So you’ve generated your first Inbox Activity Report. Great! But now that you have all these metrics, you’re probably wondering what they all mean. Read on to find out.

If you’re interested in moderation parameters for an individual profile, you can find them in the Profiles Report.

The report shows data for a selected period of time and includes hours (either work hours, outside of work hours or both) that can be set individually. It presents both data concerning the span of fan activity, and moderators’ reactions and responses. We count all the messages, comments, and reactions one by one and provide you their exact number. What’s more, you can also find the averages and medians for several metrics. We use one collective term for all kinds of content incoming to your inbox. Regardless if it’s a private message, a comment, or a review, we call it a ticket. Here’s exactly what the report includes.

In the very first columns you can see general data for all the tickets that appear in your NapoleonCat inbox (depending on the social platform: private messages, comments, fan posts, etc.):

  • The overall number of new tickets (D)
  • The number of tickets with any moderator’s reaction (either public or internal) (E)
  • The number of tickets with a moderator’s public reaction (F)
  • The number of comments responded to privately (G)
  • The number of replies to private messages (H)
  • The number of all archived tickets (I)

Then, the analysis goes deeper. We separated tickets into comments, private messages, visitors’ posts, and dark post comments:

  • The overall number of new comments (J)
  • The overall number of new private messages (K)
  • The number of new visitors’ posts (L)
  • The number of new dark post comments (M)

As you’re already well acquainted with visitors’ activity on your profile, it’s time to have a look at how the incoming messages have been moderated. First, you can see the average moderator first reaction time. Moderator reactions are all the actions that the moderators undertake using NapoleonCat (comment, like, send a message; but also send to consultation, tag users, mark sentiment etc.). We start counting the reaction time from the moment of publication on a social platform and stop when the moderators react. We include:

  • Average time of moderator reaction (N)

The value comes from the total of all the reaction spans divided by their number. You can also see the median time for moderation reaction which is the middle value among all the reaction spans:

  • Median time of moderation reaction (O)

And also:

  • Shortest reaction time (P)
  • Longest reaction time (Q)

Note that not all moderator reactions are visible to your visitors. Not to worry, there’s a separate section where we show data for publicly visible reactions:

  • Average time of public reaction (R)

Should you be interested in how much time it takes for the moderators to react, we’ll show you the number of moderator first reactions in four ranges of time:

  • Moderator reactions in the 0-30 min range (S)
  • Moderator reactions in the 30-60 min range (T)
  • Moderator reactions in the 1-2 h range (U)
  • Moderator reactions in the over 2 h range (V)

The first reaction can be any reaction within the inbox, both visible and invisible to fans. It means that if a moderator tagged sentiment right after a new comment had popped out and, subsequently, answered two hours later, we’ll show you here how much time it took the moderator to tag sentiment, not to reply.  

We also count how many times the moderators:

  • Replied (W)
  • Replied with private message to a comment (X)
  • Liked a ticket (Y)
  • Unliked a ticket (Z)
  • Archived a ticket (AA)
  • Deleted a ticket (AB)
  • Hid comments (AC)
  • Tagged a fan (AD)
  • Tagged a ticket (AE)
  • Marked sentiment (AF)
  • Added an internal note (AG)
  • Sent a ticket to consult (AH)
  • Flagged a ticket (AI)
  • Blocked users (AJ)
  • Unblocked users (AK)

Finally, we add all the moderator reactions together and show you the:

-Total (AL)

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