How do I generate Case Activities by Intake Domain / Email ID with sender metrics?

Updated on October 15, 2020 07:17AM by Admin

Cases app has many default standard reports. You can view the cases that are based on the Activities by Intake Domain / Email ID with the sender metrics using the “Activities by Intake Domain / Email ID”. The following are the steps to generate the report.

Steps to Generate Activities by Intake Domain / Email ID Report

  • Log in and access Cases App from your universal navigation menu bar.
  • Click on the “Reports” icon located at the app header bar.

  • Click on “Activities by Intake Domain / Email ID” from the “Case Metrics For Sender” drop-down in the left navigation panel.

  • Provide the following information:
    • Sender Domain - The Domain of the sender email.
    • Sender Email Id - The email id of the sender.
    • Employee - Name of the employee.
    • Start Date - Start Date.
    • End Date - End Date.
  • Click on the “View Report” button to view the report on the dashboard.
View Report

  • By clicking on the View Report, you can view the report summary.
  • In that, you can view the following summary.
    • Sender Email Id
    • Receiving Email Id
    • Assignee
    • New Emails
    • Follow Up Emails
    • Emails Received
    • Emails Responded
    • # of Emails auto closed
    • Emails Within SLA
    • Emails Within SLA %
    • Cases Resolved Within SLA %
    • Average Elapsed Time
    • Average Email Time
    • Maximum Email Time
  • You can also view the Total summary of the Report.

  • Click on the "Export" button to export them in a spreadsheet format.

Spread sheet