Customise your Inbox report with Orlo's Custom Analytics to create personalised dashboards and track the metrics that matter most to you.
Things to consider ✅
- To access the Custom Reporting tab, users must have the 'View Analytics' permission enabled. This setting can be turned on in the 'User Permissions' section within the settings area.
- Users can now create Custom Analytics Reports pulling in widgets from both the Marketing Report and Inbox Report to have a unified view of data across different areas.
Benefits of Utilising the Inbox Report 🙌
- Improved Customer Service Efficiency - Gain a clear understanding of your team's responsiveness and efficiency in handling customer inquiries, and ensure that customer service standards (SLAs) are being met, leading to increased trust among members of the public for social media messages.
- Gain insights into public perception - Understand what members of the public are saying on your social media channels and easily detect trends in sentiment and themes of conversations to help manage reputation
The Custom Analytics Reporting area is currently in a testing phase, allowing customers to explore its features. During this period, users will continue to have access to the other Orlo reports.
In this article:
1. Navigating to the Custom Analytics Area
2. Using the template Inbox Report
3. Filtering a Template Report
5. Creating your own Custom Analytics Report
6. Edit, Delete and Automate a Custom Report
7. Exporting Custom Analytics Reports
Navigating to the Custom Analytics Area:
1) To access the Custom Analytics area, users will need to click on the 'Marketing' dropdown on the top dashboard and select the 'Custom Analytics Beta' button.
Using the Template Inbox Report:
1) Once users are in the Custom Analytics area, to access the template Inbox Report, users will need to select the 'Inbox Report' icon. This will load the report based on the last 30 days' worth of data for inbound messages (Comments, mentions and DMs), across all connected accounts, comparing to the previous period.
At the moment, the only available templates are the Marketing Report and Inbox Report; however, additional templates for the Campaign report will be introduced in the next phase of development.
To understand all of the stats available in the Inbox Report, we recommend taking a look at our Inbox Report Glossary guide.
Filtering a Template Report:
1) Users can alter the filters in the Template Inbox Report using the global filtering options in the report.
Global filters:
To filter your report on a global level, users can select the 'Filter' button in the top right-hand corner of the report. The following filtering options are:
- Time Period
- Comparison Period
- Accounts - Accounts that you have connected to Orlo that receive inbound messages
- Messages related to a campaign
- Messages related to an inbox tag
- Visibility - Filtering by public or private messages
- Silenced conversations
- Excluding/ Including any messages with a network import delay
2) Once filters have been applied, users can then select the 'Apply Filters' button to view the filtered report.
This filtering option is also available on any saved Custom Analytics Reports that users have created.
Saving a Template Report:
1) If users want to save the template report with specific filters that have been applied to store in the Custom Analytics Reports area, users can select the 'Save As' button in the top right-hand corner.
2) Users will then need to name the report and set the access levels of the report, either public for other users to access, or private for a single user's use only. This can be done by clicking on the report access toggle.
3) Users can then click the 'Save' button to store this in the Custom Reports area to access at a later date.
Creating your own Custom Analytics Reports:
1) Users can create personalised reports in the Custom Analytics area by combining widgets from template reports, allowing for a comprehensive view of performance across marketing and inbox data.
To create a report, when in the main Custom Analytics area, users can select the 'Create Report' button.
2) This will take users to the widget library, which features stats from both the Marketing and Inbox Report. To add the widgets to the report, select the plus button (+) for the widgets you want to add.
3) Users will then have the option to name the widget and add additional filters to the widget. Once the widget name and filters have been applied, users can select the 'Add Widget' button.
4) Once all widgets have been added to the report, users can resize and reorder the widgets to suit reporting needs.
5) The last step is to name the report (this can be done in the name box in the top left-hand corner of the report) and set the access levels of the report to either public or private. and click 'Save New Report'
This will then save your report, which can be viewed in the main Custom Analytics area.
Edit, Delete and Automate a Custom Report:
1) When in the Custom Analytics Reports, users can edit, delete or automate the report. To access any of these options, users can click on the 'More' button on the right-hand side of the report and select either the 'Edit Report', 'Automate Report' or 'Delete Report' buttons.
Editing a Report:
1) When selecting the 'Edit Report' button, this will take users back to the report builder page. In here, users can edit each widget on the report by clicking on the pen icon or delete a widget by clicking on the bin icon.
2) When in editing mode, users can also add new widgets to the report by clicking on the 'Add Widget' button at the top of the builder page. This will take users back to the widget library.
3) Once any changes have been made, make sure to click 'Save' in the top right-hand corner.
Automate a Report:
1) After clicking the 'Automate Report' button, users can input the email addresses to which they wish to send the report and click 'Schedule Report'. The report can then be scheduled for delivery on a weekly or monthly basis to those specified addresses.
Exporting Custom Analytics Reports:
1) To export both the template and any custom reports, users can click on the 'Export XLSX' for an Excel download or the 'Export' button for a PDF download in the report.