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Team Performance > Activities

Last Updated: Nov 15, 2016 06:32AM EST

The "Activities" pages, on the Team Performance Dashboard, show statistics on how often the different actions in the Inbox take place. We created two levels:
 

 

If you wonder how we get to all these numbers, please check the information about how we calculate all metrics at the bottom of the general Team Performance Support Article

 

 

Overview


If you're eager to know what type of action is being performed most often by all the users within your account, take a look at our Team Performance page and click on Activities > Overview. The first thing you will see are some general statistics:



 
  • Total Mentions:
    The total amount of mentions that were published during your selected date range and matching your current filter. This KPI is thereby calculated based on the date on which your mentions were published.

    For the 'Unique Users' listed here we take a look at how many unique users we could detect in the dataset. Uniqueness is based on author.id, not on name. This means that a mention from a Facebook user named "Jozefien Verhaeghe" and one from a Twitter user named 'Jozefien Verhaeghe' will be counted as 2 unique users, since they have a different author.id. Also, some mentions don't have such an id, and those aren't included in the calculation (eg. some blog posts).

     
  • Mentions with Actions: How many mentions published during the current date range and matching the filters have an action (eg. tag, resolve, reply,...) taken on them? This KPI is again calculated based on the date on which your mentions were published.

     
  • Avg. Time to First Action (during BH): Of all actions done during the selected date range, how much time did it take all users on average to take an action? This is based on the difference between the moment on which the mention was published, and the moment on which the action was taken in CX Social. The dataset used to calculate this KPI thereby is based on the action time. 
     
 



             Take note that business hours are incorporated in the calculation of this action time. You can           turn this function of by hitting the switch on the top of the page.

 
  • Unique Users Serviced: How many unique users did you service during the selected date range? Here we look at how many mentions you performed an action on during the selected date range, and how many unique users we could detect in these mentions.

     
  • Activity Overview: The chart gives an overview of the actions that were taken on a specific day versus the total amount of mentions. Below this chart, two tables give you an overview of the Total Amount of Actions and their Average Time per Type of Action.




 

  • Total Actions by Type: Overview of all the different actions done during the selected date range.




     
  • Average Time per Action: How much time is spent, on average, between the moment the mention was posted and the specific actions were performed (again for all users).

Each action is clickable and brings you to a detailed page with statistics about this type of action. Clicking the numbers is also possible, and will result in a pop-up with the mentions behind the numbers. 

 

One Specific Action


If you click the small triangle next to "Activities", you will discover several sub menu items, one for each action type to be precise.



Those pages again start with 4 metrics:

 

 

  • Total X: Total amount of times the users performed this specific action during the current date range.

    Beneath this figure, you'll also find the amount of unique users we detected in the above dataset. Uniqueness is based on author ID, not on names. This means that if you gathered 2 mentions: one from Facebook User "Jozefien Verhaeghe", and one from Twitter User "Jozefien Verhaeghe", they will be counted as 2 persons since they'll have a different author ID's. Also, mentions without an author ID, such as some blog posts, are not included.

     
  • Mentions with Action X: On how many mentions that were published during the selected date range and are matching your filter did the users perform the selected action?

     
  • Average (amount of) Action per Mention: On average, how many times did you perform the selected action during your selected date range and filter? 

     
  • Avg. Time per Action: For each time this specific action was performed during your selected date range and matching your filter, how much time did it take on average before the selected action was done? This amount of time is based on the difference between the moment on which the mention was published and the moment on which the action was done in CX Social.
     



    Take note that business hours are incorporated in the calculation of this action time. You can turn this function of by hitting the switch on the top of the page. 
     

Lower on this page you can find an Overview chart showing you how long it took the users to perform this specific Action on average per day (red). We also show the number of mentions this type of Action was performed on by all the users together (blue) and how many times the action was performed (orange). 

 

 

Next, you will find charts focussing on the activity both 'per hour of day' and 'per day of the week'. 



As for what is shown in the charts, the right top corners let you decide between two options:
 

  • Average Time: Time it takes, on average, before the action is performed on a mention (time between publishing time of the message and the moment when the action was performed in CX Social). The time is reflected on the day the action took place.
     
  • Total of Action: The total amount of times this action was performed, again reflected on the day on which the action took place.

When you're looking at the detailed info for replies, you'll find that there is a third option: 
  • User delay: The same calculation as Average Time, but this time shown on on the day the mention was published (shown in the mention's time stamp). This gives you the customer's side of the story, since this reflects the actual time the customer had to wait for a reply. When it comes to Team evaluation, Average Time might be a better metric to evaluate your team, since this reflects the brand's point of view. 
 

The bottom two charts reflect how individual users are performing this action, both in amount (left) and time between the mention was posted and the action happened (right). For both charts, the color of the bar indicates whether this result is under (red), around (blue), or above (green) the team average, that is indicated with a vertical dotted line.





In the left chart, showing you the amount of actions per user, the right top allows you to choose between two options: 
 

  • Total X: The amount of times this action was performed during the selected date range. 
  • Mentions with X: The amount of mentions on which this action was performed during the selected date range.



(For example, it's possible that you replied to the same mention 2 times. 'Total Replies' would then be 2, while 'Mentions with Replies' would only be 1.)


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