| In Queue | ||
| Emails | The number of emails that are currently held in the queue. | |
| Total Time | The total time that emails have been held in the queue. | |
| Average Time | The average time that emails have been held in the queue. | |
| Maximum Time | The longest time that an email has been held in the queue. | |
| Service Level | The percentage of queued emails that are currently being answered within the configured time period. If this drops below the Service Level Warning Threshold (as configured by a company administrator under Email > Email Queues > KPIs), it is highlighted. | |
| Availability | The percentage of emails that are being handled by agents (in their inboxes) over a configurable time period, compared to total emails entering the queue. |
| With Agent | ||
| Emails | The number of emails that are currently being handled by agents. | |
| Total Time | The total time that agents have spent handling emails. | |
| Average Time | The average time that agents have spent handling emails. | |
| Maximum Time | The longest time that an agent has spent handling an email. | |
| Intermediate Response | The total number of intermediate responses to emails that have been sent by agents. |
Related tasks
Viewing live email queues