The Forwarding Analysis - By Topic report provides a summary of messages forwarded by the selected agent with columns for each type of forward. This is a drill-through report from the By Agent report, and shows activity only for the selected agent.  It shows the number of forwarded messages by topic, which helps to determine whether messages are not being properly queued and must be re-queued by agents.

 

Setup Required

There is no setup required. The report uses standard iService audit trail information.

 

Parameter Selection

This is a drill-through report from the Forwarding Analysis by Agent report. The parameters are obtained from parent report, but can also be entered manually to evaluate a single agent.

 

Report Example