How to process messages

Message View Web page

Introduction

The Message View Web page is used to view a message from the Search Result Web page and Real Time Snap-Shot Reports Results Web page.

The viewing capability allows you to view a message without being active on a message.

Why view a message?

Viewing a message is useful for the following:

Determining how a message was processed

Viewing similar messages to perhaps reuse replies sent to the customer

Evaluating agent responses

Illustration

The following illustration is an example of a View Web page arrived at through the Search Results Web page:

Search Results View Web page fields

The following table describes the fields found on the Search Results View Web page:

Fields Description

Status This field provides the status of the message (Blocked, Launched, Active, Suspended, Overflowed, Closed, or Failed).

Reason This field provides the reason chosen when the message was suspended or closed.

Agent This field provides the ID of the last agent who worked on the message.

Originator This field identifies the name of the person who created the message.

From This field identifies the email address of the originator. The messaging software uses this email address to populate the To field in a reply message.

Subject This field provides the subject of the message.

Attachments This field represents the links that identify file attachments contained in the message. Based on your browser's functionality, you are either prompted to open or save the attachment when you click on its link. If you cannot view a file attachment, contact your system administrator.
If the message does not have any attachments, then the Attachments field will not appear.

Received This field provides the time and date the message was retrieved by the messaging software.

Related Responses This field identifies the number of related responses. Related responses include messages forwarded to other people (for example, an SME or an agent), and reply messages sent by the customer. Use the History option to view related responses.

Mailbox This field identifies the �friendly name,� as administered in the messaging software, for the mailbox that received the message.

Text Box area This field provides the actual message from a customer. If the text box area is blank, then the message is most likely a fax message, especially if there is a file attachment.

Illustration

The following illustration is an example of a View Web page arrived at through the Real Time Snap-Shot Report Results Web page:

Snapshot Report Results View Web page fields

The following table provides a description of the fields found on the Snapshot Report Results View Web page:

Fields Description

Track # This field provides the tracking # of original message.

Status This field provides the status of the message (Blocked, Launched, Active, Suspended, Overflowed, Closed, or Failed).

Time This field provides the time and the date the message entered the current status.

Agent This field provides the ID of the last agent who worked on the message.

Reason This field provides the reason chosen when the message was suspended or closed.

Speed of Answer This field provides the interval between the time when the message was received to the time when the message was answered by an agent.

Processing Time This field provides the total time the message was active while the message was being processed. For example, if two agents worked on the same message, then the processing time reflects the total processing time of both agents.

Suspend Code This field provides the number of times the message was suspended.

Touch Count This field provides the number of times the message was active at an agent.

Retry Count This field provides the number of call attempts that occurred while processing the message.

Originator This field identifies the name of the person who created the message.

Received This field provides the time and date the message was retrieved by the messaging software.

From This field identifies the email address of the originator. The messaging software uses this email address to populate the To field in a reply message.

Mailbox This field identifies the �friendly name,� as administered in the messaging software, for the mailbox that received the message.

Subject This field provides the subject of the message.

Attachments This field represents the links that identify file attachments contained in the message. Based on your browser's functionality, you will either be prompted to open or save the attachment when you click on the link. If you cannot view a file attachment, contact your system administrator.
If the message does not have any attachments, then the Attachments field will not appear.

Related Responses This field identifies the number of related responses. Related responses include replies sent to the customer, messages forwarded to other people (for example, an SME or an agent), and messages sent by the customer. Use the History option to view related responses.

Text Body area This field provides the actual message from the customer. If this area is blank, then the message is most likely a fax message (especially if there is a file attachment).

Things to know about viewing a message

The following subjects provide background information about the viewing capability in the messaging software:

When can I view a message?

Can I modify a message while I am viewing it?

Does CMS gather statistics on a message that I am viewing?

Can I receive a new message while viewing an existing message?

When can I view a message?

You can view a message regardless of the message's current state. And, you do not have to be the active agent on that message to view it.

Can I modify a message while I am viewing it?

Viewing a message is a read-only operation. While viewing a message, you cannot modify any information related to that message. To modify a message you are viewing, you must first retrieve it.

Does CMS gather statistics on a message that I am viewing?

When you view a message, Call Management System (CMS) statistics are not gathered on the time spent viewing the message.

Can I receive a new message while viewing an existing message?

While viewing a message, you are available to receive a new message call if you are in an available ACD state (Auto-In or Manual-In) on your voice terminal. If you do not wish to receive calls while viewing a message, make yourself unavailable to receive ACD calls by using your voice terminal to enter the Auxiliary work (AUX) or After Call Work (ACW) mode.

View a message

To view a message from the Search Results Web page or the Snapshot Report Results Web page, do the following:

After you have conducted a search and received the Search Results Web page or generated a report and selected the mailbox for which you want to view Report Results, click on either the Tracking #, Time Entered In Status, or Subject link of the message you want to view. The Original Message View Web page appears.

From the Original Message View Web page you can do the following:

Retrieve the message by clicking on the Retrieve button if available.

View the history of the message by clicking on the History button.

Go back to the Search Results Web page by clicking on the Back button.

Conduct a new search by clicking on the Search button.

Copyright © 2001
Avaya Inc.
All rights reserved.
Modified: March 19, 2001

Fields	Description
Status	This field provides the status of the message (Blocked, Launched, Active, Suspended, Overflowed, Closed, or Failed).
Reason	This field provides the reason chosen when the message was suspended or closed.
Agent	This field provides the ID of the last agent who worked on the message.
Originator	This field identifies the name of the person who created the message.
From	This field identifies the email address of the originator. The messaging software uses this email address to populate the To field in a reply message.
Subject	This field provides the subject of the message.
Attachments	This field represents the links that identify file attachments contained in the message. Based on your browser's functionality, you are either prompted to open or save the attachment when you click on its link. If you cannot view a file attachment, contact your system administrator. If the message does not have any attachments, then the Attachments field will not appear.
Received	This field provides the time and date the message was retrieved by the messaging software.
Related Responses	This field identifies the number of related responses. Related responses include messages forwarded to other people (for example, an SME or an agent), and reply messages sent by the customer. Use the History option to view related responses.
Mailbox	This field identifies the �friendly name,� as administered in the messaging software, for the mailbox that received the message.
Text Box area	This field provides the actual message from a customer. If the text box area is blank, then the message is most likely a fax message, especially if there is a file attachment.

Fields	Description
Track #	This field provides the tracking # of original message.
Status	This field provides the status of the message (Blocked, Launched, Active, Suspended, Overflowed, Closed, or Failed).
Time	This field provides the time and the date the message entered the current status.
Agent	This field provides the ID of the last agent who worked on the message.
Reason	This field provides the reason chosen when the message was suspended or closed.
Speed of Answer	This field provides the interval between the time when the message was received to the time when the message was answered by an agent.
Processing Time	This field provides the total time the message was active while the message was being processed. For example, if two agents worked on the same message, then the processing time reflects the total processing time of both agents.
Suspend Code	This field provides the number of times the message was suspended.
Touch Count	This field provides the number of times the message was active at an agent.
Retry Count	This field provides the number of call attempts that occurred while processing the message.
Originator	This field identifies the name of the person who created the message.
Received	This field provides the time and date the message was retrieved by the messaging software.
From	This field identifies the email address of the originator. The messaging software uses this email address to populate the To field in a reply message.
Mailbox	This field identifies the �friendly name,� as administered in the messaging software, for the mailbox that received the message.
Subject	This field provides the subject of the message.
Attachments	This field represents the links that identify file attachments contained in the message. Based on your browser's functionality, you will either be prompted to open or save the attachment when you click on the link. If you cannot view a file attachment, contact your system administrator. If the message does not have any attachments, then the Attachments field will not appear.
Related Responses	This field identifies the number of related responses. Related responses include replies sent to the customer, messages forwarded to other people (for example, an SME or an agent), and messages sent by the customer. Use the History option to view related responses.
Text Body area	This field provides the actual message from the customer. If this area is blank, then the message is most likely a fax message (especially if there is a file attachment).