The Customer Care - Email dashboard displays the analytics data of specific Key Performance Indicators (KPIs) of emails. You can use the advanced search option to filter the data related to KPIs. The KPIs are also presented as charts and you can create customized insights by using the charts.
Filtering Data
You can filter the data by using different parameters and view insights according to your selection.
To filter data:
- Go to the Analytics tab and click Customer Care - Email.
Filter the data by using the following filters:
Field
Description
Date Range Date range to filter KPIs. Campaign Type Type of the email campaign. Call Center Name Name of the call center to which the agent belongs. Service Name Name of the service assigned to the agent. Agent Team Name Name of the agent team. Agent Name Name of the agent.
After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.
Viewing KPIs
KPIs allow you to analyze emails. You can set alerts for KPIs so that an email is triggered when the KPI reaches the specified limit.
To view KPIs and set alert for KPIs:
- Go to the Analytics tab and click Customer Care - Email.
View the following KPIs on the dashboard:
Field
Description
Total Email Threads The number of total email threads for the specified filter criteria. Inbound Emails The number of inbound emails for the specified filter criteria. First Email Resolution Percentage of inbound emails that were resolved in one response.
First Response Time (Median Mins) After the first email is received, the amount of time taken by an agent to respond to the email. First Response Time SLA The percentage of emails that were responded to within 15 minutes.
Average Emails per Thread
The number of emails per thread. - If you want to set an alert for a KPI, click the bell icon
on the KPI. - Specify when do you want to receive the alert and then click Set Alert.
Exploring Insights
The dashboard displays email thread volume insights, insights related to the average number of emails per thread, and insights related to outcome.
| Insight | Description |
|---|---|
| New Email Threads and Inbound Messages by Hour | Displays insights related to new email threads and inbound emails by hour. |
| New Email Threads and Inbound Messages Trend | Displays insights related to total email threads and inbound emails by date. |
| Emails Per Thread Trend | Displays insights related to average emails per thread by date. |
| Emails Per Thread by Outcome | Displays insights related to total email threads and average emails per thread according to the resolved emails. |
To view further details of the insights by using measures and attributes available in the insight:
- On the insight, click the ellipsis icon (
) and then click Explore from here. - An untitled insight opens.
Customize the insight by dragging and dropping measures and attributes from the data zones.