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Status Summary Reports

These reports provide the status of new email threads created in the date range specified, including details about the number of unanswered and answered emails for open as well as closed email threads.

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Assignment Status Summary

This report provides the status of new email assignments created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Reported data:

New
The number of new email assignments during the specified date range.
Open Answered
The number of answered assignments (automatic or manual) that were still open during the specified date range either because they were reassigned or the thread was closed.
Open Unanswered
The number of assignments (automatic or manual) that were still open during the specified date range without being answered either because they were reassigned or the thread was closed.
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.

Thread Status Summary

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads

  • 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].