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598 Glossary
Overflow Time
The overflow time is the length of time an email will sit in the primary agent group queue before also being
forwarded to a overflow agent group.
Primary Agent Group
The primary agent group is the group assigned to answer a particular email message first.
Priority
Priority assigns priority to queues. The highest priority is 1, and the lowest priority is 10. This allows you to
answer queues of higher priority first.
Public Folder Name
The public folder name is the windows user name.
Public Mail Address
The public mail address is the company email address. This is the address the customers will use to email
you.
Reporting Number (for a queue)
The reporting number is assigned for reporting purposes. This report number is referenced when creating a
report about email data from a particular queue. A queue reporting number must start with P and have three
digits following. For example, the reporting number for a queue might be P123.
Service Level
The term service level is the turn-around-time goal. For example, if the service level is 20 minutes, the agents
provided excellent service if they can respond to all emails within 20 minutes of receiving them.