Introduction
You can monitor the email channel for an enterprise, call center, or service through the Email section of the monitor dashboard. The Email section represents the email channel. It provides an overview of the current state of unattended email campaigns across the enterprise, call center, or service that you have selected.
By default, the outbound statistics appear 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 field, which contains a list of all active campaigns.
- 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.
Statistic Descriptions
The following table describes the statistics that appear on the email monitor dashboard for active email campaigns.
| Data | 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 data, 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. |