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Number of threads (responses from customers) in email interactions view

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  • 1.  Number of threads (responses from customers) in email interactions view

    Posted 08-06-2020 08:53
    No replies, thread closed.
    We are getting hammered with more email than we can handle. We found a way to "auto respond" to older emails to help. I need to see the number of threads or customer responses we are getting from this routine. We were expecting not many as customers use other channels on old requests. I tried Contacting Segments in the Interactions View but that didn't help. Many User Segment based metrics. Goal is to filter email where customers have Responded to us to understand the percentage.
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    Greg Barrett
    Outdoor Network, LLC
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  • 2.  RE: Number of threads (responses from customers) in email interactions view
    Best Answer

    Posted 08-08-2020 19:35
    No replies, thread closed.
    I would use Wrap-up codes.  When you Auto-reply, set a wrap-up of "Reply sent to customer".  Then when they customer replies, you set a wrap-up of "Reply sent from customer" or something like that.  Then when you go into interactions, you can see the Emails with one or both of these wrap-up codes.  Seems like that should do it.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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