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The Outbound - Email dashboard displays the analytics data of specific Key Performance Indicators (KPIs) of inbound and outbound calls. 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:

1. Go to the Analytics tab and click Outbound - Email.

2. 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.
   Message Template Name	Name of the email template.
   Campaign Name	Name of the campaign.

After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.

Viewing KPIs

KPIs allow you to analyze outbound 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:

1. Go to the Analytics tab and click Customer Care - Email.

2. View the following KPIs on the dashboard:

   Field	Description
   Outbound Emails	The number of total outbound emails for the specified filter criteria.
   Open Rate	The percentage of emails that were opened by the recipients.
   Unsubscribe Rate	The percentage of recipients who unsubscribed emails.
   Suppression Rate	The number of times the senders act upon the recipient's choice of opting out of an email list or when the recipient’s email server or service provider has rejected the emails sent to that address.
   Bounce Rate	The percentage of emails that are bounced back.

3. If you want to set an alert for a KPI, click the bell icon Image Modified on the KPI.
4. Specify when do you want to receive the alert and then click Set Alert.

Exploring Insights

The dashboard displays outbound email volume insights, insights related to click rate, and insights related to email stats:

...

1. On the insight, click the ellipsis icon () and then click Explore from here.
2. An untitled insight opens.

3. Customize the insight by dragging and dropping measures and attributes from the data zones.

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   For more information about creating and customizing insights, see Create insights. For more information about different types of insights, see Insight types.