Meridix inserts data to the Meridix database from a Trio text file when Meridix receive or fetch the file from the Trio system when it is available.
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Meridix fetches data from the Trio system when the data-file is available on Trio, then inserts the data into the Meridix database and present it to the customer. Information about emails is available for Meridix to present in statistics after the agent handles the emails.
When an email enters a Trio queue, a timestamp is inserted to the Trio call record
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file. Once an agent handles the email, a record is added to the Trio
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record file, which can be several days after
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the email has entered
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Trio queue.
So the information about the email is available for Meridix to present it in statistics after the agent handles the email.
Example
If two e-mails entered a queue on day 1, the first email handled on day 2 after it had entered the queue, and the second email handled on day 4 after it had entered the queue.
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Example
Two emails entered a Trio queue on the 3rd of March. The first email gets handled by an agent on 4th of March and the second email gets handled by an agent on 7th of March. If you log into the Meridix statistics on the 5th of March, you find only one email that has been handled on the 3rd of March. If you look into the statistics
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on the 9th of March, you
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find two emails handled
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on the 3rd of March.
The reason for this is that the call record is accessible to Meridix
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only once the agents have handled the call.