New

The button to view actions from Email contacts that are not routed to an agent.

Avaya Analytics™ reports these contacts as new contacts when queuing. When alerting on Avaya Workspaces, they are offered or alerting.

Open

The button to view actions from Email contacts that are answered by an agent and are in progress.

Avaya Analytics™ reports these contacts as active or answered contacts.

Transferred To Service

The button to view actions from Email contacts that are transferred to a service.

These are effectively new contacts that are not routed to an agent. When an agent answers, they are marked as open.

Avaya Analytics™ reports these contacts as new transferred-to-service or waiting contacts.

Transferred To User

The button to view actions from Email contacts that are transferred to an agent.

Avaya Analytics™ reports these contacts as new transferred-to-user contacts.

Failed

The button to view actions from Email contacts that failed to be routed to an agent.

Avaya Analytics™ reports these contacts as completed. If there is one failed Email contact listed here, Avaya Analytics™ reports 0 waiting or new contacts.

Closed

The button to view actions from Email contacts that are answered by an agent and are closed.

Avaya Analytics™ reports these contacts as completed, offered, and answered contacts.

Agent Replied

The button to view actions from Email contacts to which an agent has replied.

Avaya Analytics™ reports these contacts as completed and replied.

In Queue

The button to view actions from email outbound Email contacts that are ready to be sent.

Avaya Analytics™ reports these contacts as the contacts that are waiting but not offered.

Not Sent

The button to view actions from email outbound Email contacts that was not sent because of a reason such as invalid address.

Avaya Analytics™ does not display these contacts.

Agent Created

The button to view actions from adhoc Email contacts that are created by an agent.

Avaya Analytics™ reports these contacts as adhoc emails.

Failed

The button to view actions that failed to be sent out to an external transcript filtering service.

Avaya Analytics™ does not display these contacts.

Successful

The button to view actions that are successfully sent out to an external transcript filtering service.

Avaya Analytics™ does not display these contacts.

Permanently Failed

The button to view actions that permanently failed to be sent to an external transcript filtering service.

The Email Service repeatedly failed to send the transcript over a 30-day period.

Avaya Analytics™ does not display these contacts.

Approved

The button to view the emails subject to email approval by an approver, and approved, and sent to the customer.

Avaya Analytics™ reports these contacts as completed, approval review approved, and work approved.

In Approval Process

The button to view the emails that are currently in the approval process, either waiting for an approver to review; or waiting for an agent to re-draft after an approver rejected it.

Avaya Analytics™ reports these contacts as contacts waiting for approval but not answered, or contacts waiting for rework but not answered.

Rejected and Closed

The button to view the emails rejected by an email approver, and subsequently closed by an agent. These emails were not sent to the customer.

Avaya Analytics™ reports rejected contacts as completed, approval review rejected, and work rejected. Rejected contacts subsequently closed by an agent are reported as completed and rework closed.

Forwarded

The button to view the emails that are forwarded to other recipients.

Avaya Analytics™ reports these contacts as answered, completed, and forwarded.

Deferred

The button to view the emails that are deferred.

Avaya Analytics™ reports these contacts as contacts waiting for approval, not answered, or deferred.