Community Manager Insights - Conversation Statistics

Overview

Customers who use VSocial to manage their Social Communities will be pleased to know that VSocial includes powerful insights on the Conversations and Agent activities.

To access these insights, 

11-25-2013_11-23-26_AM.jpg

Conversation Insights

The default option on the left of the screen when loading Community Manager Insights will be Conversation Statistics.

11-25-2013_2-40-15_PM.jpg

The Conversation Statistics will look similarly to the screenshot below.

 11-25-2013_2-30-36_PM.jpg

Insight Periods

When first loading the Conversation Insights, by default the statistics for today (since midnight) will be shown. You can change the period to a different period (listed below) by clicking on the period dropdown, selecting the desired period, then clicking on Filter.

11-25-2013_2-40-15_PM.jpg

The available statistic periods are:

  • Today
  • Yesterday
  • This Week (Week begins on Mondays)
  • Last Week (Week begins on Mondays)
  • This Month
  • Last Month
  • This Year
  • Last Year

*Date cut offs are determined by the timezone for the client.

Statistics for Today and Yesterday are are updated every hour. The other periods are updated on a once-a-day basis.

Conversation Statistics

The focus of the insights are the statistics shown in the Conversation Statistics table.

11-25-2013_2-57-55_PM.jpg

Each Point of Presence (POP) is represented in its own row.

Before we discuss the numbers, let's first look at a few definitions:

  1. All statistics omit (do not include) any post on the Social Media Account (POP) by the Brand that wasn't done from VSocial.

  2. The clock for the SLAs starts when the incoming conversation came into VSocial (or the start of the next work day) e.g., a conversation that came in at 3AM will be counted as coming in at 9AM if the work day begins at 9AM.

  3. "First Action" is defined as First Reply or status change to Closure or Ignore. First Action does not include other status changes, tagging, assignments, etc.

  4. Outside SLA figures include incoming conversations that have either been actioned outside of SLA and those that are still waiting

SLAs and Work Hours are configured for each client using VSocial. By default, the following values are used:

  • SLA First Action - within 4 hours
  • SLA Closure - within 24 hours
  • Work hours: M-F, 9am to 6pm SGT (UTC +8)

Incoming

Number of incoming conversations during period. Example periods:

  • Today - since midnight (00:00:00) this morning
  • Yesterday - between midnight and 23:59:39 yesterday
  • This Week - since Monday at midnight
  • Last Week - between midnight last Monday until 23:59:59 Sunday night

Composed

Number of outgoing conversations composed from VSocial during period (see examples in Incoming above). By "conversations composed", we mean new top-level conversations that originate from VSocial. This includes Wall posts and new tweets by the brand. This does not include replies to incoming conversations (see Replies below). 

Replies

Number of outgoing replies to incoming conversations authored from VSocial during period (see examples in Incoming above).

Waiting

Number of incoming conversations that are currently still waiting for First Action during period (see examples in Incoming above). See definition of "First Action" above.

Longest Wait

For conversations that came in during period (see examples in Incoming above), longest time waiting for First Action only for those that have eventually had an action taken on them (Close, Ignore, Reply) [Hours:Minutes:Seconds]. This means, if a conversation is still waiting (hasn't been closed or replied to), then it will not be represented here.

Average Wait

Average Wait - For conversations that came in during period (see examples in Incoming above), average time waiting for First Action only for those that have eventually had an action taken on them (Close, Ignore, Reply) [Hours:Minutes:Seconds].

SLA First Action

Number of incoming conversations that had a First Action taken inside (outside) of the SLA for conversations that came in during period defined above (see examples in Incoming above). Notice there are two numbers in this column, one outside of parenthesis, and one inside, e.g. 6 (7). The first number (outside of the parenthesis) represents the number of conversations that had a first action within the SLA. The second number (inside of the parenthesis) represents a combination of incoming conversations that have been actioned outside of SLA and those that are still waiting for first action.

SLA Closed

Number of incoming conversations that have been closed or ignored inside (outside) of the SLA for conversations that came in during period defined above (see examples in Incoming above). As with the SLA First Action, there are two numbers in this column, one outside of parenthesis, and one inside, e.g. 5 (8). The first number (outside of the parenthesis) represents the number of conversations that were closed (or ignored) within the SLA. The second number (inside of the parenthesis) represents a combination of incoming conversations that have been closed (or ignored) outside of SLA and those that are still waiting for closure.

 

 

Have more questions? Submit a request

Comments