Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
Chapter 3 Description of Historical Reports
Report Details
3-78
Cisco Unified CCX Historical Reports User Guide, Release 8.0(1)
Email Inbox Traffic Analysis Report
The Email Inbox Traffic Analysis Report shows the number of e-mails received
for the selected e-mail addresses and time period in daily time buckets.
for the selected e-mail addresses and time period in daily time buckets.
The Email Inbox Traffic Analysis Report includes a table that shows the following
information for each date in the report range:
information for each date in the report range:
Requeued
Number of e-mails routed through the contact service queue to the agent that the
agent requeued during the period. The requeue date and time determines
whether the e-mail falls within the interval.
agent requeued during the period. The requeue date and time determines
whether the e-mail falls within the interval.
Transfer Out
Number of e-mails routed through the contact service queue to the agent and
transferred by the agent. The transfer date time determines whether the e-mail
falls within the interval.
transferred by the agent. The transfer date time determines whether the e-mail
falls within the interval.
Sent
Number of e-mails routed through the contact service queue to the agent and
then sent by the agent. The send date time determines whether the e-mail falls
within the interval.
then sent by the agent. The send date time determines whether the e-mail falls
within the interval.
Deleted
Number of e-mails routed through the contact service queue to the agent and
then deleted by the agent. The delete date time determines whether the e-mail
falls within the interval.
then deleted by the agent. The delete date time determines whether the e-mail
falls within the interval.
Total In Process
Time Sent
Time Sent
The sum of the In Process time over all e-mails included in the “Sent” column.
The In Process time is counted regardless of the interval in which it occurred.
The In Process time is counted regardless of the interval in which it occurred.
Average In Process
Time Sent
Time Sent
(Total In Process Time Sent / Sent) rounded to an integer.
Average On Desk
Time Sent
Time Sent
((Sum of (Get e-mail time - Sent time) over all e-mails in the “Sent” column) /
Sent) rounded to an integer. The on desk time is counted regardless of the
interval in which it occurred.
Sent) rounded to an integer. The on desk time is counted regardless of the
interval in which it occurred.
Field (continued)
Description (continued)
Field
Description
E-Mail Address
The e-mail address where the e-mails were sent to. Please note that the e-mail
address appears only once for each e-mail address on the first date in the
interval.
address appears only once for each e-mail address on the first date in the
interval.