View Smart Email reports

Applies to User roles: IT manager

The Reporting tool in Service Manager provides four out-of-box reports for Smart Email. You can view these reports through a dashboard named Smart Email Overview (Global).

To view the Smart Email reports, following these steps:

  1. Click System Administration > Ongoing Maintenance > Smart Email > Smart Email Overview. The Smart Email Overview dashboard is displayed.

  2. View the reports on the dashboard. The following table describes the out-of-box reports for Smart Email.

    Report Description Chart type
    Email interactions resolved using email vs. email interactions resolved using SM client

    This report compares the number of email interactions that are resolved through email and by using SM client during within six months.

    Vertical bar
    Average resolution time for email interactions vs. average resolution time for other interactions

    This report compares the resolution time for email interactions and the resolution time for other interactions within six months.

    Line
    Customer satisfaction of email interactions within 6 months

    This report indicates customer satisfaction of email interactions within six months based on the analysis of the surveys from email records. It shows the average score of each survey questions for the surveys.

    Line
    First-contact resolution rate of email interactions This report shows the rate of email interactions that are closed at first contact. Number

    In the dashboard, a "Hot Topic Analytics for Email Interactions" section is also displayed. You can view the hot topics for email interactions if Smart Analytics is enabled.