Analytics Information (Campaigns and Inbox)

CAMPAIGN ANALYTICS

Overview

We are thrilled to introduce an exciting new feature to our platform: the Campaign Overview Analytics Table! This powerful tool provides users with a comprehensive overview of the top-level performance for one, multiple, or all campaigns, conveniently accessible in one central location.

How to Access

To explore this innovative feature, navigate to the Analytics tab and select the specific campaigns and timeframe you wish to examine. The updated table design offers a cleaner layout, presenting less information at once for enhanced user experience. Additionally, we've introduced a "VIEW Report" overview that allows you to dive into the finer details.

Analytics Breakdown

The new overview table presents campaign details in a streamlined manner, resembling a funnel. Users can track key metrics such as:

• Sent: Number of messages sent
• Delivered: Messages successfully delivered
• Read: Messages read by recipients
• Engaged: Recipients who interacted with the message
• Button Clicks: Interactions with buttons in the message
• Link Clicks: Clicks on included links
• Errors: Any issues or errors encountered

Callout: Special Consideration

It's essential to note that there may be instances where the delivery rate in the aggregate surpasses 100%. This typically occurs when a customer is or was using the campaign API. For users who prefer an aggregate view excluding the API-related data, simply exclude that specific campaign.

We believe this enhancement will significantly elevate your campaign tracking and analysis experience. Embrace the power of streamlined analytics, gain insights effortlessly, and optimize your campaigns for unparalleled success! Your feedback is invaluable as we continue to refine and improve our platform. Thank you for choosing us for your campaign needs. 🌟

INBOX ANALYTICS

What is Inbox Analytics?

Inbox Analytics offers businesses unprecedented insights into their inbox performance. With this new feature, users can now access a dedicated inbox analytics tab, providing a comprehensive view of essential metrics crucial for understanding and optimizing customer interactions.

Key Metrics Included:

1. Average Time to Close a Conversation:

   • Definition: The average duration from the moment a customer initiates contact to when an agent successfully closes the conversation.
   • Note: To accurately capture the average time to close, users must manually use the "Close Conversation" button. If this action is not taken, we won't have the means to identify when a conversation concludes.

2. Average Waiting Time:

   • Definition: The average duration from a customer's initial message to the moment an agent responds to the inquiry.
   • Note: To capture accurate waiting times, users must manually respond to customers who reach out. Auto-replies are not included in this metric. If an account doesn't have agents actively responding to messages, this metric may not display data.

3. Total Active Users:

   • Definition: The count of users who have messaged your business on a specific day. For periods longer than a day, this figure represents the daily average.

4. Agent Performance:

   • Metrics: Average time to close and conversations per agent.

Important Note:

We are excited to share that this valuable data will be accessible from December 12th onwards, offering a retrospective view of interactions. Please be mindful that there is an approximate two-day time lag in the data. In practical terms, this means you can analyze data up to two days ago.

We believe that Inbox Analytics will prove to be an indispensable tool for optimizing your customer interactions, enhancing response times, and ultimately elevating your overall customer experience. Your feedback is invaluable as we continue to refine and improve our platform.

Thank you for choosing us as your trusted partner. Embrace the power of Inbox Analytics and unlock a new realm of insights for your business success!