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Provides metrics on how many email messages have been launched on a monthly basis. Expand below to learn about options for searching and how to interpret outcomes.

Specify the following options to generate the report. Only date range is required to generate the report and the rest of the fields are optional. These optional fields can be used to get specific records.

  • Date Range: Enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
    • Under the Range tab, you can select the date range.

    • Under the MultiSelect tab, you can select multiple sequential or non-sequential dates.

  • Call Center: Select a call center with a drop-down menu.
    • Multiple Call Center Selection – Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.
      • Search the required call center by typing the text in the Search textbox.
      • Click a call center from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all the available call centers to the Assigned column.
      • Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.
  • Service: A particular service can be selected using the service drop-down menu.  If a particular call center is selected prior to selecting a service, services available for that particular call center will appear.
    • Multiple Service Selection – Clicking on the link next to the Service drop-down menu will open the Select Service window:  
      • Search the required Service by typing the text in the Search textbox.
      • Click a service from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all available services to the Assigned column.
      • Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.

      • Click the Remove All button to remove all the assigned services. They will be moved to the Available column.

  • Service Type: Select the specific service for which you want to view the report. 
    • Multiple Service Type Selection – Clicking on the link next to the Service Type drop-down menu opens the Select Service Type window.
      • Search the required service by typing the text in the Search textbox.
      • Click a service from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all the available services to the Assigned column.
      • Click a service from the Assigned column to remove the assigned service type. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned services. They will be moved to the Available column.
  • Email Address: Displays the email address that is configured in Configure > Email > Email Channel.  
    • Multiple Code Selection – Clicking on the link next to the Email Address drop-down menu opens the Select Email Address window.
      • Search the required email address by typing the text in the Search textbox.
      • Click an email address from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all the available email addresses to the Assigned column.
      • Click an email address from the Assigned column to remove the assigned email address. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned email addresses. They will be moved to the Available column.
  • Campaign Type: Select the campaign type for which you want to view the report. 
    • Multiple Campaign Type Selection – Clicking on the link next to the Campaign Type drop-down menu opens the Select Campaign Type window.
      • Search the required code by typing the text in the Search textbox.
      • Click a campaign type from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all the available campaign types to the Assigned column.
      • Click a campaign type from the Assigned column to remove the assigned campaign type. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned campaign type. They will be moved to the Available column.

After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The following fields are available as report columns:

  • Date: Date when the email message was sent.
  • Call Center: Name of the call center.
  • Service: Name of the service.
  • Total number of Email: Cumulative count of emails in the Outbound Email and Inbound Email columns.
  • Outbound Email: Total number of outbound email messages.
  • Inbound Email: Total number of inbound email messages.
  • Mass Email: Outbound email messages that have the Campaign Type as EMAIL.
  • Agent Email: Outbound email messages that have the Campaign Type as MANUAL_EMAIL and Agent ID in the interaction.
  • Transactional Emails: Outbound email messages that have the Campaign Type as MANUAL_EMAIL and no Agent ID in the interaction.
Additional Buttons 
  • To export the generated report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, CSV.
  • To print the generated report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.
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