Inhalt/Content
Metrics
|
ID |
Metric |
Typ |
Tags |
Beschreibung |
| 1 | iagent_mails_processed_total | Counter | category, agentGroup, tenant, answered, inServicelevel | Number of completed mails |
| 2 | iagent_mails_edit_time_milliseconds_total | Counter | category, agentGroup, tenant | Total time agents need to process an email |
| 3 | iagent_mails_in_backlog | Gauge | category, agentGroup, tenant, state | Number of mails currently in the backlog. The backlog contains all emails received into the system that have not yet been completed. This also includes emails that are already in an agent’s personal inbox. |
| 4 | iagent_mails_oldest_in_backlog | Gauge | category, agentGroup, tenant | Indication of the date of the currently oldest open mail |
Legacy
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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