# Social messaging and SMS reports

Review social messaging and SMS conversations, replies, delivery and sales using channel-specific reports.

*Release 3.3 · admin, operator, supervisor*

**Reports › Social** · **Reports › Text**

## 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

1. Choose the report and set **Date From** and **Date To**.
2. Select the platform and other filters offered by that report. These can include operators, teams, subsites, tags and sentiment.
3. Select **Apply Filters**.
4. 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

### This feature uses

- **Requires** [Report selection and filters](REP-001.md): Provides the report menu, website selection and filters.
- **Configured in** [Roles and permissions](ADM-008.md): The Reports role controls workspace access.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Reporting access restrictions affect website, team and subsite choices.
- **Configured in** [Dispositions](CHAT-019.md): Disposition definitions determine the categories available for messaging disposition reports.
- **Configured in** [Messaging channel connections](CHN-001.md): Messaging account service-level targets determine the response thresholds used in social reporting.
- **Configured in** [SMS number and channel setup](CHN-022.md): SMS number settings define the numbers and response targets used by Text reporting.
- **Configured in** [Sales attribution to conversations and operators](COM-021.md): Sales attribution settings determine the purchases credited in messaging conversion reports.
- **Works better with** [Messaging conversations](CHN-002.md): Social channel conversations supply the messaging activity being measured.
- **Works better with** [SMS consent and number blocking](CHN-023.md): Text Summary includes customer STOP requests.
- **Works better with** [Report downloads and email sharing](REP-019.md): Report results can be downloaded or emailed.
- **Related** [Sales attribution and conversion reports](REP-008.md): Sales reports explain the attribution and date basis used by messaging conversion results.
- **Related** [Service Overview performance comparisons](REP-015.md): Service Overview provides period comparisons for Social and Text performance.

## 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.