Mailbox Report 

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Description

The Mailbox Report shows message conditions for the mailbox(es) and time period you requested. It includes data on messages having an Overflowed status, including the amount of time the messages remain in that condition.

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

Illustration

The following illustration displays a sample Mailbox Report:

Generate a Mailbox Report

To obtain a Mailbox Report, do the following:

1. From the Message Care Report and Search page, click the Mailbox Report link. This brings up the Select Criteria for Mail Box Report page.

2. Select specific mailboxes or all mailboxes and define a 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 Mailbox Report

The following report result categories appear on the Mailbox 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. Messages arriving in a mailbox are delivered to the agent through a DAC, thus collecting CMS statistics.

• Closed�a status which indicates that no additional processing by an agent is required. All closed messages require a 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 sum of all agent work time for a selected message. For example, if the touch count = 1, the message was closed by the first agent.

• Avg. Close Time Hr|Min�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.

• Retry Count�the number of call attempts required to deliver a message to an agent. Call attempts include the first time a message was delivered, expiration of suspension timers, agent retrieval requests, and delivery of message responses. The Retry Count also counts the number of times a call was dropped by DEFINITY ECS vector programming.

• Suspend Count�the number of times any message was in the suspended state.

• Blocked Count�the number of messages in the blocked state.

• Failed Count�the number of messages in the failed state.

Tips for interpreting Mailbox Reports

The goals of the mailbox report are to allow a system administrator to understand the workload offered by each mailbox and to identify any potential capacity constraints in the system. The following guidelines are offered to help understand how such report information may be used.

• If the Retry Count is large, you should look at why calls are being dropped. Possible causes include vectors limiting the number of calls queued for a certain agent skill or a lack of resources to launch the call.

• The difference in the value of closed messages and those messages with a Touch Count > 1, is the number of messages closed by the agent who first received the work. A large value in Touch Count > 1 indicates that the message has gone through multiple active states. This may result from a message returning from a suspended state more than once or a message being transferred more than once.

• A large Suspend Count indicates that agents either have to suspend message processing to await a response from an SME or are suspending message processing to perform other work, for example, to service real-time calls.