Where to monitor the outbound communication in C4C Service Cloud?

[DAcker]

Hi all,

where to monitor the outbound communication in C4C Service Cloud (tab: interactions)?

I cannot find the outbound emails (just inbound) in the web service monitoring (Administrator).

Thanks & Regards,

Deborah

[alvaro_guzman · Accepted solution]

Hi,

I found this old post. At this point (latest release), you can monitor the outbound emails in:

Administrator > Service and Social > Communication Channel > Outbound E-mail Monitoring.

Alvaro

[DAcker · Accepted solution]

Hi Alvaro, how long are the outbound emails visible in the monitoring? After which time are the not displayed anymore?

[tamitdassharma]

Hello deborah.albrecht2,

For your query to the difference in the monitoring of inbound and outbound emails. Well in-case of an inbound email, the email is received and then is passed on for email activity instance creation via an internal web-service. Hence you can see an inbound email in web-service monitoring. But in case of an outbound email communication, the activity instance is created internally and the entire content is sent SCOT[SAP Connect] to be pushed out of C4C. Since here no web-service is involved(internal/external), there is no record in the web-service monitoring for the same.

I hope this might help you in understanding the difference b/w the methods of inbound & outbound email monitoring.

[monikamainka]

As I know the inbound is going through your outlook and the outbound goes directly from C4C out.

[DAcker]

Okay, thank you sandeep.hebbar2 dassharma for the response.Why is the monitoring of the inbound and outbound emails so different?

[sandeephebbar]

Hi Deborah,

You cannot monitor outbound emails under WSMM. Bounce back emails are anyways displayed within the ticket interactions. More details on outbound emails can be seen under Activities->E-mails.

Regards,

Sandeep

[tamitdassharma]

Also more details can be viewed from "View Details" action in the email activity (inbound/outbound) in the Interactions facet.