Email Search Report

The Email Search report shows email details for all emails within the selected criteria. The results can be expanded to show the transcripts, history, and notes 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.
Body: Use this to search any words that were in the body of the email.
From: Narrow the search by originator email address.
To: Narrow the search by recipient email address.
Subject: Use this to search any words that were in the subject line of the email.
Email ID: Use this if you know the unique Email ID number.
Username: The user name of the agent that handled the email.
Agent: Use this pull-down menu to select the Agent ID/Name (from Avaya CM).
Status: Select a specific email status, if known.

The initial output shows the following summary data:

Report Heading	Description
ID	Email ID number.
Mailbox	Mailbox queue.
Status	Current status of the email with date/time status was updated*
From	Sender's email address.
To	Recipient email address.
Subject	Email subject line.
Username	The agent’s user name.
Agent	Agent ID and name (from Avaya CM).
Direction	Direction of the email (Inbound or Outbound).
Created	Date/time created.

*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.

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.

The following items can be viewed for each email.

To view more details, click the up arrow on the left of the row in question. It will expand to show more information.

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