##### Example Customer Views

# Tenants

Customer views are views of your contact center. The following example views are available for Tenants:

- E-Mail View Templates

- E-Mail Handling Status

- E-Mail Handling Hourly / E-Mail Handling Daily

- Chat View Templates

- Chat Status and Hourly / Chat Status and Daily

- Open Media View Templates

- Open Media Status and Hourly / Open Media Status and Daily

## E-Mail View Templates

### E-Mail Handling Status

Statistic Group | Statistic Long Name | Short Name | Description
Status | Oldest E-Mail | Oldest | Age of the oldest inbound e-mail interaction. Statistic Type: General_Email_Oldest_Age
Total E-Mail Awaiting Processing | Awaiting Processing | Total number of e-mail interactions that have been submitted and that are currently awaiting processing. Statistic Type: General_Email_Waiting_Processing
Total E-Mail In Processing | Processing | Total number of e-mail interactions in the queue that are being processed. Statistic Type: General_Email_In_Processing
Total E-Mail Unsubmitted | Unsubmitted | Total number of e-mail interactions that have not been submitted to the Interaction Server by the e-mail server. Statistic Type: General_Email_Not_Submitted
Maximum E-Mail Interactions | Maximum | Maximum number of inbound e-mail interactions that were either awaiting processing or that were in processing at the tenant during the requested time period. Statistic Type: General_Email_Maximum
Minimum E-Mail Interactions | Minimum | Minimum number of inbound e-mails that were either awaiting processing or that were in processing at the tenant during the requested time period. Statistic Type: General_Email_Minimum

### E-Mail Handling Hourly / E-Mail Handling Daily

Statistic Group | Statistic Long Name | Short Name | Description
Performance | Total E-Mail Entered | Entered | Total number of e-mail interactions that entered this tenant through all entry points. Statistic Type: General_Email_Entered
Total E-Mail Responses | Responses | Total number of inbound e-mail interactions to which tenant resources responded within the reporting period. Statistic Type: General_Email_Responded
Total E-Mail Response Time | Response Time | Total amount of time that tenant resources spent responding to inbound e-mail interactions within the reporting period. Statistic Type: General_Email_Response_Time
Total E-Mail Terminated | Terminated | Total number of inbound e-mail interactions that were terminated. Note: Currently, this stat type always returns a value of 0. Statistic Type: General_Email_Terminated
Total E-Mail Redirected | Redirected | Total number of inbound e-mail interactions that were redirected. Statistic Type: General_Email_Redirected
Total E-Mail Forwarded | Forwarded | Total number of inbound e-mail interactions that were forwarded. Statistic Type: General_Email_Forwarded
Total E-Mail Transfers | Transfers | Total number of transfers made with respect to inbound interactions. Statistic Type: General_Email_Transfers
Total Outbound E-Mail | Outbound | Total number of purely outbound e-mail interactions sent by the tenant. Statistic Type: General_Email_Outbound
Total Internal E-Mail | Internal | Total number of internal e-mail interactions created by the tenant. Statistic Type: General_Email_Internal

## Chat View Templates

### Chat Status and Hourly / Chat Status and Daily

Statistic Group | Statistic Long Name | Short Name | Description
Status | Current Chats Waiting | Waiting | Current number of chat interactions within this tenant’s entire chat system that have been submitted for processing—excluding those that are currently being processed. Statistic Type: Chat_Current_Waiting
Current Chats Handled | Handled | Total number of chat interactions within this tenant's chat system that are at an Agent's desktop at the moment of measurement. Statistic Type: Chat_Current_Handled
Performance | Total Chats Entered | Entered | Total number of chat interactions that entered a tenant through all entry points during a specified reporting period. Statistic Type: Chat_Total_Entered
Total Chats Abandoned | Abandoned | Total number of chat interactions that were abandoned within this tenant’s chat system. Statistic Type: Chat_Total_Abandoned
Total Chats Answered | Answered | Total number of chat interactions that were answered within this tenant’s chat system. Statistic Type: Chat_Total_Answered
Total Chats Handled | Handled | Total number of inbound chat interactions that were handled by this tenant’s resources within a specified period. Statistic Type: Chat_Total_Inbound_Handled
Total Transfers | Transfers | Total number of times that inbound chat interactions were transferred within this tenant’s chat system. Statistic Type: Chat_Total_Transfers

## Open Media View Templates

### Open Media Status and Hourly / Open Media Status and Daily

Statistic Group | Statistic Long Name | Short Name | Description
Status | Current Interactions Waiting | Waiting | Number of <MEDIA> interactions that have been submitted and that are currently awaiting processing. Statistic Type: Current_Waiting_Processing
Current Interactions in Processing | Processing | Number of <MEDIA> interactions that have been submitted and that are currently in processing. Statistic Type: Current_In_Processing
Performance | Total Interactions Entered | Entered | Total number of <MEDIA> interactions that entered through all entry points during the specified period. Statistic Type: Total_Entered
Maximum Interactions | Maximum | Maximum number of <MEDIA> interactions that were either awaiting processing or that were in processing during the requested time period. Statistic Type: Maximum_Interactions
Minimum Interactions | Minimum | Minimum number of <MEDIA> interactions that were either awaiting processing or that were in processing during the requested time period. Statistic Type: Minimum_Interactions
Total Transfers | Transfers | Total number of times <MEDIA> interactions were transferred within the specified period. Statistic Type: Total_Transfers