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The Email Interruptions report helps you to determine how often chat or phone contacts interrupt your agents who are responding to email contacts. For example, an agent is responding to an email contact, and a chat appears on the screen, the email will be interrupted so the agent can chat with the contact.
The Email Interruptions report can help you determine if email interruptions are impacting agents' productivity.
Data in this Report
The Email Interruptions report has multiple columns that present data attributes and metrics. The table below provides a description for each column.
| Field | Description |
|---|---|
| Agents | Agent names. |
| Emails Handled | Number of distinct emails handled. If an email is interrupted and handled a second time, that will count as a single email handled. |
| Emails Interrupted | Number of distinct emails that were interrupted. If an email is interrupted more than once, it will count as a single email that was interrupted. |
| % Interrupted | Percentage of handled emails that were interrupted. |
| Total # Interruptions | Total number of times all emails were interrupted. If one email is interrupted three times, three interruptions will be counted. |
| Average # Interruptions | Average number of times an interrupted email is interrupted. |
| Phone Interruptions | Number of phone interactions that interrupted the emails. |
| % Phone Interruptions | Percentage of "Total # Interruptions" that were phone interactions. |
| Chat Interruptions | Number of chat interactions that interrupted the emails. |
| % Chat Interruptions | Percentage of "Total # Interruptions" that were chat interactions. |
| Interruption Time | Total length of time interrupted emails spent in an interrupted state. |
| Avg Interrupted Time | Average length of time interrupted emails spent in an interrupted state. |
| Handle Time (Interrupted) | Total length of time interrupted emails were being handled. |
| Avg Handle Time (Interrupted) | Average length of time interrupted emails were being handled. |
| Handle Time (Uninterrupted) | Total length of time uninterrupted emails were being handled. |
| Avg Handle Time (Uninterrupted) | Average length of time uninterrupted emails were handled. |