The Customer Care–Email dashboard displays the analytics data about specific Key Performance Indicators (KPIs) related to 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 customize the charts according to your requirement.

Filtering Data

You can filter the data using different parameters and view insights according to your selection.

To filter data:

  1. Go to the Analytics tab and click Customer Care - Email.
  2. Filter the data using the following filters:

    Field

    Description

    Date RangeDate range to filter KPIs.
    Campaign TypeType of the email campaign.
    Call Center NameName of the call center to which the agent belongs.
    Service NameName of the service assigned to the agent.
    Agent Team NameName of the agent team.
    Agent NameName 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:

  1. Go to the Analytics tab and click Customer Care - Email.
  2. View the following KPIs on the dashboard:

    Field

    Description

    Total Email ThreadsNumber of total email threads for the specified filter criteria.
    Inbound EmailsNumber 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)Amount of time taken by an agent to respond to an email after the first email is received.
    First Response Time SLA

    Percentage of emails that were responded to within 15 minutes.

    The response time is based on your Service-Level Agreement (SLA) definition. 

    Average Emails per Thread

    Number of emails per thread.
  3. To set an alert for a KPI, click the bell icon  on the KPI.
  4. Specify when 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 the hour. For example, you can configure

this insight to display how many emails were received and the number of total email threads in a specific hour.

New Email Threads and Inbound Messages TrendDisplays insights related to total email threads and inbound emails by date.
Emails Per Thread TrendDisplays insights related to average emails per thread by date.
Emails Per Thread by OutcomeDisplays insights related to total email threads and average emails per thread according to the resolved emails.

To view additional information about the insights using the metrics and attributes available in the insight: 

  1. On the insight, click the ellipsis icon  and then click Explore from here. The insight opens in a new window.
  2. Customize the insight by dragging and dropping measures and attributes from the data zones.

Exporting the Dashboard to PDF

You can export the dashboard to PDF. To export:

  1. Go to the Analytics tab and click Customer Care–Email.
  2. On the upper-right corner of the dashboard, click  and then click Export to PDF.

The dashboard is exported in PDF format.

Scheduling Emails

You can configure email delivery so that the dashboard is sent as an email attachment to the email ID you specify.

To schedule emails:

  1. Go to the Analytics tab and click Customer Care–Email.
  2. On the upper-right corner of the dashboard, click  and then click Schedule emailing. The Schedule email delivery window appears.


  3. In the To field, add the email ID of the recipient.
  4. In the Subject field, to change the subject, edit the existing subject line.
  5. In the Message field, to change the message, edit the existing message.
  6. From the First occurrence calendar, select a date and time on which you want to receive the first email.
    Emails are sent based on your time zone. 
  7. From the Repeats drop-down, select a frequency for the emails.
  8. Click Schedule.