Accessed by selecting the icon ( 
) located in the menu on the left of the application, and then selecting the option Performance.
Performance Section
Summation of the various statistics of the messages are displayed in a variety of charts and totals.
# Indicates that this is dependant upon the current setting of the Metrics Filtering
Message Totalling Panel
This is found at the top of the page, just below the Metrics Filtering and contains overall totalling for the Performance Section. This is broken down into six parts:
Shows the total number of messages captured by the application for the current period. To the right of this is the movement in the number of messages, which is displayed as a percentage together with an indicator showing if the movement was in a positive or negative direction.
Below these values, the total number of messages for the previous period is displayed for reference.
Shows the number of initial replies that have been sent out from the application for the selected period. To the right of this is the movement in the number of initial replies, which is displayed as a percentage together with an indicator showing if the movement was in a positive or negative direction.
Below these values, the total number of initial replies for the previous period is displayed for reference.
Shows the average number of initial replies for the current period. To the right of this is the movement in the number of initial replies, which is displayed as a percentage together with an indicator showing if the movement was in a positive or negative direction.
Below these values, the average number of initial messages for the previous period is displayed for reference.
Shows the number of initial replies within SLA that have been sent out from the application for the selected period. To the right of this is the movement in the number of initial replies, which is displayed as a percentage together with an indicator showing if the movement was in a positive or negative direction.
Below these values, the total number of initial replies within SLA for the previous period is displayed for reference.
Shows the average response time of the initial replies that have been sent out from the application for the selected period. To the right of this is the movement in the average time, which is displayed as a percentage together with an indicator showing if the movement was in a positive or negative direction.
Below these values, the average response time for the previous period is displayed for reference.
Average Response time within Business hours
Note: Only visible if the company business hours have been provided
Shows the average response time of the initial replies that have been sent out from the application for the selected period in consideration to the business hours set within the Company Profile.
Example:
Message arrives at 07:00. Business Hours start at 08:00. Initial reply at 08:15.
Average response time = 1 hour & 15 minutes.
Average response time in Business hours = 15 minutes.
To the right of the average response time this is the movement in the average time, which is displayed as a percentage together with an indicator showing if the movement was in a positive or negative direction.
Below these values, the average response time within business hours for the previous period is displayed for reference.
Displays the Average Response Time for the selected period as a column chart. If the company business hours have been provided to the application (See Company Profile), then the average first response time within business hours is also included.
Shows the number of replies that have had a first response within a band of time intervals as a bar chart. To the right of this chart is also shown the breakdown of the time intervals over time as a column chart.
Displays the breakdown of the first response within a time interval by Channel as a bar chart.
Shows the percentage of messages initially replied within and outside the company SLA, shown as a stacked column chart broken down by the current period. To the left of the column chart is a pie chart surrounding the name and percentage of the highest overall percentage of either within or outside SLA.
Visibility is dependant upon the current setting of the Metrics Filtering
Shows the number of initial replies within and outside the SLA as a bar chart, broken down by channel.
Visibility is dependant upon the current setting of the Metrics Filtering
Shows the number of initial replies within and outside the SLA as a bar chart, broken down by Stream.
Displays the count of the number of messages that have been tagged as a bar chart. This chart shows a maximum of 5 tags. To the right of this chart is shown the tag breakdown over time as a column chart.
Note: These charts do not show any message that have not been tagged, and any message that has multiple tags will be counted once for every tag. This means that totalling the charts is unlikely to provide the same value as totalling other charts on this page.
Shows the count of the number of messages that been tagged, broken down by source as a bar chart.
Displays a breakdown of the average first response times for each user. If the company business hours have been provided to the application (See Company Profile), then the average first response time within business hours is also included.
Shows a breakdown of the different activities done against the messages received in the current period, for each user.
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