Let's dive into the nitty-gritty of NapoleonCat's Inbox Activity Reports. They're are your comprehensive tool for monitoring your team's efficiency and the dynamics of customer engagement on your socials.
In case you missed it, here's how to generate Inbox Activity reports.
And this article? It's your go-to buddy for making sense of all those numbers and metrics that show up in your report!
๐ If you tick all checkboxes upon creating a report, the Inbox Activity Report can be divided into three different spreadsheets, each focusing on a different set of parameters: Profiles Reports, Moderators Reports, and Inbox Tags Stats.
Before we dive in, a quick heads-up: There's a collective term for all kinds of content incoming to your inbox. Whether it's a private message, a comment, or a review, it's called a ticket. ๐๏ธ
We get it, that's a lot of data to wrap your head around.
So, let's make sense of it all by breaking these reports down into easy-to-understand sections. ๐
Profiles Report
๐ The Profiles Report is a comprehensive tool that provides insights into both user activity on your profile and your team's moderation responses.
It's like having a detailed roadmap of your social media journey, showing you where you've been and how you've interacted with your audience!
Tracked metrics
Here's a quick rundown of what the Profiles Report includes:
๐ฉ General Data: This section provides an overview of all the tickets that appear in your NapoleonCat Inbox. Tickets can be anything from private messages, comments, fan posts, and more. Here's what you'll see:
The overall number of new tickets (D);
The number of tickets with any moderatorโs reaction (either public or internal) (E);
The number of tickets with a moderatorโs 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)
๐ Detailed Analysis: This part dives deeper into the tickets, separating them into comments, private messages, visitorsโ posts, and dark post (ad) comments:
The overall number of new comments (J);
The overall number of new private messages (including all messages in threads, not just threads) (K);
The number of new visitorsโ posts (L);
The number of new ad (dark) post comments (M);
โฑ๏ธ Moderation Metrics: This section gives you a look at how incoming messages have been moderated. It includes:
Average time of moderator reaction (N);
Median time of moderation reaction (O);
Shortest reaction time (P);
Longest reaction time (Q);
Average time of public reaction (R)
๐โโ๏ธ Moderator Reaction Ranges: If you're interested in how quickly your moderators react, this section shows the number of moderator first reactions in four time ranges:
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);
๐ฃ๏ธ Moderator Actions: This part counts how many times the moderators have:
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)
Metric calculation method
๐ Understanding Reaction Time Metrics: When it comes to gauging the speed of your team's responses, the clock starts ticking the moment a ticket (a comment, private message, fan post, etc.) is published on a social platform.
The timer halts when your moderators react. This reaction can be any action taken within NapoleonCat, such as commenting, liking, sending a message, tagging users, marking sentiment, and more.
For example, if a moderator tagged sentiment right after a new comment popped up and then answered two hours later, the time it took the moderator to tag sentiment, not to reply, is shown.
๐ Public Reaction Time: Not all moderator reactions are visible to your audience. For those that are, the average time of public reaction (R) is calculated.
This helps you understand how quickly your team responds to tickets in a way that's visible to your audience!
Moderators Report
๐๏ธโ๐จ๏ธ The Moderators Report is like a performance dashboard for each member of your team. It's a detailed scorecard that tracks the actions and responses of each moderator on your account!
Take a look below for a detailed breakdown. ๐
Tracked metrics
๐ฅ Moderator name: Each moderator has their own stats, specific to their actions and timings
โฑ๏ธ Average moderator reaction time: How quickly does each moderator respond on average?
๐ Median moderator reaction time: What's the middle value of all reaction times for each moderator?
โก Shortest moderator first reaction time: Who's the quickest to react among your team?
๐ข Longest moderator first reaction time: And who took the longest?
๐ Average daily reactions: How many reactions does each moderator handle daily?
๐๏ธ Tickets reacted to: How many tickets has each moderator responded to?
๐ Replies to posts: How many posts has each moderator replied to?
๐ฌ Replies to comments: And how many comments?
๐ Replies to private messages: How many private messages has each moderator responded to?
โฑ๏ธ The number of moderator first replies in the 0-30 min range (including replies in private messages)
โฑ๏ธ The number of moderator first replies in the 30-60 min range (including replies in private messagse)
โฑ๏ธ The number of moderator first replies in the 1-2 h min range (including replies in private messages)
โฑ๏ธ The number of moderator first replies in the over 2 h range (including replies in private message)
๐ Comments responded to with a private message: How many comments were responded to privately by each moderator?
๐ฆ Archived tickets: How many tickets has each moderator archived?
๐ญ 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 Stats
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 and mark their sentiment!
Here's what you'll find in the Inbox Tag stats spreadsheet within the Inbox Activity Report:
๐ Profile name: Which profile is the tag associated with?
๐ท๏ธ Inbox tag name: What's the name of the tag?
๐ Inbox tagged messages count: How many messages have been tagged with this tag?
๐ Sentiment (Positive, Neutral, Negative): What's the sentiment associated with this tag?
And... that's a wrap.
๐จ๏ธ Still got questions? Don't hesitate to reach out to our Customer Success team on chat! Find us in the bottom right-hand corner, ready to lend a paw.