Agents Correspondence Report 

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Description

The Agents Correspondence Report displays a listing of all outbound messages created by a given agent. A log entry is created as soon as the agent either replies directly to a customer or forwards a message to an SME. The Agents Correspondence Report is an effective tool for supervisors to measure the quality of an agent's work.

Illustration

The following illustration displays a sample Agents Correspondence Report:

Generate an Agents Correspondence Report

To obtain an Agents Correspondence Report, do the following:

1. From the Message Care Report and Search page, click the Agent Correspondence Report link. This brings up the Enter Criteria for Agent Correspondence Report page.

2. Enter an Agent ID and define a period (between two dates and times) during which the messages were sent.

3. Select the database (Current or Archive) from which you want to produce the report. If your contact center has multiple archives, then you can specify the archive from which you want to report (from the Archive pull-down list).

4. Click on the Generate Report button to view the report.

Result categories on the Agents Correspondence Report

The following report result categories appear on the Agent Correspondence Report:

• Tracking #

• Sent Time

• Message

• Destination Email Address

• Subject