The Mailbox Conversation report shows a summary of email conversations by mailbox within the selected criteria. The results can be expanded to show the parent emails that are included 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.
Start: Use this to enter an exact start date.
End: Use this to enter an exact end date.
Mailbox: Select the mailbox(es) from the pull-down list.
The initial output shows the following summary data:
Report Heading | Description |
|---|---|
Name | Mailbox Name. |
Total Conversations/Emails | Count of primary email threads. |
Email Interaction per Conversation | Count of all emails including parent & children. |
To view the parent emails that are part of this summary, click the up arrow to the left of the record you wish to expand.
Report Heading | Description |
|---|---|
Conversation/Email ID | Email ID of the parent email. |
Email Interaction per Conversation | Count of emails in the thread. |
Customer Email Address | Email address of the email originator. |
Subject | Subject line of the parent email. |
To view more details including the child emails that are part of this summary, click the up arrow to the left of the record you wish to expand.
Report Heading | Description |
|---|---|
Associated ID | Email ID number |
Status | Date/time status was updated* |
From | Sender's email address |
To | Recipient email address |
Subject | Email subject line |
Username | The agent’s username |
Agent | Agent ID (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. |