Statistical Sources - Emails

Learn about the different statistical sources for the Email channel

Zuzana Perecz

Updated at March 28th, 2023

Name of the source	Description
email.messages.incoming.count	The total number of incoming individual email messages.
email.messages.outgoing.count	The total number of outgoing individual email messages.
email.tasks.completed.count	The total number of completed email tasks (conversations).
email.tasks.completed.duration	The total duration it took for email tasks (conversations) to be completed. Starts from the time the first email in the task is received until the task is closed.
email.tasks.completed.duration.less.than.1.hour	The total number of email tasks (conversations) that were closed within less than 1 hour from when the first email in the task was received.
email.tasks.completed.duration.less.than.12.hour	The total number of email tasks (conversations) that were closed within less than 12 hours from when the first email in the task was received.
email.tasks.completed.duration.less.than.24.hour	The total number of email tasks (conversations) that were closed within less than 24 hours from when the first email in the task was received.
email.tasks.completed.duration.less.than.4.hour	The total number of email tasks (conversations) that were closed within less than 4 hours from when the first email in the task was received.
email.tasks.completed.duration.less.than.48.hour	The total number of email tasks (conversations) that were closed within less than 48 hours from when the first email in the task was received.
email.tasks.completed.duration.less.than.8.hour	The total number of email tasks (conversations) that were closed within less than 8 hours from when the first email in the task was received.
email.tasks.created.count	The total number of created email tasks (conversations).
email.tasks.created.incoming.count	The total number of created email tasks (conversations) that were started with an incoming email.
email.tasks.first-assignee.count	The total number of email tasks (conversations) that were assigned to an agent for the first time.
email.tasks.first-response.duration	The total duration it took for an email task (conversation) to receive the first response from an agent. Starts from the time the first email is received, and ends when the first response is sent by an agent.
email.tasks.not-completed.count	The total number of email tasks (conversations) that were not completed.
email.tasks.offered.count	The total number of email tasks (conversations) that were offered to others by an agent.
email.tasks.reopened.incoming.count	The total number of email tasks (conversations) that were reopened by receiving or sending a new email after they had been previously closed
email.tasks.unassigned.count	The total number of email tasks (conversations) that were not assigned to any agent.
email.tasks.work.duration	The total duration of work on email tasks (conversations). Starts when the task is first assigned to an agent, and ends when the task is closed.

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