shown in the Answered column).