Real Time Snap-Shot Report Web page 

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Introduction

The Real Time Snap-Shot Report displays current open (that is, any message that does not have a status of Closed) message activity. This includes messages in the Overflowed and Suspended state, thus providing a more complete picture of message activity than is possible through CMS statistics. Unlike other messaging reports, the Real Time Snap-Shot Report is not password-protected.

Purpose of the Real Time Snap-Shot Report

The purpose of a Real Time Snap-Shot Report is to provide you with current information on open message activity. This type of information can be useful to you when allocating resources to non-message call activities (for example, real-time calls, breaks, or administrative work).

Things to know about Real Time Snap-Shot Reports

The following subjects provides important information about Real Time Snap-Shot Reports:

Since the Snap-Shot report is a view of current open message activity, it will not report on any closed messages.

Because the Real Time Snap-Shot Report is based on current data, a drill-down request of the information presented may require that you request a refresh of the data.

For example, if you requested a Snap-Shot Report for all mailboxes at 11:00 and then at 11:15 drilled down to the message activity for a specific mailbox, the data in the report at 11:00 would no longer be current. To obtain the most current data, you would have to generate a new report using the same criteria and then immediately drill down to the information of interest.

During the time you request a Real Time Snap-Shot Report, the values that are generated (Overflowed, Launched, Active, Suspended) may not accurately represent the current value of all Open messages. This is because, during the time that the messaging software generated the report, agents continued to process messages and message states could have moved from Overflowed to Launched or from Active to Suspended.

You can retrieve or view messages identified through a Real Time Snap-Shot Report.

When requesting a Real Time Snap-Shot Report, you must select either one, all, or multiple mailboxes as your criteria.

You can print the Real Time Snap-Shot Report by using your browser's Print functionality. To view the entire report, use the Landscape option.

You can save the Real Time Snap-Shot Report in an HTML file by using your browser's Save function.

Because Real Time Snap-Shot Reports are generated on the same server that contains the messaging Web pages, performance problems could occur if you attempt to generate a snap-shot report during heavy message call traffic.

Illustrations

The following illustration is an example of the Real Time Snap-Shot Report for all mailboxes:

The following illustration is an example of drilling down to information for a specific mailbox from the Real Time Snap-Shot Report (in this example, a drill down to the dtc mailbox was conducted):

Generate a Real Time Snap-Shot Report

To generate a Real Time Snap-Shot Report, do the following:

1. From the Message Care Home Page, click on the Snap-Shot Report button.

   Result:
   

   The Select Criteria for the Real Time Snap-Shot Report Web page appears.

2. From the Mailbox drop-down list, select one, multiple, or all mailboxes for which you want to generate a report.

3. Click on the Generate Report button.

   Result:
   

   The Real Time Snap-Shot Report Web page appears with current mailbox data.

4. To display message-level data in a specific mailbox, click on a link for that specific mailbox.

   Result:
   

   The Report Results Web page appears with a listing of all open messages in that mailbox.

5. To view a specific message in the list of messages on the Report Results Web page, click on a link for that specific message.

   Result:
   

   The Original Message View Web page for that message appears.

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

   • Display the History for the message

   • Retrieve the message

   • Close the message

   • Return to the Reports Menu