Enghouse/Trio e-mail reporting

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 file. Once an agent handles the email, a record is added to the Trio record file, which can be several days after the email has entered Trio queue.

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 on the 9th of March, you find two emails handled on the 3rd of March.

The reason for this is that the call record is accessible to Meridix only once the agents have handled the call.