Abstract: One implementation provides a method for providing display information that represents a quantity of received email messages that have been held for processing by a specific entity for a predefined time period in an electronic mail (email) response management system. In this implementation, the method includes determining a first value associated with a first quantity of received email messages that have been held for processing by the specific entity for a first predefined time period, wherein each email message has been sent from one end user. Upon determination of the first value, the method further includes causing to be displayed in a graphical user interface (GUI) a first representation of the first value in spatial relation to representations of the specific entity and the first predefined time period.

Abstract: Systems and techniques are described for a computer program product that can provide an interaction center (IC) manager's graphical user interface on an interconnected display device. The graphical user interface includes an overview area displaying at least one user-selected statistic that relates to a user-selected group of interaction center agents being monitored and a detailed area displaying a list of each of the user-selected group of interaction center agents being monitored and further displaying for each of the listed agents at least one user-selected monitored statistic relating to the listed agents.

Abstract: One implementation provides a method to provide a display of electronic mail (email) message volume information in a graphical user interface (GUI) within a system that receives incoming email messages. The method includes providing first email message volume information for display in the GUI, the first email message volume information specifying a first number of instances in which the system has, without human intervention, performed a specific action when processing incoming email messages. The method further includes providing second email message volume information for display in the GUI, the second email message volume information specifying a second number of instances in which a human agent has performed the specific action when processing incoming email messages manually.

Abstract: One implementation provides a method for providing a graphical user interface (GUI) that allows a user to customize processing of incoming electronic mail (email) messages. This method is performed in a system that receives incoming email messages and manages events that may alter statuses of these messages. The method includes displaying in the GUI representations of predefined events that may occur during various stages of processing of incoming email messages, and receiving input from the user to map a predefined event to a predefined status indicator, such that the system assigns the predefined status indicator to an incoming email message when the predefined event that affects the incoming email message occurs.

Abstract: One implementation provides a method for providing display information that represents a quantity of received email messages that have been held for processing by a specific entity for a predefined time period in an electronic mail (email) response management system. In this implementation, the method includes determining a first value associated with a first quantity of received email messages that have been held for processing by the specific entity for a first predefined time period, wherein each email message has been sent from one end user. Upon determination of the first value, the method further includes causing to be displayed in a graphical user interface (GUI) a first representation of the first value in spatial relation to representations of the specific entity and the first predefined time period.

Abstract: Systems and techniques are described for a computer program product that can provide an interaction center (IC) manager's graphical user interface on an interconnected display device. The graphical user interface includes an overview area displaying at least one user-selected statistic that relates to a user-selected group of interaction center agents being monitored and a detailed area displaying a list of each of the user-selected group of interaction center agents being monitored and further displaying for each of the listed agents at least one user-selected monitored statistic relating to the listed agents.