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.

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