Agent Correspondence Report

The Agent Correspondence report shows outbound emails sent within the selected criteria. The report results can be expanded to display the email details and event history for the selected email.

Select the following items to query, then click submit:

Site: Select site
In The Last: Select a time frame to automatically fill the Start and End date/time
Start: Use this to enter an exact start date/time
End: Use this to enter an exact end date/time
Agent: Select an agent user name from the pulldown list
Agent Name: Type in the agent user name (partial names apply)

The initial output shows the following summary data:

Report Heading	Description
ID	Email ID number
Mailbox	Mailbox queue
Status	Status of the email*
From	Originator email address
To	Recipient email address
Subject	Email subject line
Username	The agent’s user name
Agent	Agent ID and name (from Avaya CM)

*Email Status Definitions are here

To view more details, click the up arrow to the left of the record you wish to expand. It will expand to show more information.

Resulting Screen tabs: Email, History

The following items can be viewed for each email.

Email Tab Screen	Description
ID	Email ID number
From	Incoming email address
To	Receiving email address
Subject	Email subject line
Direction	Email direction (i.e., inbound or outbound)
Create Date	Email create date/time
Username	The agent’s Windows user name
Body	Agent ID and name (from Avaya CM)

History Tab Screen	Description
Status	State of the email during event
Date	Date/time of event
Description	Description of event
Username	CT Suite username associated with event
Agent	ACD Agent name and ID associated with event
Type	Type of event i.e. “Historical” or “Note”. Historical events are recorded automatically and include date/time of email creation, assigned station, etc. Notes are also viewed here. Notes are manually written and saved by the agent by clicking the Notes tab in the CTWC Email.

Last updated on