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will_ritchie
will_ritchie
Contributor ⭐️⭐️
January 31, 2018
Solved

Pull a report for all 'Skipped' emails in a CoPilot Outreach

  • January 31, 2018
  • 18 replies
  • 210 views
We pushed out an outreach this morning, and there were quite a few bounces and skipped emails:



I'd like to create a report that lists out all of the contacts that were skipped or bounced, so that our CSMs can update our Salesforce records. However, I can only run a report for hard and soft bounces and 'rejected' emails in the Report Builder:



As you can see, I am only getting the 50 bounces. How can I get the 122 'skipped' emails too? Am I missing an obvious filter in my report?!

Thanks!
    Best answer by abhishek_sivaraman
    Hi,

    The long term plan is to definitely to consolidate and have one product which can be used to send single step campaigns and multi step campaigns. The long term benefits are significant with respect to this.

    The ability to edit sources post publish is something which we want to do for advanced outreaches as well and will be introduced. Are there other such issues which are preventing you from using AO? If so , please share so that we can help address the same.

    To allay your fears , any sort of deprecation will be taken only when we have a clear plan and utilities available for helping you migrate over to the latest version of the product(one click migration like we did for email templates 1.0 to 2.0). So , rest assured you will be able to migrate your processes from outreaches to advanced outreaches and have one product rather than two products which does similar capabilities. I will keep you posted with respect to the plans here.Nothing to worry as of now. Its business as usual and you can continue to configure outreaches or AO based on your needs. But we strongly recommend to use AO and share feedback to help bridge the gaps.

    Hope this addresses your concerns.

    Thanks
    Abhishek S

    18 replies

    jeffrey_dasilva
    jeffrey_dasilva
    Helper ⭐️⭐️
    January 31, 2018
    Hey Will.  We struggle with this same challenge.  Gainsight doesn't currently write skipped emails to their email logs and this is the reason why it is not reportable.  We spend about 30 minutes each day reviewing all the skipped emails from all the Outreach results lists and manually chattering the CSM team on these.  Here is a link to a community post where I have requested the same ability:

    https://community.gainsight.com/gainsight/topics/ability-to-act-on-emails-that-were-not-sent-from-co...
      sai_ram
      sai_ram
      Expert ⭐️⭐️
      February 8, 2018
      Hi Jeffery, With the Winter release we are giving the Snapshot view, where users can view the number of participants that are currently in each stage of the Outreach. May be this would help in saving your time. 
      jeffrey_dasilva
      jeffrey_dasilva
      Helper ⭐️⭐️
      February 8, 2018
      Will this be accessible in MDA and allow for automation to notify CSM directly?
      sai_ram
      sai_ram
      Expert ⭐️⭐️
      February 8, 2018
      Example of Snapshot view 
      Users can click the number of participants to view the list of participants that have passed through each step of the AO. This view of participants is similar to the Participant Activity view

        jeffrey_dasilva
        jeffrey_dasilva
        Helper ⭐️⭐️
        February 8, 2018
        Thanks for the visual.  I understand how this works. 

        However what we need here is the ability to report on this from the database or even better setup a bionic rule with this data so that we can automatically message the CSM to correct contact integrity.
        britton_walker
        britton_walker
        Helper ⭐️
        February 8, 2018
        Can we have this ability with standard outreaches too?
          will_ritchie
          will_ritchieAuthor
          Contributor ⭐️⭐️
          February 28, 2018
          @Rai thanks for your reply, however unfortunately that doesn't solve my problem. I am currently able to pull reports for contacts who are at every other stage, apart from Skipped. What I really need is the ability to pull a report for people at that stage so that CSMs can update their contact lists accordingly. The number is not useful in this sense.
            pele
            pele
            Helper ⭐️⭐️⭐️
            March 21, 2018
            Thanks for the response Sai! 

            I'm struggling with similar issues to others on this thread. I currently have a CTA where the rule queries Email Logs to find bounced emails so that someone on our team can intervene manually to follow-up, update contact information, etc. 

            This process breaks down whenever the email is skipped. Having skipped emails be logged in MDA (preferably in-line with other events in Email Logs) would both give admins better visibility into Copilot performance via reports, as well as the ability to write rules based on event of emails being skipped.
            abhishek_sivaraman
            abhishek_sivaraman
            Helper ⭐️⭐️⭐️
            April 13, 2018
            Hi All,

            Completely understand the need for this and we are planning to address this as part of the short term roadmap in advanced outreach. As part of each execution we intend to store the potential participants who did not make it to the advanced outreach due to unique criteria, advacned criteria, bounced emails or other reasons.

            Thanks
            Abhishek S
            will_ritchie
            will_ritchieAuthor
            Contributor ⭐️⭐️
            April 13, 2018
            Thanks Abhishek that's good to know - will that functionality be available in a normal (i.e. not advanced) outreach any time soon?
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