Closure Code Report 

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Description

Closure codes apply only to the closed message state. When agents close a message, they must select a reason. The Closure Code Report shows how often each reason code gets used, for the mailbox(es) and the time period you request.

A closure code report may be requested for messages closed within a customer-specified time interval.

For each specified mailbox, the messaging software will search all closure codes and generate a report that lists the number of times a specific closure code was found for the specified mailbox.

Goals of the Closure Code Report

The Closure Code Report allows a system administration to compare code count, average speed of answer, average process time, average close time, and touch count for messages closed with different closure codes. Since messages may be routed differently, based on keyword searches of the message subject, delivery times may vary.

Illustration

The following illustration displays a sample Closure Code Report:

Generate a Closure Code Report

To obtain a Closure Code Report, do the following:

1. From the Message Care Report and Search page, click the Closure Code Report link. This brings up the Select Criteria for Closure Code Report page.

2. Select specific mailboxes or all mailboxes and define a between period (between two dates and times) during which the messages were closed.

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 Closure Code Report

The following report result categories appear on the Closure Code Report:

• Mailbox�a mailbox monitored by the messaging software used to collect messages which need to be serviced by an agent. Messages in this mailbox originate from either direct correspondence from a customer or replies to inquiries from SMEs within the contact center. Any messages arriving in a mailbox are delivered to the agent through a DAC, thus collecting CMS statistics.

• Closure Code�customer-defined, reason codes entered by an agent when closing a message.

• Code Count�the number of times messages were marked closed for a given closure code.

• Avg Speed of Answer Hr|Min�the average value from detection time to delivery time. This is limited to delivery of original message calls.

• Avg Process Time Hr|Min�the average of all agent work time for a set of messages with the same closure code.

• Avg. Close Time Min|Sec�the average time it took for an original message to be retrieved from the mail server and marked closed by an agent.

• Touch Count >1�the number of original messages whose touch count was greater than one. A touch count is the number of times a message call was active at an agent. The touch count is incremented when a message call is retrieved from the suspended state or when messages calls are transferred between agents.