Introduction to message reports 

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Types of reports

Message reports support both agents and supervisors, and include three types of reports:

• Real Time

• Historical (non-real time based on closed messages)

• Interval (non-real time that may also include open messages)

Available reports

The message reports are as follows:

• Objective Report

• Closure Code Report

• Mailbox Report

• Real Time Snap-Shot Report

• Message Arrived Daily Report

• Message Arrived Monthly Report

• Agent Correspondence Report

Writing your own reports for messaging

The messaging software is not designed to allow customizing of reports and, therefore, you are not expected to modify the standard reports provided with the messaging software.

If you have different reporting needs, you may elect to write your own reports, using the schema published by Avaya.

With the exception of agent processing times, all report time values are truncated to minute granularity. If you need a more granular report, you should use the data stored directly and write your own report.

Drill down to single message

You can drill down from a message search or report result listing of multiple messages to a single message through the message tracking number.

Reports can only be accessed through a bookmark supplied by your administrator. This bookmark will take you to the Message Care Report and Search page.

Following are the Localized URLs for the Supervisors Reports Page:

• US English: http://{MC_server_domain}/mcreport/en-US/Reports.asp

• German: http://{MC_server_domain/mcreport}/de/Reports.asp

• French: http://{MC_server_domain/mcreport}/fr/Reports.asp

• Colombian Spanish: http://{MC_server_domain/mcreport}/es-CO/Reports.asp

• Brazilian Portuguese: http://{MC_server_domain/mcreport}/pt-BR/Reports.asp

• Italian: http://{MC_server_domain/mcreport}/it/Reports.asp

• Japanese: http://{MC_server_domain/mcreport}/ja/Reports.asp

Illustration

The following illustration displays an example of the Message Care Report and Search page:

Save reports to a file

You can save any message report to a file.

This capability may be provided by using functionality provided in your browser.

Print reports

You can print a message report. When setting your print options, your print orientation should always be set to landscape.

This capability may be provided by using functionality provided in your browser.

Things to know about generating reports

The following list provides useful information about generating reports:

• When generating a report, you cannot choose ALL mailboxes and then specify specific mailboxes. You must either select ALL mailboxes or a set of specific mailboxes.

• When generating the mailbox report, the number of messages in the Blocked or Failed state for a particular mailbox are shown only if there is at least one Closed message for the mailbox.