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Email reporting - Is there a way to see QTY of unsolved emails?

  • 1.  Email reporting - Is there a way to see QTY of unsolved emails?

    Posted 19 days ago

    Hi team,

    A customer wants to be able to improve it´s email monitoring report. Currently (and validated with some SC´s) the native email reporting on GC only shows the quantity of emails solved, but the customer needs to have also data that shows how many emails are unsolved and if possible by queue. I´ve spoken with SC´s and reviewed our API options, but I´ve reached a dead end. 

    Appreciate in advance any contribution from this community.

    Sincerely, Alexandre


    #Uncategorized

    ------------------------------
    Alexandre De Paula T. M. Franco
    Expert Customer Success Manager
    ------------------------------


  • 2.  RE: Email reporting - Is there a way to see QTY of unsolved emails?

    Posted 15 hours ago

    Hi @Alexandre De Paula T. M. Franco, let us know if this is helps (dont forget to flag if its the best answer):

    For current/real-time unsolved emails, you can use the Analytics API - Conversations Activity Query endpoint:

    Endpoint: POST /api/v2/analytics/conversations/activity/query

    This API allows you to query for:

    • Waiting: Number of interactions currently waiting in queue
    • Interacting: Number of ongoing interactions
    • LongestWaiting: Timestamp of the longest waiting conversatio

    Example Query for Waiting Emails by Queue:

    POST https://api.mypurecloud.com/api/v2/analytics/conversation/activity/query
    {
      "metrics": [{
          "name": "oWaiting"
        }
      ],
      "groupBy": ["queueId"],
      "filter": {
        "type": "and",
        "clauses": [{
          "type": "and",
          "predicates": [{
              "dimension": "mediaType",
              "value": "email"
            }
          ]
        }]
      }
    }
    You can filter by specific queue IDs and media type (email) to get real-time waiting counts per queue.

    For historical reporting of unsolved/unanswered emails, the native views have limitations. However, you have these options:

    Option A: Analytics Add-on (A3S)

    Professional Services offering built on Snowflake
    Leverages Tableau or Microsoft PowerBI
    Provides customizable historical reporting beyond native capabilities
    Can capture detailed conversation segments and queue performance data
    Allows for custom metrics and dimensions tailored to your needs

    Option B: Alternative Queue Observation API
    The Queue Observations API (/api/v2/analytics/queues/observations/query) also supports:

    Real-time queue metrics including Waiting
    Can be filtered by queue and media type (email)
    Provides observation details including conversationId, sessionId, and other dimensions

    Check out the native Email Queue Performance Detail/Summary views currently show:

    Answered interactions
    Abandoned interactions
    Answer %, Abandon %
    ASA (Average Speed of Answer)
    Service Level metrics
    These metrics are primarily focused on completed interactions rather than pending/unsolved ones.

    Hope you get some value out of this!



    ------------------------------
    Joaquin Garcia Fink
    Senior Customer Success Manager
    Genesys - Employees
    ------------------------------

    Original Message


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