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Solve Email Analytics

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

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Analytics dashboard definitions

Metric Name Definition
Emails Forethought Received
The total number of tickets/cases from your help desk received by Forethought.
Eligible Emails

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.

Responses Sent

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

Deflected Emails

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.

Response Rate

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:

  • 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.
End User Feedback

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.
Workflow Execution Status

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.

 

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.
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