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The Email Analytics page is the reporting view for your email channel. It shows how much of your email volume your AI agents are handling on their own and how quickly customers are getting a reply. Its companion view, Email History, lets you read any single thread in full — and step into one that is still running.

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Getting there

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In the left navigation expand Optimize.
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Select Email Analytics for the dashboard, or open Advanced → Email History to work with individual threads.
Email figures only start appearing once at least one of your agents is working email. Email agents pick tickets up from a connected Freshdesk mailbox — see Email Agents for the connection steps.

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What the dashboard tracks

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How much of your email volume your AI agents handled without a person getting involved — the share of conversations the agent resolved itself, against those that were escalated or ended without a resolution.
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The proportion of email conversations that reached a resolution, so you can see whether the channel is actually closing customer questions rather than simply moving them along.
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How long customers are waiting for a reply, plotted over the selected period so a slowdown shows up as a shape rather than a single number.
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The breakdown of how email conversations ended. See Email outcomes below for how each conversation is bucketed.

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Email outcomes

Every email conversation is filed against one outcome once it ends. Two outcomes are built in:
  • Contained – the AI agent resolved the thread on its own.
  • User Abandoned – the conversation ended without a resolution because the customer stopped replying.
Abandoned covers two situations that look different but count the same way: a customer who simply walked away mid-thread, and a thread that ran out of time through inactivity. Both are reported as abandoned, so a timeout is not a separate bucket to reconcile. Conversations handed to a human agent are reported as escalations, and any custom email outcomes you have added to the agent appear alongside the two built-in ones. See Email Agents.
Escalations are recorded when the human resolves the ticket, not when the AI handed over. An escalated conversation stays open while a person works it, so its outcome, transcript and usage are written at their resolve time — and an escalation nobody ever closes stays out of reporting until the inactivity window fires. Figures for periods spanning this change will not match what you saw before.

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Email History

Optimize → Advanced → Email History lists your email conversations so you can review threads, replies and escalations across tenants. Select View on any row to open the full transcript drawer for that thread, with the customer’s messages and the agent’s replies in the order they were sent. The list refreshes in place when you change a filter or a search rather than blanking while it reloads. With In-progress Only or Escalated Only on, it also updates itself within a few seconds of a conversation starting, ending or gaining a message. While a transcript is open the list waits, and it catches up as soon as you close it. An open email thread doesn’t stream, so reopen it to see new replies.

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Statuses and filters

The filter dropdown carries two independent toggles, and both can be on at once:

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What the transcript contains

The transcript drawer shows the handoff itself, for a live conversation as well as a completed one:
  • The grey “Connecting you to a live agent for further assistance…” notice, and “Connected to a live agent.” when they pick it up.
  • The human agent’s replies, labelled with their name (or “Live agent”) rather than credited to the AI.
  • “The agent has closed this conversation.” when they close it.
  • The agent’s in-conversation action log.

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Supervisor controls

Email History is also where a supervisor can end a conversation that is still running.
1
Switch on In-progress Only so the list shows only live conversations, or Escalated Only for conversations already with a person.
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Each live row’s action cell now carries a View button plus a chevron menu. Open the menu to reach Escalate and Resolve. The same two controls appear as an Actions dropdown in the header of the transcript drawer when the conversation you have open is in progress.
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Pick the one you want. A spinner appears while the request is in flight, then the row leaves the list and the drawer closes.
If the request does not go through you will see Failed to resolve email session or Failed to escalate email session instead, and the conversation is left as it was.
Only a conversation that is still open can be ended this way. Once a conversation has completed — the agent resolved it, the human closed it, or it was abandoned — Escalate and Resolve no longer apply, and the row offers View only.
An escalated conversation is still open, and still yours to close: its row and its drawer offer View and Resolve, but not Escalate, since it is already with a person. Resolving an escalated conversation now works — it used to be refused as “only in-progress email sessions can be completed manually”.
Both controls are safe to click twice. A second click on the same conversation does not escalate or resolve it again, so a double-click or an impatient retry cannot produce a duplicate handoff.

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Behaviour worth knowing

  • The in-progress list now reflects reality. A conversation that ended in an error used to sit in it indefinitely, so supervisors saw live threads that were not live; errored conversations now leave the list.
  • Exporting from Email History gives you your email conversations. The export previously produced a file of voice calls instead.
  • Escalate does two things in one step — it hands the conversation to a human and then completes it. Use it when a person needs to take the thread over, and Resolve when the conversation is finished and simply needs closing out.

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Where to go next

Email Agents

Connect a Freshdesk mailbox and configure how your agent replies, resolves and escalates.

Chat Analytics

View the equivalent analytics dashboard for your chat channel.