Overview

Here are some analytics metrics for the Mevrik DCX-connected email channels used for customer support:

Total Users: The total number of distinct users who have interacted with the customer care email channel.

Average Weekly Active Users: Over a given time period, the average number of distinct users actively using the email support channel per week. It offers information about the ongoing use and popularity of the channel.

Weekly Returning Users: The quantity of users who utilized the email support channel at least once in a certain week before returning to do so. This measure aids in assessing the channel's capacity for user retention.

Total Emails: The total count of emails sent or received through the email support channel during a specified period. It indicates the overall volume of support interactions.

Incoming Emails: The number of emails received through the email support channel during a specific time frame. It reflects the level of customer queries or issues being raised.

Outgoing Emails: The number of emails sent from the support team through the email support channel in response to customer inquiries during a specific period.

Delivery Failed: The number of emails that failed to be delivered successfully to the intended recipients. This could be due to various reasons, such as invalid email addresses or server issues.

Response Time: The average time taken by the support team to respond to customer emails. It measures the efficiency and effectiveness of the support team in addressing customer issues.

Customer Satisfaction (CSAT) Score: This metric measures the level of customer satisfaction with the email support provided. After resolving an issue, customers may be asked to rate their satisfaction, often on a scale of 1 to 5.