D03 Email Backlog

The Email Backlog dashboard summarizes the state of ...

Filters

The filter pane for this dashboard includes the following filters.

• Date: specify a range of dates for this dashboard's data

• Seller Name

• Store Name

• Case Disposition

Data Items

Email Backlog

The total number of unanswered emails. Click the number to jump to the Email Backlog dashboard. The target dashboard opens in a new browser tab.

Avg Age (H) shows the average time since arrival, in hours, for messages in the backlog.

Received and Backlog Trend

This line and bar graph shows the trend of email backlog, in context of the total emails received. Total Received is graphed as bars against the numeric scale to the left of the graph. Backlog, the number of emails added to the backlog during each time period, is graphed as a line against the numeric scale to the right of the graph. Backlog Average Age, measured in hours, is graphed as a line against the numeric scale to the right of the graph.

Top Ten Backlogged Queues

This bar chart shows the ten email queues with the largest backlogs.

Backlog by Bucket

This circle graph shows the portion of email backlog for each bucket.

Backlog Details

This table lists email cases, organized by queue, that are in the backlog of unresolved cases.

Column	Description
Email Assigned Queue	The queue that received the email case.
Case	Unique identifier for the email case.
Case Subject	The subject line of the received email.
Case Disposition	A description of the main issue of this case.
Case Status	The current status of the email case.
Case Age (D)	The number of days that the case has been open.
Email Received	Date of the most recent email from the customer.
Email Age (H)	The number of hours since the latest email was received.