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Keep rule-excluded emails out of operational kpi

Conversations whose inbound email matched an *include-without-KPI* rule stay visible and workable in the Inbox, but are excluded from the operational dashboards.

When this happens: An inbound email matches an IncludeWithoutKpi rule.

Step by step

  1. 1

    Open the Omnichannel dashboard (FR-08) at month end; volume, response-time and resolution figures do not include this conversation.

    A newsletter-reply email matches the newsletters IncludeWithoutKpi rule as it arrives. EasyCRM creates the Conversation and Message normally — visible in the Inbox, repliable — and sets Conversation.ExcludedFromKpi = true.

  2. 2

    Open the dashboard's Excluded (rule-matched) count and sees it listed separately, confirming the conversation was handled, not lost.

Other paths

A later message trips the rule

A conversation that started as KPI-counted later receives a message matching an IncludeWithoutKpi rule. ExcludedFromKpi becomes true from that point and stays true for the conversation's lifetime.

Good to know

  • The exclusion flag is sticky and never applied retroactively when a rule is edited later.