Mailbox Service Level Report

The Mailbox Service Level Report shows a historical summary of emails statistics by queue, within the selected criteria.

Select the following items to query, then click submit:

Report Heading	Description
Name	Name of mailbox.
Offered	Number of emails offered by Mailbox.
Reply Count	Number of emails with replies.
Answer Count	Number of email items answered.
Closed Count	Number of email items closed.
Average Handle Time	Average time to complete email items in the mailbox. Handle Time is the accumulation of time an email has been in any agent inbox. Handle time is not accumulated while an email is suspended or closed, but it will begin to accumulate again if it is moved back to any agent's inbox.
Longest Handle Time	Longest handle time for a single item within the selected criteria.
Answered SLA %	Mailbox Service Level based on first answer.
Completed SLA %	Mailbox Service Level based on first closure of email.

To view the summary by day, click the up arrow to the left of the mailbox you wish to expand.

Report Heading	Description
Date	Email Create Date
Offered	Number of emails offered by date
Reply Count	Number of email replies by date
Answer Count	Number of emails answered by date
Closed Count	Number of emails closed by date
Average Handle Time	Average Handle Time by date
Longest Handle Time	Longest Handle Time for the date
Answered SLA %	Service Level for the date, based on first answer
Completed SLA %	Service Level for the date, based on first closure of email

To view the emails that are part of this summary, click the up arrow to the left of the date you wish to expand.

Report Heading	Description
ID	Email ID number
Current Status	Current status of the email with date/time status was updated*
From	Sender's email address
Subject	Email subject line
Username	The agent’s username
Agent	Agent ID and name (from Avaya CM)
Direction	Direction of the email (Inbound or Outbound)
Handle Time	Actual handle time of the email
Created	Date/time created
Established	Date/time email arrived to agent inbox
Closed	Date/time agent first closed the email

*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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