PEC-REP/Current/RPRT/HRCXIiWDOtBndEml - Revision history

WikiSysop at 23:04, June 29, 2022

2022-06-29T23:04:51Z

Tgilchri: Published

2022-01-25T17:04:09Z

Published

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:28:49Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Tony.gilchrist@genesys.com: Published

2021-09-24T18:38:45Z

Published

Tony.gilchrist@genesys.com: Published

2021-09-24T18:32:00Z

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Tony.gilchrist@genesys.com: Published

2021-04-01T14:06:08Z

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Tony.gilchrist@genesys.com: Published

2021-04-01T13:43:50Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Outbound Email Report
|TocName=Outbound Email Report
|Context=Perform detailed analysis of outbound email usage patterns.
|ComingSoon=No
|Platform=GenesysEngage-Cloud
|Role=Administrator, Supervisor
|Application=Reporting, Reporting GCXI
|Section={{Section
|alignment=Horizontal
|Media=Image
|image=HRCXIiWDOtBndEml cloud.png
|structuredtext=Use the ('''CX Insights for iWD''' > '''Email''' folder) > '''Outbound Email Report''' to explore detailed information about outbound email interactions. This report enables you to explore a variety of metrics, including the volume of email messages that are acknowledged, sent, sent as replies, or sent without solicitation, and to compare how many are/are not reviewed by QA.

Note that Genesys Engage cloud offers two email solutions: '''Email classic''' and Genesys '''Engage cloud Email'''. This report is applicable for users of '''Engage cloud Email'''. To learn more about the difference between the two, see {{Link-Standalone|topic=PEC-Email/HIW|display text=How email works}}. If you are not sure which you have, talk to your administrator.
|structuredtextwide=To get a better idea of what this report looks like, view sample output from the report:

{{Repository|1=SampleOutboundEmailReport.pdf|2=|3=Sample Outbound Email Report.pdf|4=Sample PDF of the report.}}

The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:
|Status=No
}}{{Section
|sectionHeading=Prompts for the Outbound Email Report
|alignment=Vertical
|structuredtext=<br />
{{{!}}
!'''Prompt'''
!'''Description'''
{{!}}-
{{!}}Pre-set Date Filter
{{!}}Choose a Date Range from the list of preset options. This prompt overrides the Start Date and End Date values.
{{!}}-
{{!}}Start Date
{{!}}Choose the first day and time from which to gather report data.
{{!}}-
{{!}}End Date
{{!}}Choose the last day and time from which to gather report data.
{{!}}-
{{!}}Department
{{!}}Optionally, select one or more departments from which to gather data for the report.
{{!}}-
{{!}}Process
{{!}}Optionally, select one or more processes from which to gather data for the report.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Attributes used in the Outbound Email Report
|alignment=Vertical
|structuredtext=<br />
{{{!}}
!'''Attribute'''
!'''Description'''
{{!}}-
{{!}}Department
{{!}}Enables data to be organized by the department in which the interaction was handled.
{{!}}-
{{!}}Process
{{!}}Enables data to be organized by the type of process or application.
{{!}}-
{{!}}Day
{{!}}Enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Metrics used in the Outbound Email Report
|alignment=Vertical
|structuredtext=<br />
{{{!}}
!'''Metric'''
!'''Description'''
{{!}}-
{{!}}New
{{!}}The number of new tasks submitted from email during the reporting interval.
{{!}}-
{{!}}Pending
{{!}}The number of email messages that were in the process of being sent at the end of the reporting interval.
{{!}}-
{{!}}Sent
{{!}}The number of outbound email messages that agents sent to customers.
{{!}}-
{{!}}Sent ACK
{{!}}The number of acknowledgements sent to customers.
{{!}}-
{{!}}Sent without ACK
{{!}}The number of outbound email messages without Acknowledgements that were sent to customers.
{{!}}-
{{!}}Sent QA Review
{{!}}The total number of outbound email messages that were reviewed by QA before being sent to customers.
{{!}}-
{{!}}% Sent QA Review
{{!}}The percentage of outbound email messages that were reviewed by QA before being sent to customers.
{{!}}-
{{!}}Unsolicited
{{!}}The total number of unsolicited email messages that were sent to customers.
{{!}}-
{{!}}Unsolicited QA Review
{{!}}The total number of unsolicited email messages that were reviewed by QA before being sent to customers.
{{!}}-
{{!}}Unsolicited without QA Review
{{!}}The total number of unsolicited email messages that agents sent to customers without QA review.
{{!}}-
{{!}}Agent Reply
{{!}}The number of email messages that agents sent as replies to customers.
{{!}}-
{{!}}Agent Reply QA Review
{{!}}The number of email messages that were reviewed by QA before agents sent them as replies to customers.
{{!}}-
{{!}}Agent Reply without QA Review
{{!}}The number of email messages that agents sent as replies to customers, without QA review.
{{!}}-
{{!}}Automated Reply
{{!}}The number of automated replies sent to customers.
{{!}}-
{{!}}Other
{{!}}The number of outbound email messages, not including those counted as Unsolicited, Agent Reply, Automated Reply, and Acknowledgements.
{{!}}-
{{!}}}To view more detailed information about the metrics and attributes in this report, and other metrics and attributes that can be used to customize reports, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Welcome ''Genesys CX Insights Projects Reference Guide''].
|Status=No
}}
}}

@@ Line 139: / Line 139: @@
 {{!}}The number of outbound email messages, not including those counted as Unsolicited, Agent Reply, Automated Reply, and Acknowledgements.
 {{!}}-
-{{!}}}To view more detailed information about the metrics and attributes in this report, and other metrics and attributes that can be used to customize reports, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Welcome ''Genesys CX Insights Projects Reference Guide''].
+{{!}}}To view more detailed information about the metrics and attributes in this report, and other metrics and attributes that can be used to customize reports, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Welcome]''{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GCXIMCPRG|topic=IWD|display text=Genesys CX Insights Multicloud Projects Reference Guide}}''.
 |Status=No
-}}
+}}{{Section
 |sectionHeading=Customizing attributes
 |anchor=customizingattributes
@@ Line 148: / Line 147: @@
 |structuredtext=[[File:CustomizationWithPending.png|thumbnail|Ensure that the attributes in the grid match those in the "REPORT OBJECTS" list]]If you customize this report, you must ensure that the attributes listed in "REPORT OBJECTS" matches the attributes used in the report grid, as shown in the figure '''Ensure that the attributes in the grid match those in the "REPORT OBJECTS" list'''.
 This means that:
 *To remove an attribute from the report, you must do so by clicking '''Remove from Report''', (''not'' '''Remove from Grid''').
 *To add a new attribute, you must add it both to the '''REPORT OBJECTS''' list, and to the report grid.

@@ Line 14: / Line 14: @@
 |structuredtext=Use the ('''CX Insights for iWD''' > '''Email''' folder) > '''Outbound Email Report''' to explore detailed information about outbound email interactions. This report enables you to explore  a variety of metrics, including the volume of email messages that are acknowledged, sent, sent as replies, or sent without solicitation, and to compare how many are/are not reviewed by QA.
-Note that Genesys Engage cloud offers two email solutions: '''Email classic''' and Genesys '''Engage cloud Email'''. This report is applicable for users of Genesys '''Engage cloud Email'''. To learn more about the difference between the two, see {{Link-Standalone|topic=PEC-Email/HIW|display text=How email works}}. If you are not sure which you have, talk to your administrator.
+Note that Genesys Multicloud CX offers two email solutions: '''Email classic''' and Genesys '''Engage cloud Email'''. This report is applicable for users of Genesys '''Engage cloud Email'''. To learn more about the difference between the two, see {{Link-Standalone|topic=PEC-Email/HIW|display text=How email works}}. If you are not sure which you have, talk to your administrator.
 |structuredtextwide=To get a better idea of what this report looks like, view sample output from the report:

@@ Line 127: / Line 127: @@
 |anchor=customizingattributes
 |alignment=Vertical
-|structuredtext=[[File:CustomizationWithPending.png|thumbnail|Ensure that the attributes in the grid match those in the "REPORT OBJECTS" list.]]If you customize this report, you must ensure that the attributes listed in "REPORT OBJECTS" matches the attributes used in the report grid, as shown in the figure '''Ensure that the attributes in the grid match those in the "REPORT OBJECTS" list'''.
+|structuredtext=[[File:CustomizationWithPending.png|thumbnail|Ensure that the attributes in the grid match those in the "REPORT OBJECTS" list]]If you customize this report, you must ensure that the attributes listed in "REPORT OBJECTS" matches the attributes used in the report grid, as shown in the figure '''Ensure that the attributes in the grid match those in the "REPORT OBJECTS" list'''.
 This means that:
 *To remove an attribute from the report, you must do so by clicking '''Remove from Report''', (''not'' '''Remove from Grid''').

@@ Line 11: / Line 11: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIiWDOtBndEml cloud.png
+|image=HRCXIiWDOtBndEml_Cloud11-21.png
 |structuredtext=Use the ('''CX Insights for iWD''' > '''Email''' folder) > '''Outbound Email Report''' to explore detailed information about outbound email interactions. This report enables you to explore  a variety of metrics, including the volume of email messages that are acknowledged, sent, sent as replies, or sent without solicitation, and to compare how many are/are not reviewed by QA.
@@ Line 17: / Line 17: @@
 |structuredtextwide=To get a better idea of what this report looks like, view sample output from the report:
-{{Repository|1=SampleOutboundEmailReport.pdf|2=|3=Sample Outbound Email Report.pdf|4=Sample PDF of the report.}}
+{{Repository|1=SampleOutboundEmailReport_Cloud11-21.pdf|2=|3=Sample Outbound Email Report.pdf|4=Sample PDF of the report.}}
 {{NoteFormat|If you plan to customize this report, be sure to first read the important information in {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDOtBndEml|anchor=customizingattributes|display text=Customizing attributes}}. Failure to do so can cause incorrect totals to appear in the report.|}}
@@ Line 46: / Line 46: @@
 {{!}}Process
 {{!}}Optionally, select one or more processes from which to gather data for the report.
 {{!}}}
 |Status=No
@@ Line 64: / Line 74: @@
 {{!}}Day
 {{!}}Enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.
 {{!}}-
 {{!}}}