Solve Email analytics allows Forethought admins to access email-level and intent-level insights. This supplements the Solve Email workflow-level analytics dashboard. This analytical view enables admins to:
- Get an overview of email metrics
- Visualize email data
- Intent metrics
Analytics dashboard definitions
Emails Forethought Received
|The total number of tickets/cases from your help desk received by Forethought.|
The total number of tickets/cases where Email Automation rules allow Forethought to respond.
The total number of tickets/cases where Forethought sent a response to the end-user.
There can only be a maximum of one Response Sent for one Eligible Email
The total number of tickets/cases where the response was sent deflected the inquiry before going to a human agent.
A deflection is a Response Sent where the end-user does not reply to the email nor clicks on a negative feedback button in the email response.
The maximum number of Deflected Emails cannot exceed the number of Responses Sent.
|Received Deflection Rate||
The percentage of total emails that were deflected.
|Eligible Deflection Rate||
The percentage of eligible emails that were deflected.
The percentage of eligible emails where a response was sent.
|Response Deflection Rate||
The percentage of emails where a response was sent that were deflected.
|No Attempt Reason||
This value indicates why Forethought did not attempt on your ticket/case:
|End User Feedback||
This value indicates the feedback provided by the end-user if you are using the Feedback Tool in your email template:
|Workflow Execution Status||
This value indicates the result of the workflow/journey map execution:
|Visualization||What does it show?|
|Top Level Metrics||The number cards show the top-level metrics based on the filter values.|
|Daily Metrics & Rates||The chart shows the product performance funnel metrics and rates daily based on the filter values.|
|Intent Performance||The table shows the product performance funnel metrics based on the filter values on an intent-by-intent view.|
|No Attempt Reasons||The stacked bar graph shows the weekly breakdown of all No Attempt Reason values.|
|End User Feedback||The stacked bar graph shows the weekly breakdown of all End User Feedback values. If you do not have the feedback tool in your email templates, it will only show Pending.|
|Workflow Execution Status||The stacked bar graph shows the weekly breakdown of all workflow execution statuses.|
|Email Inquiries||The table shows all metrics for each ticket/case. The Help Desk ID will match your ticket ID or case ID.|