Common Analyze FAQs
Analyze FAQs
What does 'Dismiss' mean?
Refers to the action of removing a conversation from your personal queue after you have added the necessary tags, tiers, and protocol, and/or issued a response. Dismissing a conversation indicates that you have addressed the issue and no longer need to track it, helping to keep your inbox organized and focused on active discussions.
What does 'Response Rate' mean?
Refers to the rate at which interactions are responded to. NOTE: This is NOT just raw outbound/inbound volume, but instead takes into consideration INTERACTIONS where certain messages may not require a response or where a single inbound message may have multiple outbound replies. This is a more accurate representation of response rate for teams managing volume at scale.
What does 'Responded to # Interaction' mean?
Refers to the total number of interactions that have received an outbound reply. An interaction is defined as one or more pieces grouped together within a single conversation, which can include a single inbound message and its reply, or a back-and-forth exchange between your brand's profile and an online user. This metric provides insight into how effectively your team engages with users and addresses their inquiries.
What is the 'Median Time to Resolution'?
Refers to the midpoint of the time taken to respond or dismiss a message. This metric provides valuable insight into the efficiency of your digital support processes, helping to identify trends and areas for improvement in customer service.
What does 'inbound' and 'outbound' mean?
Inbound Volume refers to the total number of messages or interactions received by Engage from users or customers online. This includes all incoming inquiries, comments, and private messages directed toward your brand.
Outbound Volume refers to the total number of messages or responses sent out from Engage or native channels to users or customers online. This includes replies to inquiries, proactive outreach, and any other outgoing communication initiated by your brand.
How can I see comments per day or per hour?
These metrics are available on the Volume Page of DGTL Analyze and have dedicated visualizations. You can click on any point of the graph/chart to pull up the day or hour's Drillthrough Panel. The Drillthrough Panel shows a more detailed breakdown of all inbound and outbound messages.
TIP: You can export the data from your Volume by Hour heatmap by clicking the 3 dot menu at the top of the widget. This will copy the data to your clipboard. Paste the data in a blank Microsoft Excel document, Google Sheet, or alternative spreadsheet software.
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