Stay organized with collections
Save and categorize content based on your preferences.
With the Email Performance dashboard,
get insights into email operations with metrics like sessions completed, sessions unopened, and
average first time to respond.
Email terminology
Here are some key terms for 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
Use the dashboard
To use the dashboard, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced
Reporting. If you don't see the Dashboard menu, expand the window
horizontally until the Dashboard menu appears. The Advanced Reporting
Landing Page appears.
Click Email. The dashboard appears.
Click the Date field to select a date range, and then do one of the
following:
Select a preset data range. To do this follow these steps:
Click expand_moreMore to
view all of the preset date ranges.
Click the date range that you want.
Select a custom range. To do this, follow these steps:
Click Custom.
In the Custom field, enter a start and end date for your date
range. You can type your date range or click Open calendar to select start and end dates.
Filter your results using the following fields:
Email In-box Address: by the email inbox address
Queue Name: by the queue name
Click 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
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe Email Performance dashboard provides insights into email operations, including metrics like sessions completed, unopened, and average first response time.\u003c/p\u003e\n"],["\u003cp\u003eA session is equivalent to an email thread, comprised of one or more interactions, while an interaction is a single email message within a session.\u003c/p\u003e\n"],["\u003cp\u003eTo access the dashboard, navigate to \u003cstrong\u003eDashboard > Advanced Reporting\u003c/strong\u003e in the CCAI Platform portal, then click \u003cstrong\u003eEmail\u003c/strong\u003e.\u003c/p\u003e\n"],["\u003cp\u003eUsers can filter results by email inbox address or queue name and select date ranges, either preset or custom, with a maximum range of 45 days.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboard displays key metrics in tiles such as total sessions, sessions unopened, sessions paused, sessions completed, and average time to first response, in addition to detailed interaction data in a table.\u003c/p\u003e\n"]]],[],null,["# Email performance dashboard\n\nWith the **Email Performance** dashboard,\n\n\nget insights into email operations with metrics like sessions completed, sessions unopened, and\naverage first time to respond.\n\nEmail terminology\n-----------------\n\nHere are some key terms for the email dashboard:\n\n- **Session**: a session is synonymous with an email thread. It is composed of\n one or more interactions\n\n- **Interaction**: a single email message within a session. This can be a\n message from the end-user to the agent, or a message from the agent to the\n end-user\n\nUse the dashboard\n-----------------\n\nTo use the dashboard, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **Email**. The dashboard appears.\n\n3. Click the **Date** field to select a date range, and then do one of the\n following:\n\n - Select a preset data range. To do this follow these steps:\n\n 1. Click expand_more **More** to\n view all of the preset date ranges.\n\n 2. Click the date range that you want.\n\n - Select a custom range. To do this, follow these steps:\n\n 1. Click **Custom**.\n\n 2. In the **Custom** field, enter a start and end date for your date\n range. You can type your date range or click **Open calendar** to select start and end dates.\n\n | **Note:** The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.\n4. Filter your results using the following fields:\n\n - **Email In-box Address**: by the email inbox address\n\n - **Queue Name**: by the queue name\n\n5. Click **Update**.\n\nTiles\n-----\n\nThis dashboard contains the following metrics tiles:\n\n- **Total Sessions**: the total number of sessions\n- **Sessions Unopened**: the number of sessions that have not been opened yet\n- **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.\n- **Sessions Completed**: the number of sessions that have been closed or resolved\n- **Sessions Assigned**: the number of sessions that are assigned to an agent\n- **Sessions Un-assigned**: the number of sessions that are not assigned to an agent\n- **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.\n- **Avg Handle Time**: the average handle time across all interactions within a session\n\nTables\n------\n\nThis dashboard contains the following metrics table. Hold the pointer over a\ntable heading to see its description.\n\n- **Interactions Details**: data about email interactions"]]
Open calendar to select start and end dates.
Update.