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:
- Go to the Analytics tab and click Outbound - 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. 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:
- Go to the Analytics tab and click Customer Care - Email.
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. - 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 outbound email volume insights, insights related to click rate, and insights related to email stats:
| Insight | Description |
|---|---|
| Outbound Emails and Open Rate Trend | Displays insights related to outbound emails and the number of emails that the recipients opened. |
| Email Click Rate Trend | Displays insights related to the percentage of links that the recipients clicked from the opened mails. |
| Email Volume and Open Rate by Message Template | Displays insights related to the number of emails sent and the open rate by message template. |
| Email Stats by Campaign | Displays insights related to outbound emails, open rate, and click rate by campaign name. |
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.