What crucial metric indicates how many cases are originated via the customer portal?

The crucial metric that indicates how many cases are originated via the customer portal is the total number of cases created through the portal. This metric directly reflects the effectiveness of the portal as a communication and issue-resolution tool for customers. By analyzing the number of cases initiated through the portal, organizations can gauge how successfully they are encouraging customers to leverage this self-service option.

This data not only helps in understanding customer behavior and preferences but also plays a critical role in assessing the overall performance of the customer service strategy. A higher number of cases created through the portal can suggest high user engagement, indicating that customers find the portal useful for resolving their issues. Additionally, this information can guide future enhancements to the portal, ensuring it meets customer needs effectively.

The other options, while they provide data related to customer interactions, do not specifically measure the initiation of cases through the portal, thus making them less relevant for this particular inquiry.