Cisco E-Mail Manager

A Cisco application that manages high volumes of customer inquiries submitted to company e-mailboxes or a Web site. E-Mail Manager accelerates the e-mail reponse process by automatically directing messages to the right agent or support team, categorizing and prioritizing messages, suggesting relevant response templates, and, if desired, sending automated replies. E-Mail Manager also provides contact center managers with queue management, reporting, and outbound marketing tools.

Cisco Independent Reporting database

A database used to store historical data for reporting. The data in Cisco E-Mail Manager WebView reports is gathered from this database.

historical data

Data collected at 5-minute and 30-minute intervals and stored in the Cisco Independent Reporting database.

print scheduler

A WebView feature that allows you to schedule the printing of a report. You can create, modify, and delete printing jobs through the print scheduler

report

The final presenation of data, titles, dates, times, and graphic elements either printed or displayed in a WebView page. Once a report is displayed on the screen, it can be saved as a report definition file.

report definition

A file that specifies the template(s) that the report uses to retrieve data. The report definition file also specifies any data retrieval arguments that the report includes (for example, dates, times, services, skill groups, etc.).

template

A file that specifies the types of data that a report displays and determines how the report displays the data (for example, in a graph, chart, or table).

Web browser

A tool used to view information displayed on the World Wide Web. You use a Web browser to view WebView reports.