D01 Email Summary

The Email Summary dashboard provides an overview of email-based customer care activity.

Filters

The filter pane for this dashboard includes the following filters.

• Date: specify a range of dates for this dashboard's data

• Seller Name

• Store Name

• Region

Data Items

Service Level

The percentage of email interactions that met the target for response time. Click the number to jump to the Email Service Level dashboard. The target dashboard opens in a new browser tab.

Threshold shows the target for the percentage of emails meeting the target for response time.

Avg Response Time (H)

The average time in hours to send a response to a customer's email.

Threshold (H) shows the agreed target for the number of hours to answer an incoming email.

% to Client Locked

The number of incoming emails, expressed as a percentage of the client's locked forecast. Click the number to slide open the CLF History panel. The panel slides open below the % to CLF widget.

Client Locked shows the number of incoming emails in the client's locked forecast.

Client Locked Forecast History

This slide-open panel shows forecast numbers for four recent time periods. To view the panel, click the number under % to Client Locked. To close the panel, click the X at the top right of the panel.

Last 7 Day % to Client Locked, Last 30 Day % to Client Locked, Last 45 Day % to Client Locked, and Last 60 Day % to Client Locked show the actual levels as a percentage of the forecast level for each respective time period.

Days within Forecast Threshold shows, for each time period, the number of days when the actual level was below the forecast level.

Email Backlog

The number of unanswered emails added to the backlog. Click the number to jump to the Email Backlog dashboard. The target dashboard opens in a new browser tab.

Avg Age (H) shows the average time since arrival, in hours, for messages in the backlog.

Contacts Per Order

The ratio of emails per order. Click the number to slide open the CPO Trend graph. The graph opens below the CPO widget.

Order Count shows the number of orders.

Contacts Per Order Trend

This line and bar graph shows the daily trend for emails per order. To view this slide-open graph, click the number under Contacts Per Order. To close the graph, click the X at the top right of the slide-open panel.

Cantacts Per Order is graphed as a line against the numeric scale on the right side of the graph. Order Count and Emails Received are graphed as bars against the numeric scale on the left side of the graph.

On-Shore Split

The percentage of emails that were handled by agents based in North America. Click the number to slide open the Email by Region panel. The panel slides open below the North America Answered Split widget.

Off-Shore Split shows the percentage of emails handled by agents outside North America.

Email by Region

This slide-open panel shows information about email response by region. To open the panel, click the number in North America Answered Split. To close the slide-open panel, click the X at the top right of the panel.

Split is a pie chart that shows the overall share of emails handled by region.

Responses and Avg Response Time by Region is a line and bar graph that shows activity by region. ASA is graphed as a line against the numeric scale above the graph. Responses is graphed as bars against the numeric scale below the graph.

Responses is a stacked bar chart that shows the daily trend in email responses by region.

Service Level is a line graph that shows the daily trend in service level by region.

Avg Response Time is a line graph that shows the daily trend in average response time by region.

Email Stats

Total Received shows the total number of emails received.

Received Web shows the number of emails received from the store's contact web form.

Total Responses shows the number of responses sent to customers.

Service Level Responses shows the number of responses that are counted when calculating the service level target.

Originated shows the number of emails sent that were not direct responses to incoming emails.

Deleted shows the number of received emails that were deleted.

Spam shows the number of incoming emails that were determined to be spam.

Service Level

This line and bar graph shows the trend for email service level. The number of responses within the service level threshold is graphed as bars against the numeric scale to the left of the graph. Service Level and % to Client Locked are graphed as lines against the percentage scale to the right of the graph.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the graph, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Email Responses as % of Total Contacts

This bar chart shows the share of total handled contacts that are handled as email responses (instead of other customer service channels). The email share is graphed as a bar against the percentage scale on the left side of the graph.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the graph, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Top 5 Email Dispositions

This pie chart shows shows the five most common disposition codes for emails.

You can jump from this pie chart to the second-level Email Contact Reasons dashboard. To jump, right-click any pie segment, and select Jump to Email Contact Reasons Dashboard in the popup menu. The target dashboard opens in a new browser tab. For more information, see Email Contact Reasons, below.

Volume

This line and bar graph shows the trend over time for the number of emails. The average response time in hours is graphed as a line against the numeric scale on the right side of the graph. Total Received and Total Responses are graphed as bars against the numeric scale on the left side of the graph.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the graph, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Non-Service Level Activity

This bar chart shows the trend for email activity that is not counted as part of the service level. The number of Spam, Deleted, and Originated messages are graphed against a numeric scale.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the graph, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Email Contact Reasons Dashboard

Email Contact Reasons is a second-level dashboard. You can reach it from Top 5 Email Dispositions in the main Email Summary dashboard. To open this dashboard:

1. In Top 5 Email Dispositions, right-click any pie chart segment.

2. Select Jump to Contact Reasons Dashboard in the popup menu.

The second-level dashboard opens in a new browser tab. To return to the main Email dashboard, close the tab for the second-level dashboard.

The filters panel for the second-level dashboard offers the same filter options as the main Email dashboard. Note that the second-level dashboard's filters operate independently from the filters of the main dashboard. You can change the filters of the second-level dashboard without affecting the data in the main dashboard.

Top 10 Email Contact Reasons

This pie chart shows the relative share of each of the ten most common contact reasons for emails.

Top 10 Email Dispositions

This pie chart shows the relative share of each of the ten most common dispositions for emails.

Top 10 Email Contact Reason Trend

This line graph shows the daily trend in contact reasons for emails.

Top 10 Email Disposition Trend

This line graph shows the daily trend in dispositions for emails.

Contact Reason Metric Summary

This table shows email performance by case reason and case disposition.