This glossary helps you understand the available statistics in your Inbox Analysis report. If you've set up Inbox Streams, this is where you'll find explanations for key metrics related to your project's direct messages (DMs) and comments.
Things to consider ✅
- To access the Voice of the Community area, users will need the 'View VOC Module' and 'Manage VOC Projects' permissions enabled in the 'User Settings' area.
- To access the Voice of the Community Reports, users will need to enable the 'VOC Reporting' permission in the 'User Settings' area.
- Take a look at our Creating a Project guide to see how to set up Inbox Streams.
Inbox Analysis Glossary - Projects 📖
Inbox Sentiment
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Definition: This metric provides an aggregate analysis of the emotional tone of inbound messages received for a specific project. The Inbox Analysis Report classifies messages as positive, negative, or neutral, and will show the total number of messages that have fallen into each sentiment category. This helps you gauge public perception and the overall mood of conversations surrounding your project.
Top Engagement Times for the Project (Inbound Messages)
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Definition: This identifies the specific days and times when your project receives the highest volume of inbound messages from your community. This is shown in the Inbox Analysis Report as a heatmap with a score ranging from 0-100.
Top Project Engagers
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Definition: This highlights the individual social media profiles or community members who most frequently interact with your project by sending inbound messages. Identifying potential influencers for the project.
Inbound Messages by Network
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Definition: This breaks down the total number of inbound messages received for your project by the social media platform or network they originated from (e.g., Twitter, Facebook, Instagram, LinkedIn, etc.).
Inbound Messages by Language
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Definition: This categorises inbound messages received for your project based on the detected language of the message content. Showing the number of messages for each identified language.
Tags Breakdown (Relating to Message Tags Applied to an Inbound Message)
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Definition: This provides a detailed overview of all message tags that have been applied to inbound messages related to your project in the Orlo inbox. It shows the frequency of each tag's usage, indicating common themes, topics, or types of inquiries within the messages relating to your project.
Top Tags (Relating to Message Tags Applied to an Inbound Message)
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Definition: This is a subset of the "Tags Breakdown," specifically highlighting the most frequently used message tags applied to inbound messages for your project.
Account Response Times
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Definition: This measures the average time it takes for your team to respond to inbound messages related to the project. In the inbox report, this is taken from the time the message is assigned to when the message/ conversation has been actioned or resolved.