Email Status Definitions

Created

Marks when an item was created in the CT Suite database.

Ready For Queue

Item is waiting in queue. This status precedes the “queued” status.

Queued

Item is waiting on an assigned station and will deliver to the next available agent.

Owned

Indicates that an email item is in an agent’s inbox.

Forward

Emails that are forwarded from an agent to another email address. When the user clicks the “Send” button the email is created with status Forward and historical events are created.

Reply

Emails that are replies to an existing email. When the user clicks the “Send” button the email is created with status Reply and historical events are created.

Transferred

Indicates that an item has been transferred to another mailbox, queue or agent.

Suspended

Indicates that an email item is in an agent’s suspend folder.

Closed

Indicates that the agent or supervisor closed a work item.

Error

This allows the developers or DBAs of the database to mark an email as “Error” if it has problems that cannot be reconciled. Emails of this status can be purged.

Junk

Not used.

Deleted

This is used on email drafts when the user is replying, forwarding, or creating a new email. This allows the user to “Discard” the email instead of sending it to the customer. “Discard” marks it with a “Deleted” status, it stays in the database, but can ultimately be purged any time because it has no value.

Failed

When a Reply, Forward, or New email is sent out from the User, it tries “X” number of times to deliver the email. If it fails in delivery, the email is marked with a “Failed” status. (X is configured in CTAdmin under Email Server “Maximum Send Tries”)

Sent

When a fresh email was sent out that is not a reply or forward.

Pending

Not used.

AutoComplete

Indicates that an email work item was closed by a rule created in the system based on a keyword or recipient address. Auto complete criteria are defined on the more2 tab of email box configuration in CT Admin.