Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
Email Agent Activity Report
The Email Agent Activity Report shows summary statistics for e-mail activity for
the selected e-mail enabled agents and date interval in daily time buckets.
the selected e-mail enabled agents and date interval in daily time buckets.
The Email Agent Activity Report includes a table that shows the following
information for each date in the report range:
information for each date in the report range:
Field
Description
Agent Name
The name of the agent to which the e-mails were routed. Please note that this
name only appears once for each agent at the first date in the interval.
name only appears once for each agent at the first date in the interval.
Date
Date of each day in the interval.
Login Time
Time agent was logged in during the interval.
E-Mail Not Ready
Time
Time
Time agent spent in the E-Mail Not Ready state during the interval.
E-Mail Ready Time
Time agent spent in the E-Mail Ready state during the interval.
E-Mail Processing
Time
Time
Time agent spent in the E-Mail Processing state during the interval.
Retrieved
Number of e-mails that the agent retrieved during the period. The route date
time determines whether the e-mail falls within the interval.
time determines whether the e-mail falls within the interval.
Requeued
Number of e-mails that the agent requeued during the period. The requeue date
and time determines whether the e-mail falls within the interval.
and time determines whether the e-mail falls within the interval.
Transfer Out
Number of e-mails routed to the agent and transferred by the agent. The transfer
date time determines whether the e-mail falls within the interval.
date time determines whether the e-mail falls within the interval.
Sent
Number of e-mails routed to the agent and then sent by the agent. The send date
time determines whether the e-mail falls within the interval.
time determines whether the e-mail falls within the interval.
Deleted
Number of e-mails routed to the agent and then deleted by the agent. The delete
date time determines whether the e-mail falls within the interval.
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.