Inbox Activity Report: Profiles Report Explained

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 user activity, and moderators’ reactions and responses. We count all the messages, comments, and reactions one by one and provide you with 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.):

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

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's 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:

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:

And also:

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:

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:

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:

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

-Total (AL)