Messaging software 

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Overview

The messaging software provides several reports that focus specifically on end-to-end information about messages routed through the messaging software. These reports get their information from the database that logs and stores all information recorded during each step in processing a message.

How message tracking works

Message tracking occurs through an Open Database Connectivity (ODBC) database that stores received messages, outbound customer replies, information received from Subject Matter Experts (SMEs), plus selected header and status information on each message. The report output is created from Common Gateway Interface (CGI) scripts. This provides the contact center with data for historical as well as comparative evaluation.

CMS can be used to collect statistics for message-based calls, thus providing reports on the number of message calls handled, processing time for a message, and the relative efficiency of various types of customer contact.

The messaging software provides end-to-end tracking of the message process including the following message states:

• Overflowed

• Launched

• Active

• Suspended

• Closed

• Failed

• Blocked

Message processing statistic�CMS versus the messaging software

Reports track new or original messages; therefore, values such as average speed of answer reference the time an original message was retrieved and first delivered to an agent. The messaging software does not report on subsequent delivery times of responses from SMEs or the time spent queuing prior to launching a call when a suspension timer expires. In general, CMS reports display statistics regarding agent work time and message call volumes; and the messaging software reports display statistics regarding the specifics of end-to-end message processing, including capturing details on how agents perform.

CMS reports display the following statistics:

• Total ACD talk time spent processing message calls per skill.

• The amount of calls answered by an agent.

• If vectors have been designed to limit the calls queued per skill, then CMS reports display how many times a vector dropped a message call.

Message reports display the following statistics:

• Total agent work time for a specific message call. Even if that message call was touched by multiple agents, the messaging software will track the total work time of all of the agents.

• Delivery time to an agent.

• Total message processing time.

• Message service objectives, including delivery, processing, and time to close.

The statistics in your CMS reports may differ from the same statistics in your messaging reports. This can happen for several reasons:

• CMS begins tracking only at the point where a message call enters the DEFINITY ECS queue. Thus there is no CMS information on the time that messages spend in the Overflowed state.

• CMS stops tracking when the message call ends. Thus there is no CMS information on the time while messages are Suspended or when message calls are queued for delivery within the messaging software.

• The messaging software may initiate multiple message calls in the handling of a message. For example, once a message call is suspended, the messaging software launches a new message call each time it goes into the queue again. Messaging statistics tie all of these message calls together and report on them under the same original email message. Thus the CMS count of message calls can differ from the number of messages actually handled.