Email dashboard

The email dashboard collects and displays data from your email channel. You can view session metrics as well as detailed information about emails with end-users. You can filter on date, inbox, and queue name.

Email terminology

Here are some key terms that we use in the email dashboard.

  • Session: a session is synonymous with an email thread. It is composed of one or more interactions

  • Interaction: a single email message within a session. This can be a message from the end-user to the agent, or a message from the agent to the end-user

Filters

You can set one or more filters to control how the metrics in the dashboard are are displayed.

To filter your data, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Email. If you don't see the Dashboard menu, click Menu.

  2. To set the date range, click Date, and then do one of the following:

    • Select a preset data range. To do this follow these steps:

      1. Click More to view all of the preset date ranges.

      2. Click the date range that you want.

    • Select a custom range. To do this, follow these steps:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can type your date range or click Click the calendar icon to see the calendar. Open calendar to select start and end dates.

  3. Set any of the other filters to further filter your results:

    1. Email In-box Address: filter by the email inbox address

    2. Queue Name: filter by the queue name

  4. Click Click the update icon to update. Update.

Tiles

This dashboard contains the following metrics tiles:

  • Total Sessions: the total number of sessions
  • Sessions Unopened: the number of sessions that have not been opened yet
  • Sessions Paused: the number of emails that are in the Paused status. An agent can apply this status to an email session with an unresponsive end-user. This status is automatically applied to an email session with no activity for email exchange for 10 consecutive days.
  • Sessions Completed: the number of sessions that have been closed or resolved
  • Sessions Assigned: the number of sessions that are assigned to an agent
  • Sessions Un-assigned: the number of sessions that are not assigned to an agent
  • Avg Time to First Response: the average time until the first response to an email. Sessions can consist of multiple interactions, but this measures only the first response from the agent.
  • Avg Handle Time: the average handle time across all interactions within a session

Tables

This dashboard contains the following metrics table. Hold the pointer over a table heading to see its description.

  • Interactions Details: data about email interactions