Viewing reports for the Email channel

View built-in reports for Pega Email Bot showing information about the number of received emails, triaged cases, and created business cases. The data displayed in the reports helps you to later adjust machine learning models to attain greater automation of the system.

Before you begin: If you have email triage cases that are saved in tables for Pega Platform 8.4 or earlier, during an upgrade the system automatically migrates this data to the new tables that are available in the 8.5 version and later. For more information, see Migrating triage cases to new tables.

By default, customer service representatives (CSRs) and other users can use the Email Manager portal to view reports about the email bot. You can also customize the system to display the reports as a plug-in dashboard in other portals, for example, the Case Manager portal. For more information, see Adding the email bot reports dashboard to other portals.

Note: The built-in reports dashboard is only displayed in the portal if you define at least one Email channel in the system.
  1. In Dev Studio, click Launch web interface, and then click Email Manager.
  2. In the Email Manager portal, in the upper-right of the page, click Analytics.
  3. In the Email reports section, in the Channel list, select the Email channel for which you want to view reports.
  4. In the View for list, select one of the following options:
    • Today - display data in the reports only for today.
    • Yesterday - display data in the reports only for yesterday.
    • Last 7 days - display data in the reports from the last 7 days.
    • Custom - display data in the reports for a selected date range.
  5. If you select the Custom view in the previous step, in the From and To fields, select the start date and the end date for the period.
  6. In the Email account list, select the email account for which you want to view reports.
    When you create an Email channel, you can define multiple email accounts for the email bot. For more information, see Adding email accounts for email handling.
  7. Optional: To display data about automatically created business cases and manually created business cases only for one case type, in the Case overview for report, in the list, select a case type name.
    By default, the Case overview for report displays data for all the case types.