.Outbound - Email Dashboard vU16

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. 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 Outbound - Email.

2. View the following KPIs on the dashboard:

   Field	Description
   Outbound Emails	Total number outbound emails for the specified filter criteria.
   Open Rate	Percentage of emails that were opened by the recipients.
   Unsubscribe Rate	Percentage of recipients who unsubscribed to emails.
   Suppression Rate	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 rejects the emails sent to that address.
   Bounce Rate	Percentage of emails that bounce back.

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

Viewing Insights

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

To view further details of the insights by using measures 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 Outbound - Email.
2. On the upper-right corner of the dashboard, click  and then click Export to PDF.

The dashboard gets exported.

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 Outbound - 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, if you want to change the subject, edit the existing subject line.
5. In the Message field, if you want 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 the timezone you are in.
7. From the Repeats drop-down, select a frequency for the emails.
8. Click Schedule.