Joey_McGough | 2020-04-21 19:11:47 UTC | #1
Good afternoon,
This is my first post, so sorry if I'm asking something already answered. We have recently signed up with PureCloud, and 2 weeks ago began using the email feature. We are a pizza delivery company with 62 restaurants and have also recently begun using Door Dash. My question is there a way or a report that exists to track interactions by subject of an email? THe reason for this is when Door Dash sends us a new order, it is labeled by the store number. We want a report to show how each of these interactions are being handled broken down by each individual location that sent the email. Any help is greatly appreciated!
anon39326996 | 2020-04-21 19:57:48 UTC | #2
You may want to consider using external organizations to represent each of the stores you are working with. That way each of the interactions would be tied to the external organization (restaurant).
That said, based on what you wrote about how door dash is sending you emails, it may require manual intervention by the agent. You could possibly also create your own way of associating emails to a particular restaurant (external org) from within an email flow.
It may be easier to talk through it to come up w/ an approach that works if you're interested in that.
Overall, there's no canned report today that has the information you're looking for based on subject of the email.
crespino | 2020-04-22 20:35:10 UTC | #3
Hi Joey,
Thanks for posting.
I wonder if you would create an email flow in Architect that would parse the email subject line and extract the store number. That store number could then be set as participant data to the conversation. From that point you could potentially do the following:
- You could setup a Queue per store and place the emails into the appropriate queue based on store number. That would allow you to report on how many emails where handled for each store.
- With some programming, you could use the Analytics Jobs API to query for conversations, sorted by the store value in the participant data. You would then need to take that raw data and somehow turn that into a report. Its a bit of work, but doable.
In my opinion #1 is a lot easier and would allow you to use built in reporting. We use PureCloud internally for emails in my group and are doing something similar by parsing the email subject in an Architect flow and placing them in various queues so we can report on the types of emails we are receiving.
system | 2020-05-22 20:35:14 UTC | #4
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