How to navigate to this page> Typical display>
A Management Information report showing a summary of the inbound email handling.
Inbound Emails Panel
Shows real-time and historic information regarding emails handled by each email account.
| • | Email Account - the Email address on which the message was received; |
| • | Queuing - the number of emails currently awaiting processing; |
| • | Oldest - the age of the oldest email awaiting processing; |
| • | With Agents - the number of emails in progress with agents; |
| • | Received - the number of new emails that arrived; |
| • | Handled - the number of emails handled by agents; |
| • | Avg Duration - the average time from receipt to handled; |
| • | Max Duration - the maximum time from receipt to handled. |
Emails In Progress Panel
Shows real-time information regarding emails that are currently in progress, i.e. being held on the queue or have been routed to and are being handled by an agent. Once the agent has finished with the email it is removed from this display.
| • | Start Time - the date and time that the email first entered the rostrvm system; |
| • | Email Account - the email address to which the email arrived; |
| • | Customer - the customer email address from which the email was sent; |
| • | Subject - the subject field of the email (truncated to the first 50 characters); |
| • | Class - the call class assigned to this contact; |
| • | Queue - the queue through which this email arrives; |
| • | User Name - the user name of the agent handling the email (blank if still queued). |
From here you can:
| • | Delete As Junk/Spam - click the entry in the start time field and select this option from the drop-down menu to remove it from the queue; |
| • | Restore Email - click the entry in the start time field and select this option from the drop-down menu to move the email back to the queue; |
| • | View - click the envelope icon to the right of the entry to view the email contents. |