Analytics - the Customers tab

Overview

The Customers tab lists your most active customers and tracks the volume of customers you have been able to help (that you have replied to) in the date range.


Customers metric and graph

Customers helped metric

This is the total number of customers you have sent replies to. To count as a customer, the contact must be saved in your Contact Manager.

Graph

The line graph shows the number of customers you replied to for each day of the week.


Customers table

The Customers table lists all your customers who received a reply from you during the date range, ordered from most to least by the number of inbound messages you received from the customers.

Messages received

This is the total number of inbound messages you received from the customer.

Average first response (time)

This is the average first response time, calculated by adding up all the response times of first replies and dividing by the total number of first replies.

Average response (time)

This is the average response time, calculated by adding up all the response times of replies and dividing by the total number of replies. This includes the first response times.

Average resolution (time)

This is the average time it took to resolve segments, calculated by adding up all the resolution times and dividing by the total number of resolved segments.

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