Mailbox Conversation Report

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.

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