Help Center

Performance: General Explanation

Last Updated: Jan 20, 2017 10:13AM EST

Our Performance dashboard gives you detailed insights into the way your social media team handles the social messages arriving in your CX Social Inbox. Our statistics go from average response time indicators to a comparison of the volume handled per team member or per team. At the bottom of this Support Article, you can find more information on how we calculate these different metrics.
 

 

 

Types of Statistics

 

Under Performance, you find tree menu items: 


 

  • Users: Overview and comparison of the different users to see who is the most active and takes which actions the most (more information in this detailed support article).
     

  • Teams: Overview and comparison of the different teams to see which team is the most active and takes which actions the most (more information in this detailed support article).

 

You can access these pages by clicking the Performance tab in the left hand menu. Important to note: These statistics can only be accessed when you have a Manager or Administrator User Role within CX Social, or if your custom user role allows it. Only certain plans have access to the this part of CX Social.
 

 

 

 

Calculation

 

To understand all charts and numbers correctly, it's important to know the way we calculate them. 

First of all, it's important to know the calculation is based on the mentions from the topics you have selected in the left sidebar. Each action done by a Team member on one of those mentions is taken into account. Only exception: by default, likes are not included, but including these is perfectly achievable through working with filters


Furthermore, there are different ways of calculating, depending on which type KPI you're looking at:


Action amounts
The amount of actions made during a selected date range is calculated based on the date the action took place on, not the date the mention was published.

All calculations are based on actions done within CX Social, on mentions from maximum 28 days before your selected date range.

To take into account the possibility of multiple actions on a mention, we often provide both the total amount of actions (eg. 5 tags were added) , and the amount of unique mentions with actions (eg. 2 mentions received tags).


Action Time 
‚Äč
Any action time is the difference between the moment the post was made (see the mention's time stamp) and the moment you take the action (eg. tag a mention).


Average (Time/Amount)
An average shows how often this action is performed on average for all users (Average Amount) or how long it takes for the action to be done on average for all users (Average Time). However, we only take mentions into account that have actions, eg. a mention that never got a reply will not be included in "average reply time" statistics.


Time Spent
Log-in time or time spent, is the time you actively spent in CX Social. As well viewing several pages as taking actions (replying, resolving, etc.) will be registered as log-in time. Note that every time you are taking action in CX Social there will be calculated and added 5 minutes to your time spent. Of course for example, when you are replying and resolving a mention within 5 minutes, only one time 5 minutes will be added to the total time spent. On the other hand, when you, for example, reply to a mention and only resolve the mention 5 minutes later, without doing any actions in between those two, two times 5 minutes will be added to the total time spent in CX Social. 

This also means clicking white space, moving your mouse cursor randomly or simply being logged in won't be seen as an action and thus not registered as log-in time. Time frames are used to make up for loading and reading time.  

Note: as of January 22nd 2015, time spent includes active use time of the CX Social mobile app. This may cause a sudden increase for your users' time spent in that period. 


Handle Time
When working on mentions in the inbox we keep track of how long agents are working on a specific mention. This information allows you to evaluate the performance of your customer care team and identify typical problems that take look to solve. See our dedicated support article to read more about this.


 

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Other Support Articles on Team Performance: --------

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