Cisco Cisco Unified Intelligent Contact Management Software User Guide

C H A P T E R

3-1

Cisco ICM Software WebView User Guide

OL-3331-01

Reporting on E-Mail Manager

WebView for E-Mail Manager provides detailed information about e-mail activity in the contact center.
Each reporting category in WebView for E-Mail Manager contains a template used to generate historical
reports on E-Mail Manager data.

This chapter describes the different reporting categories and corresponding templates.

Note

Unlike ICM software WebView, WebView for E-Mail Manager reports only on E-Mail Manager details.

Table 3-1

Cisco E-Mail Manager Reporting Categories and Templates

Reporting
Category

Available Template

Provides Statistics on . . .

Use this Category If . . .

Agent

agent_performance

Agent message volume,
response time, agent actions,
and work time.

You need to view data for
only specific agents in the
contact center.

Global System
Performance

system_performance

The global system,
including messages
received, auto and agent
responses, manual and auto
archives, average handle
time, new messages, and the
number of messages active
in queues.

You need a high-level
overview of contact center
performance.

Skill Group

skill_group_
performance

Skill group queue message
volume, response time,
agent actions, and work
time.

You need to view data only
for specific skill groups.

System
Performance
By Category

system_performance_
by_category

Message volume, response
time, and work time by
message category.

You need to view data only
for specific categories.

System
Performance
By Mailbox

system_performance_
by_mailbox

Message volume, response
time, and work time by
POP3 mailbox view name.

You need to view data for
E-Mail Manager mailboxes.