Understanding Analyze: Users Page
Introduction to Analyze's Users Page
The Users Page Overview
The Users Page in DGTL Analyze offers an in-depth look at individual user activity within your team's inbox (DGTL Engage). Here, you can track key metrics such as the number of conversations viewed, messages replied to, and the user's overall response rate and median response time. Additionally, you'll see how many conversations they dismissed and the specific actions they've taken, including protocols set, tiers assigned, and tags added to messages.
You can drill through to view all their managed conversations by clicking 'VIEW ALL' in the upper right-hand corner of the 'Volume by Day' widget.
What is the "Views" Metric?
The "Views" metric represents the total number of new pieces that have been viewed by a user. A new piece refers to any comment or message that arrives since the most recent time a conversation was claimed. Importantly, the metric only counts the first time a user views a piece, multiple views of the same item by the same user are not counted.
This helps provide an accurate representation of your direct engagement with conversations in the system.
For example, if you claim a conversation and view a piece, then reassign it to a teammate who views the same piece, then reassign it back to you, the view will only count once for your user. The views metric is only updated when a conversation is assigned to you or claimed by you; simply viewing a conversation in the Overview page or in Shared Queue mode without claiming it will not contribute to the view count.
Related Articles
Understanding Analyze: Accounts Page
Introduction to Analyze's Accounts Page The Accounts Page Overview The Accounts Page is a key feature of our analytics platform, providing account-level insights for your authenticated social media channels. The page is divided into two main ...Understanding Analyze: Content Page
Introduction to Analyze's Content Page What Does the Content Page Display? Analyze's Content Page displays an overview of Individual Post Performance across your social media channels. Clicking on any of the individual posts will bring up more ...Understanding Analyze: Sentiment Page
Introduction to Analyze's Sentiment Page The Sentiment Page Overview The Sentiment Page provides a comprehensive visual representation of the sentiment associated with conversations in Engage. This page empowers you to understand customer perceptions ...Understanding Analyze: Responses Page
Introduction to Analyze's Responses Page The Responses Page Overview & Key Terms The Responses Page displays more details on responses sent through DGTL Engage. Let's walk through all the different widgets, graphs, and features of the Responses Page: ...Understanding Analyze: Volume Page
Introduction to Analyze's Volume Page The Volume Page Overview Let's walk through all the different widgets, graphs, and features of the Volume Page. The Volume Page is made up of the following widgets: Volume Summary Inbound Volume Total Outbound ...