You can monitor the email channel for an enterprise, call center, or service through the Email section of the monitor dashboard.
- To access the enterprise level, on the Monitor tab, click Call Centers (from the menu) > Call Centers.
- To access the call center level, on the Monitor tab, click Call Centers (from the menu) > Call Centers, and then select the required call center.
- To access the service level, on the Monitor tab, click Call Centers (from the menu) > Call Centers, select a call center, and then select the required service within the call center.
The Email tab represents the email channel and contains the following subtabs:
- Outbound: Provides an overview of the current state of unattended email campaigns across the enterprise, call center, or service that you have selected.
- Inbound: Provides an overview of the current email queues of agents in real time, including the status of the email threads across the enterprise, call center, or service that you have selected.
Outbound Subtab
The Outbound subtab contains the following statistics for active email campaigns.
| Statistic | Description |
|---|---|
| Delivered Rate | Percentage of emails that were delivered to customers. |
| Open Rate | Percentage of emails that were opened by customers. |
| Click Rate | Percentage of emails in which customers clicked a link. |
| Unsubscribe Rate | Percentage of emails from which customers unsubscribed. |
| Suppressed Rate | Percentage of emails that were suppressed due to the Do Not Call (DNC) list or the suppression list. |
| Bounced Rate | Percentage of emails that were not delivered to the customer. |
| Performance | A chart representing the performance of the email channel based on the above statistics, along with the number of launched (delivered) emails and the number of emails remaining to be launched. In the chart, the x-axis represents dates and the y-axis represents the number of emails that are delivered, opened, clicked, unsubscribed, suppressed, or bounced. |
By default, the outbound statistics appears for email campaigns that are run in the last 30 days. You can, however, change the length of the campaign by using the View Campaigns From drop-down list box, which contains the following options:
- Today's
- Last 7 days
- Last 30 days
- Last 90 days
In addition, you can select the campaign for which you want to view the outbound statistics by using the View Campaigns drop-down list box, which contains a list of all active campaigns.
Inbound Subtab
The Inbound subtab contains the following statistics for active email campaigns.
| Statistic | Description |
|---|---|
| Available Agents | Number of agents who are ready to respond to emails |
| Email Threads In Group Inbox | Number of email threads in the group inbox |
| Email Threads in Agent Inbox | Number of email threads in the inbox of the agents who are logged off |
| Unresolved Email Threads | Number of unresolved email threads, which includes threads in both the agent inbox and the group inbox |
| Resolved Email Threads | Number of resolved email threads |
| Total Email Threads | Number of all email threads, which includes both unresolved and resolved email threads |
In addition, the Inbound subtab contains the Email Inbox Monitor table with all email threads. The table contains the following columns.
| Column | Description |
|---|---|
| Profile | Contains an icon to view the Contact Details window of the customer who is a participant in the thread |
| Thread | Contains an icon to view the Email Thread window, which contains the entire email conversation that constitutes the thread |
| From | Contains the email address of the customer |
| Inbox | Contains the email address to which the customer sends an email |
| Subject | Contains the subject of the email |
| Thread Status | Contains the current status of the thread, which is one of the following values:
|
| Agent | Contains the name of the agent if the value in the corresponding Thread Status column is With Agent |
| Thread State | Contains the current state of the last message on the thread, which is one of the following values:
|
| Last Interaction Date | Contains the time stamp of the last interaction on the thread, represented in Eastern Time |
| Initial Interaction Date | Contains the time stamp of the first interaction on the thread, represented in Eastern Time |
You can filter the rows in the table by using the Search box.