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Metric Definitions
📥 Inquiry Volume — Total merchant emails received across all regions in the selected period, excluding no-reply-needed and system notification emails.
🤖 AI Coverage — % of inquiries where AI sent the first reply. The system identifies AI replies automatically, even when the reply lands in a different email thread.
💪 AI Reply Quality — % of AI replies rated as high-confidence (score ≥ 0.6 out of 1.0). Higher means the AI was more certain about its response.
✅ AI Containment Rate — % of AI-handled inquiries where the merchant did not follow up within 7 days. Higher = AI fully resolved the issue without needing human support.
⏱ SLA Rate (7d) — % of inquiries that received any reply (AI or human) within 7 days. Shows a red alert when below 50%. Sub-text shows average first reply time.
🕐 Open Tickets — Number of inquiries (all regions) that have not received any reply yet.
📊 Human SLA Rate — % of human-handled inquiries that received a reply within 7 days.
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AI Prompt Update ⓘ How it works
Email Block Rules
Emails matching these rules are auto-marked as no-reply-needed (needs_reply = false). Rules apply retroactively when you click Apply All Rules.
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Metric Definitions
📥 Inquiry Volume — Total JP merchant emails received in the selected period, excluding no-reply-needed and system notification emails.
🤖 AI Coverage — % of inquiries where AI sent the first reply. The system identifies AI replies automatically, even when the reply lands in a different email thread.
💪 AI Reply Quality — % of AI replies rated as high-confidence (score ≥ 0.6 out of 1.0). Higher means the AI was more certain about its response.
✅ AI Containment Rate — % of AI-handled inquiries where the merchant did not follow up within 7 days. Higher = AI fully resolved the issue without needing human support.
⏱ SLA Rate (7d) — % of inquiries that received any reply (AI or human) within 7 days. Shows a red alert when below 50%. Sub-text shows average first reply time.
🕐 JP Open Tickets — Number of inquiries that have not received any reply yet. Matches the JP Ops Action pending count.
📊 JP SLA Rate — % of human-handled inquiries that received a reply within 7 days.
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Metric Definitions
📥 Inquiry Volume — Total Western merchant emails received in the selected period, excluding no-reply-needed and system notification emails.
🤖 AI Coverage — % of inquiries where AI sent the first reply. The system identifies AI replies automatically, even when the reply lands in a different email thread.
💪 AI Reply Quality — % of AI replies rated as high-confidence (score ≥ 0.6 out of 1.0). Higher means the AI was more certain about its response.
✅ AI Containment Rate — % of AI-handled inquiries where the merchant did not follow up within 7 days. Higher = AI fully resolved the issue without needing human support.
⏱ SLA Rate (7d) — % of inquiries that received any reply (AI or human) within 7 days. Shows a red alert when below 50%. Sub-text shows average first reply time.
🕐 Western Open Tickets — Number of inquiries that have not received any reply yet. Matches the Western Ops Action pending count.
📊 Western SLA Rate — % of human-handled inquiries that received a reply within 7 days.
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Per-region signature appended to AI auto-replies. Supports HTML, hyperlinks, and images.
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