Introducing Comm100’s Social Report

May 29th, 2018 | Transcripts & Reports

Comm100’s Social Media Integration allows your agents to handle social media queries from your Facebook Page, Twitter account and WeChat Official Account. Different types of social media interactions will be created as conversations in your Agent Console. This new reporting system will allow you to access comprehensive metrics to better understand agent performance and efficiency, conversation sources and volumes, and more.

Our Social Report includes 4 independent reports: Social Real Time, Social Volume, Social Source, Social Efficiency.

Social Real Time

The Social Real Time report gives an at-a-glance view of all conversation’s handling status, agent performance. The data keeps you informed in real-time for all the conversations generated from your social media channel.

The report can be viewed by Site, by Department and by Agent. Metrics in this report include:

  • Right Now
    • Unassigned Conversations

      The number of conversations that do not have any Agent or Department assigned to them.

    • Open Conversations

      The number of conversations with statuses of New, Pending Internal, Pending External or On-Hold.

    • New Conversations

      The number of conversations with New status.

    • Pending Internal Conversations

      The number of conversations with Pending External status.

    • Pending External Conversations

      The number of conversations with Pending External status.

    • On-Hold Conversations

      The number of conversations with On-Hold status.

    • Urgent Conversations

      The number of conversations with Urgent priority.

    • High Priority Conversations

      The number of conversations with High priority.

    • Today’s Replied Conversations

      The number of conversations that were replied to today.

    • Today’s Closed Conversations

      The number of conversations that were closed today.

  • Today
    • Created Conversations

      The number of conversations that were created today.

    • Closed Conversations

      The number of conversations that were closed today.

    • Replied Conversations

      The number of conversations that were replied to today.

    • Reopened Conversations

      The number of conversations that were reopened today.

Socail Report Real Time

Social Volume

The Social Volume report shows how many conversations occurred on your site within a specific time period. The report can be viewed by Time, by Department, by Agent and by Social Account.

Metrics in this report include:

  • Open Conversations

    The number of conversations with New, Pending Internal, Pending External or On-Hold statuses.

  • Created Conversations

    The number of conversations that were created.

  • Closed Conversations

    The number of conversations that were closed.

  • Replied Conversations

    The number of conversations that were replied to.

  • Reopened Conversations

    The number of conversations that were reopened.

Socail Volume Report

Social Source

The Social Source report breaks down the number of messages or posts from different social networking services and accounts within a specific time period. The report can be viewed by Time, by Department, by Agent and by Social Account.

For Facebook, you can view the number of conversations created from Facebook Wall Posts, Facebook Visitor Posts and Facebook Messages. For Twitter, you can find the number of conversations created from Tweets and Direct Messages. For WeChat, it shows the number of conversations created from WeChat Messages .

Socail Source Report

Social Efficiency

This report shows the agent average response time, average first response time, and average time to close a conversation. The report can be viewed by Time, by Department, by Agent and by Source.

Metrics in this report include:

  • Avg. Agent Response Time

    The average amount of time it takes an agent to respond to a social message.

  • Avg. First Response Time

    The average amount of time it takes an agent to send the first response in a social conversation.

  • Avg. Conversation Time

    The average amount of time it takes an agent to close a social conversation.

  • Avg. Social User Messages

    The average number of messages sent by social users in a social conversation.

  • Avg. Agent Messages

    The average number of messages sent by agents in a social conversation.

Socail Efficiency Report

If you need any further assistance to help you get started with our Social Report, feel free to Chat with us now!

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