The Topic Summary Report counts all interactions that were received by the selected segment during the time frame specified. It displays their total by topic with a break out either by the type of interaction (customer emails, tickets, and ask a question forms), or by status of interaction (unassigned, answered, etc.).
Setup Required
There is no setup required. The report uses standard iService interaction information.
Parameter Selection
Select the segment and the time frame.
Report Example
By Type
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By Status
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Report Legend
Messages Unassigned - Customer requests which have not yet been resolved or assigned to an agent.
Messages Answered - Customer requests which have been resolved with a response sent by an agent.
Answered Externally - Customer requests which have been resolved with a response sent by an external (non-iservice) contact.
Messages Assigned - Customer requests which have not yet been resolved, but are currently in an agents personal queue.
Assigned Externally - Customer requests which have not yet been resolved, but are currently passed to an external agent contact.
Messages Resolved - Customer requests in which the "Save and Resolve" option was used to close an issue that didn't require an email response.
Resolved by Filter - Incoming email messages for which a filter responded or resolved the interaction instead of queueing for an agent.
The date range of this report is based on the date and time the customer request entered the iServiceCRM system.
