CAD 8.0(2) SR2 email Historical report questions

[vinnypie]

for some agents the email sent is way more than the retrieved,

for instance Agent A, routed in =80 and sent is = 113, deleted = 27
but for other agents, such as Agent B routed in =80 and sent is = 17, deleted = 6

We're trying to determine just how the application calculates the numbers for e-mail reports.

We checked the particular agents Email Response Detail report, there is not a lot of sent emails listed but in the Email Contact Service Queue Agent Activity it is almost double the number

[Jerry Cody]

Look at this document, it explains the difference betwen the various reports. So for example:

On page 115 you see the email CSQ report and it shows all the fields and how they are calculated.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf