📊 Inbox Activity Reports allow you to measure your team's efficiency and monitor response times across all social media channels. If an action is performed in the Inbox, it can be tracked and reported, making these exports essential for team management and client reporting.
Create Inbox Activity reports
You can generate this report through two primary methods:
In the Inbox: Click on the "Generate report" button.
This button will take you to the Reports Module.
In the Reports Module:
Select your desired time range and working hours.
Select Social Media profiles
Under Select positions to report, you can choose from the following:
Profiles report: Contains moderation parameters for individual profiles.
Moderators report: Contains moderation performance metrics for each moderator.
Inbox tag statistics: Includes a list of items marked with tags and their associated sentiment data.
Export Inbox posts (add-on): Contains content from selected profiles and time range. You can learn more about it in this article.
Access and analyze Inbox Activity reports
Once your report is generated, you can find it in the Reports archive.
Here, you can download your report (.xls file), duplicate it, or delete it:
📉 Profiles report
The Profiles Report is a comprehensive tool that provides insights into both user activity on your profile and your team's moderation responses.
It focuses on moderation parameters for individual profiles, including:
New tickets - All new tickets that appeared in the Inbox in the chosen timeframe. This applies to all kinds of content: posts, comments, sub-comments, mentions, dark post comments, private messages, Messenger messages, and Google My Business questions.
Tickets reacted to by a moderator - how many tickets received at least one moderator action, both publicly visible on social media and within NapoleonCat (reply, like, hide, archive, flag, etc.) within the chosen period.
Tickets with a public moderator reaction - Tickets where an action applied by a moderator is publicly visible, for example, liking, answering in a comment, etc.
Comments responded to with a private message - The number of comments that moderators responded to in a private message. This counts individual action events, not unique items. If a moderator sent 3 private replies in the period, this shows 3.
Number of replies to private messages - the number of replies sent specifically to items that arrived as direct private messages
Archived (Marked as Done) tickets - The total number of tickets marked as done.
New comments -The total number of new comments, both visible and hidden/moderated. It doesn't include: sub-comments, replies on mention posts, dark post comments, or private messages.
New private messages - The total number of new direct private messages received from users. It doesn't include Facebook Messenger messages. Those are counted in New tickets column but have no dedicated breakdown.
Number of open threads - tickets that haven't been marked as done (archived) yet.
Number of archived threads - threads that have been archived (marked as done).
Number of replied threads - threads that have been replied to at least once.
Number of unreplied threads - threads that have not been replied to even once.
Number of assigned threads - threads with an assigned moderator.
Number of unassigned threads - threads without an assigned moderator.
New visitor posts - The number of posts added to your profile by visitors, both visible and hidden. It doesn't include mention posts where a user mentions the page from their own profile.
New ads comments - New comments and sub-comments posted to Facebook Ads, or dark posts.
Average moderator reaction time - The average time it took moderators to react to a ticket. It's calculated from the time the content is posted to Facebook to the reaction time within NapoleonCat
Median moderator reaction time - The median moderator reaction time to a ticket. It's calculated from the time the content is posted to Facebook to the reaction time within NapoleonCat
Shortest moderator reaction time - The shortest time it took a moderator to react to a ticket. It's calculated from the time the content is posted to Facebook to the reaction time within NapoleonCat.
Longest first moderator reaction time - The longest time it took a moderator to react to a ticket. It's calculated from the time the content is posted to Facebook to the reaction time within NapoleonCat.
Average public moderator reaction time - The average time it took moderators to publicly react to a ticket (in other words, in a way that's visible on the social media profile). It's calculated from the time the content is posted to Facebook to the reaction time within NapoleonCat.
The number of moderator first reactions in the 0-30 min range - The number of moderator first replies in the 0-30 min range (included replies in private message).
The number of moderator first reactions in the 30-60 min range - The number of moderator first replies in the 30-60 min range (included replies in private message).
The number of moderator first reactions in the 60 - 120 min range - The number of moderator first replies in the 60-120 min range (included replies in private message).
The number of moderator first reactions in the over 2 h range - The number of moderator first replies in the over 2 h range (included replies in private message).
Types of moderator reactions: Reply, Reply with private message, Like, Unlike, Archive (An item archived twice counts as 2), Unarchive, Delete, Hide, Unhide, Tag user, Tag message, Mark sentiment, Internal note, Send to consult note, Flag, Unflag, Block User, Unblock user
AI Actions: Sentiment: Positive, Sentiment: Neutral, Sentiment: Negative, Hate Speech, Spam
Auto-moderation actions: Reply, Reply in private message, Like, Archive (Mark as done), Delete, Hide, Tag user, Tag ticket, Set sentiment, Assign moderator
👤 Moderators Report
The Moderators Report highlights the moderators themselves and their actions, parameters such as:
Moderator name - Each moderator has their own stats, specific to their actions and timings.
Average moderator reaction time - The average time it took a moderator to react to a ticket. It's calculated from the time the content is posted to the reaction time within NapoleonCat.
Median moderator reaction time - The median moderator reaction time to a ticket. It's calculated from the time the content is posted to the reaction time within NapoleonCat.
Shortest moderator first reaction time - The shortest time it took a moderator to react to a ticket. It's calculated from the time the content is posted to the reaction time within NapoleonCat.
Longest moderator first reaction time - The longest time it took a moderator to react to a ticket. It's calculated from the time the content is posted to the reaction time within NapoleonCat.
Average daily reactions -The average number of reactions per day.
Tickets reacted to - The total number of tickets that had any moderator reactions.
Replies to posts -The number of replies to fan posts.
Replies to comments -The number of replies to comments.
Replies to private messages - The number of replies to private messages.
The number of moderator first reactions in the 0-30 min range - The number of moderator first replies in the 0-30 min range (included replies in private message).
The number of moderator first reactions in the 30-60 min range - The number of moderator first replies in the 30-60 min range (included replies in private message).
The number of moderator first reactions in the 60 - 120 min range - The number of moderator first replies in the 60-120 min range (included replies in private message).
The number of moderator first reactions in the over 2 h range - The number of moderator first replies in the over 2 h range (included replies in private message).
Comments responded to with a private message
Archived (Marked as Done) tickets
Number of open threads - tickets that haven't been marked as done (archived) yet.
Number of archived threads - threads that have been archived (marked as done).
Number of replied threads - threads that have been replied to at least once.
Number of unreplied threads - threads that have not been replied to even once.
Types of moderator reactions: Reply, Reply with private message, Like, Unlike, Archive, Unarchive, Delete, Hide, Unhide, Tag user, Tag message, Mark sentiment, Internal note, Send to consult note, Flag, Unflag, Block User, Unblock user
🔖 Inbox Tag Statistics
Did you know that you can tag customer interactions in Social Inbox for easy tracking? It's a handy way to know what the messages are about.
Here's what you'll find in the Inbox Tag Statistics spreadsheet within the Inbox Activity Report:
Inbox tag name
The amount of content tagged: Number of messages tagged with this tag.
Sentiment (Positive, Neutral, Negative): sentiment associated with this tag
AI Sentiment (Positive, Neutral, Negative): sentiment associated with this tag marked by the AI Assistant
💬 Need a hand? Our Customer Success team is always here to help! Talk with us in chat in the bottom-right corner of your screen.