Overview

The Engagement Analysis Dashboard is a visual way to evaluate customer behavior and guide marketing strategy. It helps you understand who your audience is by channel, how engaged they are and where to focus program efforts based on group size and behavior trends. Using the dashboard, your team can:

• Spot growth and retention opportunities
• Identify segments at risk or declining in engagement
• Tailor programs that align with where customers are in their lifecycle
• Present clear, data‑supported recommendations to stakeholders

The Engagement Analysis Dashboard is only available for clients with order data in their Cordial account.

Understanding the Engagement Analysis Dashboard

The Engagement Analysis Dashboard identifies three audience types - Prospects, Active Customers and Inactive Customers and rates them from highly engaged to no engagement.

Each audience type represents where a customer is in their lifecycle.

• Prospect: Has never purchased. 
• Active Customer: Purchased within the last 12 months.
• Inactive Customer: Has not purchased in over 12 months.

The engagement level shows how recently a contact has interacted with your brand and indicates how receptive a contact is likely to be to your messaging.

Email engagement rules

• High: Clicked within the last 90 days, or is a new subscriber within 90 days.
• Medium: Last click was 90–180 days ago.
• Low: Last click was 180–365 days ago.
• Lapsed: Last click was more than 365 days ago.

SMS engagement rules

• High: Clicked within the last 60 days, or is a new subscriber within 90 days.
• Medium: Last click was 60–90 days ago.
• Low: Last click was 90–180 days ago.
• Lapsed: Last click was more than 180 days ago.

Mobile Push engagement rules

• High: Tapped or clicked within the last 60 days, or is a new subscriber within 90 days.
• Medium: Last tap was 60–90 days ago.
• Low: Last tap was 90–180 days ago.
• Lapsed: Last tap was more than 180 days ago.