Emails answered to customer after a time

[cavagnaro]

Hi guys,
We have a customer who wants to get a report on how many emails where answered after two days since it arrived to the CC.
Any idea on how to do this? I'm kinda lost in email reports yet....
Thanks !

[René]

Hi Cav,

One of my customer had similar request in the past and I solved it using custom table filled from routing strategy (record created when interaction enters Genesys Multimedia, updated when response is sent). It isn't the best solution but it fulfilled customer's requests and that time Interaction Concentrator wasn't available.

So the easiest solution would be using Interaction Concentrator/Info Mart and get such information from IM database. If customer doesn't have ICON/IM then you can try the same solution as described above.

In theory, there is a solution based on CC Analyser as well. You have to store date (e.g. using IRD function GetUTC[]) when interaction was received by system to UserData. When sending out the answer you will read this date, compare with current one and if it's over 2 days you can report this interaction on some special Virtual Queue for very short time (1 sec.). So at the end you will have VQ used for reporting emails answered after 2 days.

R.

[Adam G.]

The data is in one of the main UCS tables (arrival time and answer time). I wrote a Hyperion report a few years back to extract this info. Unfortunately I don't have the report to hand to give you the exact fields.

Pavel

[cavagnaro]

Nice Pavel, René, both ideas are great. Now customer got more fancy, In CCPulse wants to see the maximum time of an email unanswered...is this possible?

[René]

Pavel wrote:
[quote]The data is in one of the main UCS tables (arrival time and answer time). I wrote a Hyperion report a few years back to extract this info. Unfortunately I don't have the report to hand to give you the exact fields.[/quote]
It's true but that information isn't very useful. It tells you only that incoming email was answered by an agent at some time. But that doesn't mean the answer (reply) was sent to customer! Using this way you can get data that customer will like but these won't be related to reality in any way....

[quote]Now customer got more fancy, In CCPulse wants to see the maximum time of an email unanswered...is this possible?[/quote]
There is one Java statistic available - Age of oldest email - but that one is related to tenant.

R.

[Adam G.]

I think Rene is right (as usual).

None-the-less, from the MCR_UCS database, if we assume that Interaction.Startdate is the time the interaction was received and Interaction.Enddate is when the email was answered (this last assumption is up for argument). We can use the following sql:

SELECT COUNT(DISTINCT(Interaction.Id))
FROM From.Interaction WHERE (Interaction.Enddate >= DATEADD(hour,48,Interaction.Startdate))

Attached a bqy file with this query in.

Obviously you'll have to put a limit in for the period you want to report on, i.e. emails received week commencing xxxxx.