Genesys Cloud - Main

We have an manual agent outbound email campaign. The agent will send an outbound email from a queue to start the conversation. 

We are looking for a way to report on how many of those outbound emails were replied to. Does anyone have any easy ways to report on this? 

What I am doing now is using analytics > Interactions

I am adding the column Wrap segments then exporting the data. Anything that has more than 1 in the wrap segments has been replied to. The problem is I have to export and run a pivot to get the results every time and also I can only run it for 30 days at a time.

Any insight would be helpful. Thanks in advanced.

#DigitalChannels
#Reporting/Analytics

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Nick
Telephony Admin
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Hi @Nick Argeson,

Assuming that having the agent manually initiate the outbound email is a business requirement, I think there may be another fairly simple way to solve the reporting problem without relying on Wrap segments > 1, Excel logic, Data Actions, or an external database.

What if you use the In-Queue Email Flow itself as the reply detector and transfer replies to a dedicated queue?

There is a useful behavior documented by Genesys here: when the initial email is outbound, the In-Queue Email Flow does not launch for that initial outbound interaction. It launches only after an inbound response arrives.

That means the flow can effectively tell you:

How I would test this

1. Keep your current outbound process unchanged

The agent continues to manually initiate the outbound email from the existing queue, exactly as required by your business process.

Agent
  |
  v
Manual outbound email
  |
  v
Customer

If the customer never replies, nothing else needs to happen.

---

2. Create a dedicated queue for replies

For example:

Manual Outbound Email

and:

Manual Outbound Email - Replies

The second queue can have the same agents as the original queue if you want the same team to handle the responses.

---

3. Use the In-Queue Email Flow on the original queue

Create or modify the In-Queue Email Flow associated with the queue used for the outbound emails.

Since that flow will not launch for the initial outbound email, but will launch when an inbound reply arrives, the initial state could be extremely simple:

Customer replies
       |
       v
In-Queue Email Flow
       |
       v
Transfer to ACD
       |
       v
Manual Outbound Email - Replies

Transfer to ACD is supported for email interactions, so Architect can transfer the interaction to the dedicated reply queue.

At that point, simply having the conversation pass through:

Manual Outbound Email - Replies

becomes your reporting marker.

---

4. Reporting becomes much easier

Instead of:

Export
  ↓
Wrap segments > 1
  ↓
Calculated column
  ↓
Pivot
  ↓
Count replies

you could go to Analytics and look directly at the dedicated reply queue.

For example:

Queue = Manual Outbound Email - Replies
Media Type = Email
Initial Direction = Outbound

The Initial Direction = Outbound filter is useful because the conversation originally began with the agent's outbound email, even though it later received inbound activity. Genesys exposes both Direction and Initial Direction in its email queue performance views.

So conceptually you would have:

Original Queue
-----------------------------
Manual outbound conversations
= emails initiated


Reply Queue
-----------------------------
Initially outbound conversations
that reached this queue
= customers that replied

And from there:

Reply Rate =
Replied outbound conversations
/
Total outbound conversations

This also has an advantage over relying only on the Interactions Detail view for historical reporting: the Email Queue Performance Detail view supports custom date ranges of up to two years.

---

One important consideration

I would treat the second queue as a real operational queue, not just a fake queue created for counting.

Transferring the interaction changes the actual queue journey and therefore affects queue-level metrics and routing.

For example:

Manual Outbound Email
        |
        | customer replies
        v
Manual Outbound Email - Replies
        |
        v
Agent

This could actually be useful because replies can now have their own:

• SLA

• routing strategy

• priority

• agent population

• performance reporting

If the same agents should continue handling the replies, you can simply configure the reply queue accordingly.

I would also validate your Last Agent Routing configuration. Genesys normally attempts to route email replies back to the last agent who handled the conversation when that agent is On Queue and has capacity, so introducing another queue is something I would test to make sure it still matches your desired ownership model.

And make sure the target reply queue does not use the same In-Queue Email Flow to transfer back again, otherwise you could create an unnecessary routing loop.

---

For the KPI itself, I would also count unique conversations/interactions that reached the reply queue, rather than simply counting raw queue segments.

If one customer replies multiple times in the same email thread, the business question is probably:

rather than:

So one conversation that receives three replies should probably still represent one successfully replied outbound conversation.

I think this could be a very clean option for your use case because it keeps your manual outbound business process intact, but makes the reply detection native to Genesys Cloud.

No Excel rule to infer the reply, no Data Action, and no external reporting store just to determine whether the customer responded.

The queue itself becomes the marker.

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Fernando Sotto dos Santos
Consultor de Atendimento Senior Grupo Casas Bahia
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