Social messaging and SMS reports
Review social messaging and SMS conversations, replies, delivery and sales using channel-specific reports.
What it is
Social and Text reports show how your messaging conversations are handled. You can review operator productivity, conversation details, dispositions and attributed sales. Text also reports SMS message delivery and customer STOP requests.
Who uses it and why
- Operators review replies, conversations handled and delivery problems.
- Supervisors compare operators and teams, and check conversations that remain open.
- Administrators check channel activity and reporting access.
Where to find it
With the Reports role, open Reports, select your website, then choose Social or Text in Report Menu.
Social includes Disposition, Productivity, Productivity By Date, Detail, Team Comparison, Utilization and conversion reports. Text also includes Summary, Operator, Team Summary and Text Detail.
How it works
- Choose the report and set Date From and Date To.
- Select the platform and other filters offered by that report. These can include operators, teams, subsites, tags and sentiment.
- Select Apply Filters.
- Use detail links where available to inspect the conversations or sales behind a result.
In messaging productivity reports, these columns answer different questions:
| Column | What it counts |
|---|---|
| New Conversations | Distinct conversations started in the period and first replied to by that operator. |
| Open Conversations | Distinct conversations the operator replied to in the period that have not yet closed. |
| Closed Conversations | Distinct conversations ended in the period that the operator replied to, even if they started earlier. |
| Total Conversations Handled | Distinct conversations the operator replied to during the period, regardless of their start or end date. |
| Operator Messages | Replies the operator sent during the period. |
In Text › Summary, customer and operator messages have separate totals. Average Reply Time measures the time from the customer's last message to the next operator message. Average Operator Reply Time removes queue time from that interval.
Configure it
Someone with the Settings or Manager role can check your Reports role and website access at Settings › Account › Operators. Powerfront can check whether reporting and the required messaging service are enabled for your website.
Set report filters each time you need a different reporting period or group. These filters do not change message routing or channel setup.
Permissions
| Permission | Lets you |
|---|---|
| Reports | Open the reporting workspace and its available Social and Text reports. |
Limits and good to know
- Open Conversations is a rolling figure. A conversation leaves it when the conversation closes, so a later run for the same period can differ.
- One long conversation can count as handled in several periods and for several operators. Adding operator rows does not necessarily give a unique conversation total.
- Message totals and conversation totals use different units.
- Delivered and Not Delivered describe SMS delivery results. They do not measure conversation resolution.
- Conversion results depend on sales attribution and the report's date basis. Read the report legend before comparing them with message totals.
Depends on and works with
+4 more · this feature uses
- Report selection and filtersRequires
Provides the report menu, website selection and filters.
- Sales attribution and conversion reportsRelated
Sales reports explain the attribution and date basis used by messaging conversion results.
- Service Overview performance comparisonsRelated
Service Overview provides period comparisons for Social and Text performance.
- Report downloads and email sharingEnhances
Report results can be downloaded or emailed.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
The Reports role controls workspace access.
- Website, channel and subsite accessConfigured by
Reporting access restrictions affect website, team and subsite choices.
- DispositionsConfigured by
Disposition definitions determine the categories available for messaging disposition reports.
- Messaging channel connectionsConfigured by
Messaging account service-level targets determine the response thresholds used in social reporting.
- Messaging conversationsEnhances
Social channel conversations supply the messaging activity being measured.
- SMS number and channel setupConfigured by
SMS number settings define the numbers and response targets used by Text reporting.
- SMS consent and number blockingEnhances
Text Summary includes customer STOP requests.
- Sales attribution to conversations and operatorsConfigured by
Sales attribution settings determine the purchases credited in messaging conversion reports.
- Report selection and filtersRequires
Provides the report menu, website selection and filters.
- Sales attribution and conversion reportsRelated
Sales reports explain the attribution and date basis used by messaging conversion results.
- Service Overview performance comparisonsRelated
Service Overview provides period comparisons for Social and Text performance.
- Report downloads and email sharingEnhances
Report results can be downloaded or emailed.
FAQ and troubleshooting
Why did last week's open conversation count change?
Some of those conversations have since closed. Open Conversations reflects whether the conversations are still open when you run the report.
Why are there more handled conversations across operator rows than in a unique total?
Several operators can reply to the same conversation. Each operator's handled count can include it.
Where can I check SMS delivery failures?
Use Text › Summary or Text › Operator and review Not Delivered alongside Delivered.
Why can I not select a particular social platform?
Check the report and website you selected. Platform choices vary by report; Powerfront can check the channel's reporting availability.