Email Manager Portal for Constellation

The Email Manager Portal for Constellation includes the following features that help email case workers and other stakeholders respond to incoming inquiries:

• The email list pane.
• The search field (if configured).
• The email threads for an email triage Case.
• The suggested Cases for an email triage Case.
• The create Case window that enables email case workers to assign a Case.
• The email composer that enables email case workers to:
  • Reply and forward emails.
  • Save email drafts.
  • View suggested replies.
• The Pulse tab that enables email case workers to send Pulse messages.
• The Utility pane that enables email case workers to:
  • View the email header information.
  • View email triage Case summary.
  • Map entities.
  • Manage file attachments.
  • View related Cases.

The following figure shows the redesigned Email Manager Portal for Constellation:

The default email bot metrics dashboard in Email Manager Portal for Constellation includes six built-in Insights reports. These reports cover total email interactions, email interaction volume by Email Channel, resolution analysis, interactions by topic, email traffic (incoming and outgoing), and Service Cases. Managers can create additional dashboards with custom Insights reports. To view the Insights reports, you can click Dashboards in the navigation pane. The Insights reports dashboard is available in the Email Manager Portal for Constellation only if you create an Email Channel for your Pega Platform application.

Email interaction trends

The Email interaction trends line chart shows the total number of email triage Cases over a specific period in a line chart. To view a detailed list of Cases for a particular time, you can select the corresponding data point in the chart. Use this chart to identify trends and peak periods in email interactions, which supports more effective resource allocation.

The following figure shows a sample email interaction trends line chart with statistics over a period of a month:

Email interaction volume by Channel

The Email interaction volume by channel bar chart shows the total number of interactions for all Email Channels over a period. To view details about a specific Email Channel, you can click the corresponding bar. Select the same bar to return to the total number of interactions over the full period. Use this chart to identify which Email Channels generate the most interactions and to assign resources more effectively.

The following figure shows the email interaction volume for two sample Email Channels:

Email interaction resolution analysis

The Email interaction resolution analysis pie chart shows email triage Cases resolved either manually by email case workers or automatically by the email bot, over a specific period. To display detailed data on manually or automatically resolved cases for the selected period, select a section of the pie chart. Use this chart to measure the efficiency of automated email resolution and to optimize resource allocation.

The following figure shows the email interaction resolution analysis for automated versus manual Case resolution:

Email interaction by topic

The Email interaction by topic bar chart shows the number of email triage Cases resolved either automatically by the email bot or manually by an email case worker, for a detected topic over a given period. Use this chart to identify opportunities to expand automation and reduce manual response times.

The following figure shows email interactions categorized by topic, including Cases resolved automatically by the email bot and manually by an email case worker:

Email traffic report

The Email traffic report bar chart shows the total number of incoming and outgoing emails for all Email Channels in your Pega Platform™ application. To display incoming emails for a specific day, month, or year, select the corresponding bar. To view a list of email triage Cases for that period, select the same bar again. Use this chart to monitor email traffic patterns and optimize email handling processes.

The following figure shows a sample email traffic report comparing the number of incoming and outgoing emails:

Service Cases created by email

The Service cases created by Email pie chart displays the percentage of Service Cases created and handled manually by an email case worker, suggested by Pega GenAI™ but handled by an email case workers, and automatically created by the email bot based on Pega GenAI suggestions. To display a list of Service Cases, select a section of the chart. Use this chart to measure the efficiency and impact of Pega GenAI in automating Service Case creation and to optimize resource allocation.

The following figure shows the distribution of Service Cases created in the Email Channel: