Inhalt/Content
Metrics
iagent_average_mail_edit_time_today{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Edit time | Milliseconds | Average | ||
| Metric | iagent_average_mail_edit_time_today{} | |||||
| Description | Average length of processing time of an email – based on the current day from 12:00 a.m. Calculation: Quotient from the sum of the processing time (without after email work time) and the sum of all mails processed by agents. | |||||
| Instance, Job, Tenant, Category | Category | Edit time | Milliseconds | Average | ||
| Metric | iagent_average_mail_edit_time_today_per_category{} | |||||
| Description | Average length of processing time of an email – based on the current day from 12:00 a.m. Calculation: Quotient from the sum of the processing time (without after email work time) and the sum of all mails processed by agents. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group | Agent group | Edit time | Milliseconds | Average | ||
| Metric | iagent_average_mail_edit_time_today_per_group{} | |||||
| Description | Average length of processing time of an email – based on the current day from 12:00 a.m. Calculation: Quotient from the sum of the processing time (without after email work time) and the sum of all mails processed by agents. Based on agent groups. | |||||
| Instance, Job, Tenant | Tenant | Edit time | Milliseconds | Average | ||
| Metric | iagent_average_mail_edit_time_today_per_tenant{} | |||||
| Description | Average length of processing time of an email – based on the current day from 12:00 a.m. Calculation: Quotient from the sum of the processing time (without after email work time) and the sum of all mails processed by agents. Based on tenants. | |||||
iagent_backlog_mails{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Mails | Number | Sum | ||
| Metric | iagent_backlog_mails{} | |||||
| Description | Number of emails currently in the backlog. The backlog contains all emails that have entered the system and have not yet been completed. This includes e-mails that are already in an agent’s personal inbox. | |||||
| Instance, Job, Tenant, Category | Category | Mails | Number | Sum | ||
| Metric | iagent_backlog_mails_per_category{} | |||||
| Description | Number of emails currently in the backlog. The backlog contains all emails that have entered the system and have not yet been completed. This includes e-mails that are already in an agent’s personal inbox. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group | Agent group | Mails | Number | Sum | ||
| Metric | iagent_backlog_mails_per_group{} | |||||
| Description | Number of emails currently in the backlog. The backlog contains all emails that have entered the system and have not yet been completed. This includes e-mails that are already in an agent’s personal inbox. Based on agent groups. | |||||
| Instance, Job, Tenant | Tenant | Mails | Number | Sum | ||
| Metric | iagent_backlog_mails_per_tenant{} | |||||
| Description | Number of emails currently in the backlog. The backlog contains all emails that have entered the system and have not yet been completed. This includes e-mails that are already in an agent’s personal inbox. Based on tenants. | |||||
iagent_backlog_mails_per_state{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job, State | System | Mails | Number | Sum | ||
| Metric | iagent_backlog_mails_per_state{} | |||||
| Description | Number of mails currently in the backlog, broken down by mail status. (“ASSIGNED” = Number of emails being processed.) |
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| Instance, Job, Tenant, Category, State | Category | Mails | Number | Sum | ||
| Metric | iagent_backlog_mails_per_state_per_category{} | |||||
| Description | Number of mails currently in the backlog, broken down by mail status. Based on categories. (“ASSIGNED” = Number of emails being processed.) |
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| Instance, Job, Tenant, Agent Group, State | Agent group | Mails | Number | Sum | ||
| Metric | iagent_backlog_mails_per_state_per_group{} | |||||
| Description | Number of mails currently in the backlog, broken down by mail status. Based on agent groups. (“ASSIGNED” = Number of emails being processed.) |
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| Instance, Job, Tenant, State | Tenant | Mails | Number | Sum | ||
| Metric | iagent_backlog_mails_per_state_per_tenant{} | |||||
| Description | Number of mails currently in the backlog, broken down by mail status. Based on tenants. (“ASSIGNED” = Number of emails being processed.) |
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iagent_mail_agents_ready{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Agents | Number | Sum | ||
| Metric | iagent_mail_agents_ready{} | |||||
| Description | Number of agents currently available for an email. | |||||
| Instance, Job, Tenant, Category | Category | Agents | Number | Sum | ||
| Metric | iagent_mail_agents_ready_per_category{} | |||||
| Description | Number of agents currently available for an email. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group | Agent group | Agents | Number | Sum | ||
| Metric | iagent_mail_agents_ready_per_group{} | |||||
| Description | Number of agents currently available for an email. Based on agent groups. | |||||
| Instance, Job, Tenant | Tenant | Agents | Number | Sum | ||
| Metric | iagent_mail_agents_ready_per_tenant{} | |||||
| Description | Number of agents currently available for an email. Based on tenants. | |||||
iagent_oldest_backlog_mail_date{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Waiting time | Milliseconds | Longest | ||
| Metric | iagent_oldest_backlog_mail_date{} | |||||
| Description | The date of the currently oldest open mail. | |||||
| Instance, Job, Tenant, Category | Category | Waiting time | Milliseconds | Longest | ||
| Metric | iagent_oldest_backlog_mail_date_per_category{} | |||||
| Description | The date of the currently oldest open mail. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group | Agent group | Waiting time | Milliseconds | Longest | ||
| Metric | iagent_oldest_backlog_mail_date_per_group{} | |||||
| Description | The date of the currently oldest open mail. Based on agent groups. | |||||
| Instance, Job, Tenant | Tenant | Waiting time | Milliseconds | Longest | ||
| Metric | iagent_oldest_backlog_mail_date_per_tenant{} | |||||
| Description | The date of the currently oldest open mail. Based on tenants. | |||||
iagent_processed_mails_in_servicelevel_percentage_today{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Mails | Percentage | Sum | ||
| Metric | iagent_processed_mails_in_servicelevel_percentage_today{} | |||||
| Description | Percentage of mails, that were answered by an agent within the defined service level – based on the current day from 12:00 a.m. | |||||
| Instance, Job, Tenant, Category | Category | Mails | Percentage | Sum | ||
| Metric | iagent_processed_mails_in_servicelevel_percentage_today_per_category{} | |||||
| Description | Percentage of mails, that were answered by an agent within the defined service level – based on the current day from 12:00 a.m. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group | Agent group | Mails | Percentage | Sum | ||
| Metric | iagent_processed_mails_in_servicelevel_percentage_today_per_group{} | |||||
| Description | Percentage of mails, that were answered by an agent, within the defined service level – based on the current day from 12:00 a.m. Based on agent groups. | |||||
| Instance, Job, Tenant | Tenant | Mails | Percentage | Sum | ||
| Metric | iagent_processed_mails_in_servicelevel_percentage_today_per_tenant{} | |||||
| Description | Percentage of mails, that were answered by an agent, within the defined service level – based on the current day from 12:00 a.m. Based on tenants. | |||||
iagent_processed_mails_today{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job | System | Mails | Number | Sum | ||
| Metric | iagent_processed_mails_today{} | |||||
| Description | Number of completed mails (This includes emails that have been answered as well as emails that have been completed without a reply). Based on the current day from 12:00 a.m. | |||||
| Instance, Job, Tenant, Category | Category | Mails | Number | Sum | ||
| Metric | iagent_processed_mails_today_per_category{} | |||||
| Description | Number of completed mails (This includes emails that have been answered as well as emails that have been completed without a reply). Based on the current day from 12:00 a.m. Based on categories. | |||||
| Instance, Job, Tenant, Agent Group | Agent group | Mails | Number | Sum | ||
| Metric | iagent_processed_mails_today_per_group{} | |||||
| Description | Number of completed mails (This includes emails that have been answered as well as emails that have been completed without a reply). Based on the current day from 12:00 a.m. Based on agent groups. | |||||
| Instance, Job, Tenant | Tenant | Mails | Number | Sum | ||
| Metric | iagent_processed_mails_today_per_tenant{} | |||||
| Description | Number of completed mails (This includes emails that have been answered as well as emails that have been completed without a reply). Based on the current day from 12:00 a.m. Based on tenants. | |||||
iagent_closed_mail_total{} |
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| Parameter | Level | Value | Return | Channel | Calc. | |
| Instance, Job, Tenant, Category, Agent Group, answered | System | Mails | Number | Sum | ||
| Metric | iagent_closed_mail_total{} | |||||
| Description | Number of closed Mails. Based on the current day from 12:00 a.m. (answered = True: with an answer) (answered = False: without an answer) |
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| Instance, Job, Tenant, Category, Agent Group, answered | Category | Mails | Number | Sum | ||
| Metric | iagent_closed_mail_total{} | |||||
| Description | Number of closed Mails. Based on the current day from 12:00 a.m. (answered = True: with an answer) (answered = False: without an answer) |
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| Instance, Job, Tenant, Category, Agent Group, answered | Agent group | Mails | Number | Sum | ||
| Metric | iagent_closed_mail_total{} | |||||
| Description | Number of closed Mails. Based on the current day from 12:00 a.m. (answered = True: with an answer) (answered = False: without an answer) |
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| Instance, Job, Tenant, Category, Agent Group, answered | Tenant | Mails | Number | Sum | ||
| Metric | iagent_closed_mail_total{} | |||||
| Description | Number of closed Mails. Based on the current day from 12:00 a.m. (answered = True: with an answer) (answered = False: without an answer) |
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