Tracking Agent Email Domains in Qvasa
Many support teams are staffed by more than one workforce — an in-house team and one or more BPO vendors, for example — and each workforce usually signs in with its own email domain. Qvasa can track the email domain of every agent assigned to your tickets (the part after the @) and let you slice your dashboards by those domains, so you can compare workforces side by side without maintaining agent lists by hand. This guide shows you how to turn the feature on and how the two new filters work.
How it works
Automatic domain capture. Once enabled, Qvasa extracts the domain from each assignee's email address as ticket events arrive, and keeps one record per distinct domain on your account.
Each agent is linked to a domain. Every agent is stamped with the first domain Qvasa observes for them, so filtering by domain selects whole groups of agents automatically.
Data populates going forward. Domains are captured from new ticket events after you enable the setting — there is no historical backfill. Agents who were active before you enabled it get linked the next time they appear on a ticket event.
Two filters unlock. As soon as the first domains are observed, a tickets filter and an agents filter become available in every dashboard's filters panel.
Before you start
You need admin access in Qvasa to change account settings.
The filters stay hidden until Qvasa has observed at least one domain, so expect a short delay between enabling the setting and seeing them — they appear once new ticket events start arriving.
Step 1: Enable the setting
Go to Settings → Account Settings in Qvasa.
Search for "email domain" and find the card labeled Track Agent Email Domains.
Click Enable.
The card confirms when the feature is on:
That's it — from this point on, Qvasa records agent email domains as ticket events arrive. You can disable the setting at any time; the filters simply disappear from the filters panel.
Step 2: Use the two new filters
Once domains have been observed, open any dashboard, enter edit mode, and click the filters icon on a widget to open the filters lightbox. You'll find two new entries in the Fields list, and they do different jobs:
Agent Email Domains (under Ticket Filters)
This is the tickets filter. It scopes ticket data to tickets worked by agents from the selected domains — use it on ticket counts, quick stats, charts, and ticket tables to answer questions like "how many tickets did our BPO handle last month?"
Agents by Email Domain (under Agents Only)
This is the agents filter. It scopes which agent rows appear in agents tables — without changing the ticket-level numbers in any column. Use it to build an agents table that shows only one workforce's agents while their metrics stay computed exactly as before.
Pick the domains you want in the middle panel and click Apply & Save. A quick rule of thumb: use Agent Email Domains when you're measuring tickets, and Agents by Email Domain when you're deciding which agents appear in an agents table. You can combine either filter with all your other saved filters.
Troubleshooting
I don't see the filters in the lightbox. Confirm the Track Agent Email Domains setting is enabled and that new ticket events have arrived since you turned it on — the filters appear once at least one domain has been observed.
A long-standing agent isn't matched by the filter. Agents are linked to a domain the first time they appear on a ticket event after the feature is enabled. If an agent hasn't been assigned any new ticket activity yet, they won't be linked yet.
An agent changed email addresses. Each agent keeps the first domain Qvasa observed for them, so historical reporting stays stable. If you need an agent re-pointed to a different domain, contact your Qvasa representative.