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