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Social Media Statistics

Introduction
 
Please consult the "Reporting" area in the iAdvize interface if you want monitoring your social media performances. You'll find several reports with the drop-down list located at the left of the secondary navigation bar.
 
 
FILTERS
 
The social media KPI are only able if you filter with the canal "Social". Without this view selected, statistics won't appear in the administration and are not added with the filter "Total".  
 
 
 
CONTACTS REPORT
 
"Contacts" report is declinde in 3 categories: activity, reactivity and missed opportunities. Only the activity report is able for the moment in the iAdvize administration. 
 
Inside this report, you'll find those Keys Performances Indicators:
  • Contacts: number of conversations* initiated and closed** during the period.
  • Initiated contacts***: number of conversations started (this indicator including the number of closed contacts).
  • Active contacts: number of conversations having received at least one response from an agent over this period of time. 
  • Number of messages received: total number of messages within a conversation received by the agents over this period of time. 
  • Number of messages sent: total number of messages within a conversation sent by the agents over this period of time. 
  • Average handling time: average length of all contacts, the length of a contact being defined as the difference between the end time (the closure) and start time. 

 

*One conversation = an exchange with a user on a single message type for 7 days of activity.

Ex : if a surfer initiate the brand with a Facebook comment, and then continue the contact with a private message, also it  la marque en commentaire, puis bascule en message privé, then this represents two separate conversations. There isn't unification of the data depending the social id of the client.

Warning: several comments on a same post could represent few conversation if it isn't an answer of the comment. Please find below an example: 

** A conversation is closing manually or automatically after 7 days of inactivity (without answer of the internet user or from your agent). Since the closing of the conversation, it's impossible to find the conversation in the picking list. The delay of closing isn't customizable.

*** This figure also implies the number of publications produced by the mark over the given period
 
SALES REPORT
 
In the same way as the contacts report, the sales reporting is declined in two categories: activities and missed opportunities. For the moment, only the sales report is available in the iAdvize administration. 
 
Inside this report, you'll find those Keys Performances Indicators:
  • Conversation rate: percentage of conversations wich led to a transaction. 
  • T/O after contact: total turnover from visitors who dialogued and completed a transaction after a contact. 
  • Transactions after contact: total number of transactions from visitors who dialogued and completed a transaction after a contact. 
  • Average order value after contact
  • Time before purchase: average time between the first exchange and the transaction. 
 
 
 
 
 
 
 
 
 

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