Solve Email Analytics

The total number of tickets/cases where Email Automation rules allow Forethought to respond.

Tickets/cases where the Intent Workflow may result in a Do Not Respond are still counted in this total.

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 occurs when an end-user receives a response from Forethought but neither replies to the email nor clicks on the negative feedback button within it. Conversely, a non-deflection status can only be updated before the ticket is closed.

The maximum number of Deflected Emails cannot exceed the number of Responses Sent.

The Deflection Rate is determined by dividing the number of Deflections by the total number of Responses Sent.

The percentage of total emails that were deflected.

The percentage of eligible emails that were deflected.

The percentage of eligible emails where a response was sent.

The percentage of emails where a response was sent that were deflected.

This value indicates why Forethought did not attempt on your ticket/case:

• No value - If there is no value in this field, then we could start the workflow/journey map for the intent. This does not necessarily mean we sent a response, as the workflow may end on a path configured not to respond, or we may not find a knowledge article that we are confident in responding with.
• Email Automation - A rule within our configuration states we should not respond to the ticket/case.
• Non-Email Channel - The ticket/case is from a channel we do not support with Solve Email. We currently only support Email, Form, and API channels.
• Responded to by Agent - An agent responded to the ticket/case before Forethought attempted.  This is likely due to an email automation rule that delays Forethought's ability to attempt.
• Ticket Closed - The ticket/case was closed before Forethought was attempted.  This is likely due to an email automation rule that delays Forethought's ability to attempt.
• From Widget Handoff - Ticket ticket/case was created by Solve Widget.
• No Intent Predicted - We could not predict an active intent on your ticket/case, and you do not have Knowledge Retrieval (Other Questions) activated.
• User rate limited exceeded - To prevent spam emails, our email system restricts processing to a maximum of 5 emails every 30 minutes from the same sender. If you are actively testing the email system, please contact your support or implementation team to allowlist your testing email address.

This value indicates the feedback provided by the end-user if you are using the Feedback Tool in your email template:

• Positive - The user clicked the email response's positive (thumbs up) button.
• Pending - The user has yet to interact with the feedback tool on your email template, or you do not have the feedback tool added to your email template.
• Negative - The user clicked the email response's negative (thumbs down) button.

This value indicates the result of the workflow/journey map execution:

• No Value - A "No Attempt Reason" stops the workflow from executing if no value is present for this field.
• Workflow Not Found - An intent was predicted; however, the workflow/journey map was not set up.
• Finished - All workflow/journey map steps were completed, and a response was sent.
• No Response - All workflow/journey map steps were completed, and a response was not sent.
• Execution Error - An error occurred during the execution of the workflow/journey map. The most common reason for this error is an issue with an Action API call or a missing Context Variable.
• Zero Dynamic Articles - The "Knowledge Retrieval" intent was executed; however, no knowledge articles were found to respond with.

The chart shows the product performance funnel metrics and rates daily based on the filter values.