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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 - Facebook, Twitter, Instagram, Facebook Messenger, WhatsApp, SMS. You'll find several reports with the drop-down list located at the left of the secondary navigation bar.
 
Warning : Data are available only from the release date (we are not retrieving previous data)
 
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FILTERS
 
Please select the social media : Facebook, Twitter, Instagram, Messenger, Whatsapp, SMS
 
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CONTACTS REPORT
 
"Contacts" report is declined 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* closed** during the period.
  • Received messages: total number of messages within a conversation received by the agents over this period of time. (New indicator - replaces the occupancy rate indicator)
  • Sent messages: total number of messages within a conversation sent by the agents over this period of time. (New indicator - replaces the occupancy rate indicator)
  • Contacts with no responses : number of contacts initiated by a visitor with no response from an agent
  • Contacts per hour : average number of contacts processed by an agent for an hour of production
  • Contact / HR on the website : average number of contacts handled by all agents during an hour of production
  • 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. 

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*One contact = one chat conversation with a visitor on one single type of messages. We count one contact as soon as the conversation has been closed manually or automatically after 7 days of inactivity.

We associate this contact with the statistics from the date of the last message sent.

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.

*** Important: the sent / received messages will be taken into account in the reports only if the conversation is closed (manually or automatically). Once the conversation is closed, all the messages it contains will be counted in the reports on the date of the last message exchanged. This figure also implies the number of publications produced by the mark over the given period
 
PRESENCE REPORTS
 
The Presence report is declined : The Overview, and the Status. For now, only the Overview is available for each social media. 
 
Inside this report, you'll find those Keys Performances Indicators:
  • Log-in time : Length of time during which agents were logged in. Length of the time during which at least one agent was present.
  • Accumulated log-in time : Total period during which the agents were connected to the discussion panel. 
  • Maximum number of agents logged in :Maximum number of simultaneously connected agents over a given period.
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SALES REPORT
 
In the same way as the contacts Presence, 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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