Email Agent Report

The Email Agent report provides a summary of email interactions by agent within the selected criteria. The results can be expanded to show additional details for each email within the summary. Expand again to show the email details and event history for the selected email.

Select the following items to query, then click submit:

Site: Select site
Agent: Select an agent username from the pulldown list
Start: Use this to enter an exact start date
End: Use this to enter an exact end date
Omit Code: Select any disposition(s) to exclude data from the report

The initial output shows the following summary data:

Report Heading	Description
Name	Name of the Agent
Worked	Count of emails worked for the criteria selected
ASA	Average Speed of Answer Speed of Answer for email is the amount of time between when the email was created in CT Suite and when the email arrives in an agent inbox regardless of whether the email was queued or manually retrieved.
AHT	Average Handle Time Handle Time is the accumulation of time an email has been in any agent inbox. Handle time is not accumulated while an email is suspended or closed, but it will begin to accumulate again if it is moved back to any agent's inbox.

To view the emails included in the summary data, click the up arrow to the left of the record you wish to expand.

Report Heading	Description
ID	Email ID number
From	Incoming email address
Subject	Email subject line
Status	State of the email at the time the report was produced*
Created	Email create date/time
Mailbox	Mailbox name
User Name	The agent’s Windows username
Speed of Answer	Actual speed of answer for the displayed work item
Handle Time	Total handle time for the displayed work item

*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

Click each tab to view details for each email ID.

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.

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