Customer Service Report: Understanding the Headline Statistics

Document created by user.oxriBaJeN4 Employee on Dec 20, 2018Last modified by user.oxriBaJeN4 Employee on Jan 3, 2019
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This guide provides an overview of the Customer Service Report data, as processed by Mimecast for your account over the reporting period. The report is generated at the start of the month and summarises the prior calendar month with overall values. The following image shows values for an example account, with data taken from 1 November 2018 to 1 December 2018 inclusive:

                                 Headline Statistics

 

Email overview

 

Total Inbound Messages

 

The number of messages accepted by Mimecast for onward processing, connection failures, holds, and the configuration of policies. Distribution list expansion and mail routes will impact the final delivery number.

 

Inbound Malware Detected

 

The number of inbound messages with malware detected. Each instance is counted once per recipient.

 

Inbound Rejection

 

This value displays as a % of total Inbound mail, with a breakdown by reason provided further in the report. The reasons include connection attempts, blocklists, reputation-based rejections, virus signatures, and messages destined to a non-existent recipient, with each instance counted once per recipient. Administrators can view rejection information in Message Center | Message Tracking. View the Troubleshooting Email Delivery guide for more information.

 

Total Outbound Messages

 

The number of messages sent via Mimecast for onward processing. Connection failures and the configuration of policies and routes will impact the final delivery number.

 

Outbound Malware Detected

 

The number of outbound messages with malware detected. Each instance is counted once per recipient.

 

Outbound Rejection

 

The value displays as a % of total Outbound email, with a breakdown by reason provided further in the report. The reasons include connection attempts, temporary failures, or messages destined to a non-existent recipient, with each instance counted once per recipient. Administrators can view rejection information in Message Center | Message Tracking. View the Troubleshooting Email Delivery guide for more information.

 

User Activity


User Device Pairs

 

The number of users accessing one of Mimecast's mobile, desktop, or continuity services. A user can use multiple clients (e.g. Mimecast for Outlook and Mimecast for Mobile iOS / Android). Each client used will count as one value.

 

Searches

 

Displays the number of searches for all users across all device types.

 

Targeted Threat Protection


URL protect

 

The number of URL’s clicked from Inbound mail during the reporting period, including a display of the ratio of safe vs unsafe URL’s clicked. The behaviors are dependent on the settings configured in the URL Protection definition in your Mimecast account. View the URL Protection definitions and policies page for further details.

 

Impersonation Protect

 

The number of potential impersonation attacks detected. These are triggered by at least one Impersonation Protection policy configured in your account. View the Impersonation Protection definitions and policies page for more information.


Attachment Protect

 

The number of file attachments sent to the sandbox during the email delivery process, displaying a split of the amount found to be unsafe. Policies for the different attachment scenarios requires a configured definition that sets the conditions under which an attachment is considered safe or unsafe. View the Attachment Protection definitions and policies guide for details.

Attachments

    Outcomes