Question about e-mail routing/reporting

[vma]

Hi,
I have a generic question about routing/reporting. How would you implement this:
I have 40 mailboxes configured in ESJ. The client wants reporting about average time for resolving mails per mailbox. Since I can't filter java statistics is there an easier way than having an interaction queue for each mailbox? Do I have to create 40x3=120 interaction queues? (there are 3 overflows)

Thank you!

[YevgeniyP]

What is your definition of "average time for resolving mails"?
Does it include outbound email lifetime, handling by the agent? Do you have simple scenarion "one in one out"?

YP

[vma]

since we are not integrating any remedy or ticketing solutions we refer to only one e-mail, until the agent presses the Done button.

[YevgeniyP]

If you are ready to implement something custom and have Interaction server 7.6.1 or higher , you can use data in logging DB and DB extension from Reporting Toolkit.

YP

[vma]

from where do i get these extensions? I have access to all software from Genesys but I can't find the MM Reporting Toolkit. Made a request to genesys but i still wait for a response

[YevgeniyP]

It's not a product, but restricted package provided to PS or partners by request.
YP