RBCHATVL

Agent Chat Volume Report

Provides, during the specified date range, the total number of chat sessions that were hosted by the selected agent of the selected queue. The report shows individual numbers for sessions of these statuses: handled, abandoned, and transferred.

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RB_CHAT_VOLUME_RPT

RBAGCASE

Cases Created by Agents

Provides, during the specified date range, the total number of cases that are created for emails by the selected agent. For each case, the report shows the mailbox ID, agent's person ID and the creation date of the case.

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Select the Cases created by agent process on the Process Scheduler Request page.

RB_ERMS_EFFEC_RPT

RBAGRESP

Agent Responses by Agent

Provides, during the specified date range, the total number of email responses that are made by the selected agent. For each response, the report shows the mailbox ID, agent's person ID and the date when the response was made.

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Select the Agent Responses to emails process on the Process Scheduler Request page.

RB_ERMS_EFFEC_RPT

RBAGCLSD

Emails Closed after Due Date by Agent

Provides, during the specified date range, the total number of emails that are closed by the selected agent after the deadline. For each email, the report shows the agent's user ID, email ID, mailbox ID, the email due date and the actual close date of the email.

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Select the Emails closed by agent process on the Process Scheduler Request page.

RB_ERMS_EFFEC_RPT

RBAGSOL

Solution Attached by Agent

Provides, during the specified date range, the total number of solutions that the selected agent has associated to emails. For each email, the report shows the mailbox ID, agent's user ID, and the actual date that the email was sent. This report includes all the sent emails (for which interactions are generated) that have solutions associated to them. For emails that are associated with solutions but are not sent, they are excluded from the report because they don't get logged as interactions.

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Select the Solutions attached by agent process on the Process Scheduler Request page.

RB_ERMS_EFFEC_RPT

RBTMPUSG

Templates Usage

Provides, during the specified date range, the top ten (if available) correspondence templates that are used by emails that belong to the selected mailbox. The report shows the name of the template package and the number of times that it has been used.

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RB_TOP_TEN_TMP_RPT

RBAFTRDD

Emails Closed after Due Date by Mailbox

Provides, during the specified date range, the total number of emails in the selected mailbox that are closed after the deadline. The report shows the email due date, the actual email close date, the current worklist to which the email was associated, and the agent's person ID.

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Select the Emails closed after due date process on the Process Scheduler Request page.

RB_ERMS_VOL_RPT

RBAGNTRE

Agent Responses by Mailbox

Provides, during the specific date range, the total number of email responses that occurred in the selected mailbox. The report shows the date when the email response was made, the agent's user ID and the person ID.

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Select the Agent Responses process on the Process Scheduler Request page.

RB_ERMS_VOL_RPT

RBEMTHRD

Email Threads

Provides, during the specified date range, the total number of email threads that were created in the selected mailbox. A thread is established when an incoming email is a reply to an agent's email. For example, if an agent sends an email and the customer responds to it, this correspondence is counted as a thread for that email. This report takes into account only the first thread of an email, which means regardless of how many emails are included subsequently in the thread, it's still counted as one thread.

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Select the Email Threads process on the Process Scheduler Request page.

RB_ERMS_VOL_RPT

RBTTLEML

Total Emails - Non Spam

Provides, during the date range, the total number of non-spam emails in the selected mailbox. The report shows the mailbox ID and the date when the email was added to it.

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Select the Total Emails - non spam process on the Process Scheduler Request page.

RB_ERMS_VOL_RPT

RBMBCASE

Cases Created

Provides, during the date range, the total number of cases that were created for emails in the selected mailbox. The report shows the mailbox ID, agent's person ID and user ID, and the date when the case was created.

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Select the Cases created process on the Process Scheduler Request page.

RB_ERMS_INT_RPT

RBMBROBJ

Related Objects

Provides, during the date range, the total number of related transactions that were created for sent emails in the selected mailbox. The report shows the mailbox ID, agent's person ID and user ID, and the date when the transaction was created. Emails must have interactions created for them to be included in this report. Unsent emails, even if they have transactions associated to them, are not shown in this report because the system does not create interactions for them.

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Select the Related Objects process on the Process Scheduler Request page.

RB_ERMS_INT_RPT

RBMBSOL

Solutions Attached by Mailbox

Provides, during the specified date range, the total number of solutions that were associated with emails in the selected mailbox. For each email, the report shows the mailbox ID, agent's user ID, and the actual date that the email was sent. Same as the RBAGSOL report, emails must have interactions created for them to be included in this report. Unsent emails, even if they have solutions associated to them, are not shown in this report because the system does not create interactions for them.

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Select the Solutions attached to emails process on the Process Scheduler Request page.

RB_ERMS_INT_RPT