Video Tutorial:
Action Desk: Overview
The Action Desk is your OneReach home screen. Here you can see - at a glance - how your messages are doing and what Action Items require your attention. There are two views for your Action Desk, Start-Up and Advanced, which can be swapped via the button in the lower right-hand corner of the screen.
There are a number of panels in your Action Desk with shortcuts to regularly-used features, others with information and help. The three panels covered here are:
Activity
The Activity Panel shows a list of all your messages, past, scheduled and reoccurring. You can view these messages either as a timeline:
Or as a list (by clicking the corresponding button in the panel header bar):
You can also filter your message by channel via the filter buttons in the top-right of the panel.
The red line (vertical in timeline view, horizontal in list view) represents today. Messages to the left or below the line are sent, and those to the right or above are scheduled.
Any message that has been sent may contain performance charting. In timeline view, the colored ring behind the message icon gives you an idea of how well that message is doing, as does the colored bar in list view (see the color codes below).
| Voice | Text | ||
 |
Message bounced back (with delivery errors) | No answer | Not Applicable |
 |
Contact clicked the Unsubscribe link in this email | Not Applicable | Contact opted-out during this Text flow. |
 |
Message was sent, but nothing else happened | Message left on voicemail | Not Applicable |
 |
Message was opened (does not count messages opened and unsubscribed, clicked, or forwarded) | Call answered (doesn't count those who also ran the call to the end) | Contact responded at least once during this Text flow |
 |
Message was opened and a link in it was clicked | Answered and ran call to its end | Not Applicable |
 |
Message was forwarded to someone else (currently not available) | Call transferred via Transfer or Directory step | Not Applicable |
If a message does not have enough data, the timeline ring will be gray and the list bar graph will be missing, with the text “not available” instead.
In timeline view, you can change the range of the timeline by moving the slider in the lower-right-hand corner of the panel. 
You can also change the range by choosing either Months, Weeks, or Days from the menu next to it.
You can preview any message by double-clicking it, or by clicking on the magnifying glass that appears when you single-click the message. 
Activity Metrics
The Activity Metrics panel charts your Contacts list size and the number of messages you’ve sent over time.
Contacts Engagement
The Audience Engagement panel charts the number of contacts you have according to their response score. For more information regarding report numbers, see Reporting.
