Email Report Definition

What the Email row type represents on a report, and what to expect in the resulting rows and columns.

The Email row type is a Summary-style report, described in full on Row Types. Summary reports aggregate values for a given grouping rather than listing individual records; each row represents one member of that grouping.

What	Description
It Represents	A grouping by email interactions handled through the Email channel.
To Expect	One row of email-specific totals — count, duration, and completion/spam status.

Metrics

The Email row type offers 27 predefined metrics, listed below with their row-type-agnostic definitions.

Metric	Definition
`Account Code`	The account code attached to a given call.
`Conversation ID`	The unique ID CCaaS assigns to an email conversation thread.
`Email Bcc`	The blind-carbon-copy address(es) on a given email.
`Email Cc`	The carbon-copy address(es) on a given email.
`Email Direction`	How a given email originated — inbound, from a customer, or outbound, sent or replied to by an agent.
`Email Duration`	The total, maximum, minimum, or average length of time an email remained open before being resolved, within a report row's scope.
`Email Event Count`	The number of email-handling events of a specified type associated with a report row's scope.
`Email Event Duration`	The total, maximum, minimum, or average duration of email-handling events of a specified type associated with a report row's scope.
`Email Focused Duration`	The total, maximum, minimum, or average length of time an agent spent actively viewing or drafting a response to an email in their active media pane, within a report row's scope.
`Email From`	The sender address on a given email.
`Email ID`	The unique ID CCaaS assigns to a given email.
`Email On Hold Duration`	The total, maximum, minimum, or average length of time an email sat unattended in an agent's active media pane, within a report row's scope.
`Email Pending Agent Review Duration`	The total, maximum, minimum, or average length of time an email waited for an agent to begin reviewing it after being assigned, within a report row's scope.
`Email To`	The recipient address(es) on a given email.
`End Time`	The date and time a given call, call event, or feature instance ended.
`Final Agent`	The last agent associated with an event in a given call.
`Initial Agent`	The first agent associated with an event in a given call.
`Is Email Completed`	Whether a given email was resolved by an agent selecting Mark as Complete. Shown as a check mark when true.
`Is Email Sent`	Whether a reply was drafted and sent for a given email. Shown as a check mark when true.
`Is Email Spam`	Whether a given email was marked as spam by an agent. Shown as a check mark when true.
`Queued Email Duration`	The total, maximum, minimum, or average length of time emails spent waiting in queue before being assigned to an agent, within a report row's scope.
`Reply Email Bcc`	The blind-carbon-copy address(es) on an agent's reply to a given email.
`Reply Email Cc`	The carbon-copy address(es) on an agent's reply to a given email.
`Reply Email From`	The sending address used on an agent's reply to a given email.
`Reply Email To`	The recipient address(es) on an agent's reply to a given email.
`Skill`	The skill associated with a given call event or feature instance; blank if none applies.
`Start Time`	The date and time a given call, call event, or feature instance started.

Updated about 6 hours ago