Email Status Definitions
| Status | Definition |
|---|---|
| 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. |