Statusbrew's Engagement Reports help you analyze how well your brand and your team are responding to messages on social. These metrics help you gauge your team's performance, discover opportunities to manage the team's workflow better, and allocate proper resources for unparalleled social care.
Also, read - Working In Engage With Your Team
Engagement Metrics Available
Here is a breakdown of different engagement metrics available in Statusbrew.
- Total New Conversations: Total number of inbound conversations initiated by any new inbound direct message, comment on your post, mention of your brand, or a rating on your business grouped by the date the conversation started.
- Conversations By Type: The breakdown of all the incoming conversations (mentions, comments, messages, etc) by their type.
- Total Conversations Participated In: The number of conversations all the team members have replied to, grouped by the date of the conversation response.
- Total Replies Sent: The total number of replies all team members have sent in all the conversations, grouped by the date of the conversation reply.
- Total Conversation Closed: The number of conversations closed by all team members, grouped by the date the conversation was closed.
- Median First Reply: Median First Reply Time is the midpoint number for all of the first reply times by all team members. This means that half of the reply times are higher than that, and the other half are below that. It is grouped by the date the conversation started. To get rid of any discrepancies for the median reply times, you can set up Office Hours.
- Median Reply Time: The median time it takes to reply to a conversation at any point by all team members including their first response, grouped by the date the conversation started.
- Median Close Time: The median time it takes to close a conversation by all team members, grouped by the date the conversation started. If you re-open a conversation, later on, the elapsed time for when the conversation was closed will not be counted in Median Close Time.
- Busiest Period for new conversations: The average day and hour team members participated in the new conversations over the selected period. Light colors show the quietest hours, darker colors show the busiest.
- Busiest Period (Most Responsive Time for Team Members): The average day and hour team members participated in the most conversations over the selected period. Light colors show the quietest hours, darker colors show the busiest.
- Total Replies: The total number of replies a team member has sent across all the conversations for a selected time period.
- Total Replies % Change: The percent change in the number of replies a user has sent in the selected time period as compared to the previous period.
- Total Close: The total number of conversations closed by a user over the selected time period.
- Total Close % Change: The percent change in the number of conversations closed by a user as compared to the previous period.
- Median First Reply Time (By Team Member): Median First Reply Time is the midpoint number for all of the first reply times by a particular team member. This means that half of the reply times are higher than that, and the other half are below that.
- Median First Reply Time % Change (By Team Member): The percent change in the Median First Reply Time for the selected period as compared to the previous period.
Using these metrics, you can:
Track Team's Performance & Response Times
With the help of our "Median Reply Time" & "Median Close Time," you can identify gaps & build robust social customer service workflows.
Track Inbound Conversation Volume
Quickly identify the volume of inbound conversations across different networks & fine-tune your engagement strategies.
Visualize Data & Track Trends
Understand the ongoing trends and how well you are responding on social. Stay up to date with how well your audience is reacting to your brand's engagement. Understand the effect of any change in the social media engagement strategy.
Here's everything you need to know about Reports in Statusbrew.
Reports - Statusbrew Help Center