Emails performance dashboard

The emails performance 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 emails performance 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 filter by email inbox address or queue name.

Filter by email inbox address

You can filter on the email address of the inbox that received the email.

To filter by email inbox address, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Email.
  2. Under Email In-box Address, click the is any value field, and then click the any value field. A list of email inbox addresses appears.
  3. Select the email address that you want to filter on. The email inbox address appears in the field.
  4. To filter on additional email inbox addresses, repeat these steps.
  5. Click Update.

Filter by queue name

You can filter on the queue that emails are assigned to.

To filter by queue name, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Email.
  2. Under Queue Name, click the is any value field, and then click the any value field. A list of queues appears.
  3. Select the queue that you want to filter on. The queue appears in the field.
  4. To filter on additional queues, repeat these steps.
  5. Click Update.

Dashboard metrics

The dashboard reports the following metrics:

  • 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

Interaction details

The following are the columns in the Interactions Details list in the email dashboard:

  • Email In-box Address: the email address of the inbox that received the email
  • Queue Name: the name of the queue that the interaction is assigned to
  • Language: the language assigned to the queue
  • Email ID: the ID of the email session
  • Direction: the direction of the email interaction. Possible values include Inbound and Outbound
  • Started at: the date and timestamp, indicating when the email came into the queue, in YY:MM:DD H:M:S format
  • Ended at: the date and timestamp, indicating when the email was completed, in YY:MM:DD H:M:S format
  • Assignment Type: the type of assignment. Possible values include Manual and Automatic. and Automatic
  • Full Name: the name of the agent assigned to the interaction
  • Email: the email address of the agent
  • Agent ID: the ID assigned to the agent
  • Custom Agent ID: the custom ID assigned to the agent
  • Location: the agent's location
  • Handle Time: the amount of time it took the agent to handle the interaction, in YY:MM:DD H:M:S format
  • Interaction ID: the interaction ID. Interaction IDs prefixed with A are from the agent. Interaction IDs prefixed with C are from the end-user.