We started using the CTA Emails two weeks ago. I tried running some reports in the Report Builder to assess activity. I'm not seeing these emails in those reports - even the test emails that i know we fired. Should these be showing up in the reports and, if so, am I missing a critical step?
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You could report on CSTask object to include tasks that are completed and where the "Type Name" is email. This would give a list of all tasks where the email was sent and you could include the task owner to see how has been sending out emails using this new feature.
Are there are any specific reports that you were planning to generate?
The CSTask report for Type Name = email shows where you have "Email Assist" tasks build which is good but you can't really tell if the CSMs are actually sending those emails unless you assume that CSTask = completed is where they were actually sent. While that's true, you're relying on the CSM to leave open Email Assist tasks that they didn't send. Hopefully that's the case.
But to get confirmation that it was sent and actual open/click rates by the end customer, you have to move to the Email Log object and look for the specific Template name, correct? I don't think the CSM name is available in Email Log so you can see customer engagement with the emails but it's not as easy to see CSM adoption of Email Assist. So would we need to create a DataSpace to get better insight into adoption of "Email Assist" by the CSMs? Thanks in advance for your recommendation!
Sidhu - from where does the "Email Opens" field on the Email Task get its information? (see below). I agree that this should somehow be incorporated into Email Logs so that we can track email engagement regardless of from where it is triggered in the tool.
In email logs, we have a field called Batch ID which has the ID of the CSTask when the email is sent from Cockpit (Use the filter: "use case = Cockpit" to identify emails sent from Cockpit). We get the "Email Opens" details into the task detail view using this link.
I will keep you all updated when we are able to bring the recipient engagement details and the task details (e.g. owner and template and playbook) into a single report.
Would you mind sharing a screenshot of the rule setup you're using to load the CSM name into the Email Logs object? You can also email me if that's easier. We'd like to provide a tutorial for other customers who might want to do the same/similar.
Pls Click here to get information on how to Configure Reports on Email Logs object.
To know more about Email Assist and Limitations in Email Logs, Click here.
Agreed on that.
It's on our roadmap to add few more details in Email Logs for better reporting. As of now i don't have an ETA, will update you once we decide on anything.