Introduction

The Messagebox Resource report is an important tool for contact centre supervisors, especially those with 'System Access' authorisation. This report provides real-time insights into the status of selected message boxes, including the number of read and unread messages and the disk space usage on the UCS server. Supervisors can use this data to manage message box efficiency and ensure optimal storage utilisation.

Report Structure

The report consists of the following key sections:

Header

Name: The report name as defined during report creation.

Original Report Type and Report Period: Indicates the type of report and the period it covers.

Selected Messageboxes: Lists the message boxes included in the analysis.

Per MessageBox

For each selected message box, the following data points are presented:

Messagebox Name: The name of the message box being analysed.

Number: The identifier number of the message box.

Unread: The number of messages that have not yet been read.

Read: The number of messages that have been opened and read.

Disk Usage in KB: The disk space occupied by the message box on the UCS server.

Total

Provides the overall totals for each category throughout the report period.

Footer

Indicates the date and time when the report was generated.

Use Case Example

A contact centre supervisor reviews the Messagebox Resource report to monitor storage usage on the UCS server. The report reveals that a particular message box contains a high number of unread messages and is occupying significant disk space. To address this, the supervisor initiates a clean-up process, instructing agents to review and categorise the messages. Additionally, the supervisor sets up an archiving policy to manage message storage more efficiently.

In the following report, the number of unread messages is reduced, and disk usage is optimised, indicating improved message box management.

Conclusion

The Messagebox Resource report helps supervisors maintain efficient message box management by providing insights into message status and storage usage. Regularly reviewing this report ensures that message boxes are well-organised and storage capacity is effectively managed.