LinkedIn
Copied!

Table of Contents

Built-in reports for the email bot

Version:

Only available versions of this content are shown in the dropdown

In the Email Manager portal, you can view built-in reports for Pega Email Bot™ as line or pie charts. The three charts in each report display valuable information in real time about received emails, actions for triage cases, and created business cases. By visualizing how your email bot is performing in the system, you can improve how the email bot responds to users. For example, you can adjust the machine learning models to achieve greater automation in the system.

An email bot includes three built-in reports by default. You can select the email channel for which you want to display the reports, select the email account for the channel for which you want to view data, and select to display information for a specific time span: current day, last day, last 7 days, or a specific date range.

You can also customize the system to display the reports as a dashboard in other portals, for example, the Case Manager portal, and create custom reports with additional information that is not part of the built-in reports.

Email routing actions chart

This line chart describes information about the total number of emails that were triaged in the system, the number of emails that were only automatically triaged by using intelligent routing, and the number of emails that were manually triaged by customer service representatives (CSRs). The chart helps you visualize the automation level in your email bot by comparing the number of emails that were automatically triaged, and the number of emails manually triaged by CSRs. For example, if the statistics in the chart show that more emails were manually triaged by CSRs than automatically triaged by the system, you can take steps to improve the artificial intelligence and intelligent email routing, so that automatic triaging occurs more frequently.

You can hover over any point in the chart to display details about the number of emails that were triaged for that day.

The following figure shows the email routing actions chart with sample data:

An email routing actions chart displaying data in the Email Manager portal for 384 total emails.
An email routing actions chart with sample data.

Email triage actions chart

This pie chart describes information about actions that the system performs when triaging emails. The chart displays the number of triage cases for which the email bot automatically created a business case, automatically sent an email reply, or both automatically created a business case and sent an email reply. The chart helps you to visualize and compare the frequency of response actions performed by the system. For example, if the chart statistics show that the email bot automatically creates business cases more often than sending automatic replies, it means that the system correctly processes email requests and assigns this information to new business cases.

You can hover over each section in the pie chart to display information about the percentage share of a triage action out of the three types.

The following figure shows the email triage actions pie chart with sample data:

An email triage actions pie chart displaying data in the Email Manager portal for 73 triaged actions.
An email triage actions chart with sample data.

Email case overview chart

This chart describes case information about the number of times that a business case was created automatically by the email bot, or manually by CSRs. By using a drop-down list in this chart, you display data for a single case type or for all the case types for your email channel. The chart helps you to visualize whether the system more often automatically created business cases or the CSRs manually created business cases, more often. For example, if the statistics on the chart show that the CSRs created cases manually more frequently then when they were created by the email bot, you can take steps to improve the artificial intelligence and automation to help the system create business cases more often without any CSR interaction.

You can hover over any point in the chart to display details about the number of business cases created automatically and manually for that day.

The following figure shows the email case overview chart with sample data:

An email case overview chart displaying data in the Email Manager portal for 51 business cases created automatically or manually.
An email case overview chart with sample data.
Did you find this content helpful?

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.