Bounced Email Report in Fusion Service

Summary:

One of the most common reporting requirements for Fusion Service customers is the ability to identify and analyse bounced emails.
A comprehensive report helps customers understand which emails were successfully delivered and which emails were bounced.

In Oracle RightNow CX, email delivery information is typically available in the Service Request (SR) audit log. In Fusion Service, however, this information needs to be retrieved by creating an appropriate BI Publisher (BIP) report using the relevant database tables.The following flow and definitions provide guidance on how to create a report for tracking and analysing bounced emails.

Understanding the flow

Understanding Different Tables to create appropriate Report