This guide provides a glossary to help you interpret the data within your Orlo Inbox report. Learn how to analyse your inbound social messages effectively and gain valuable insights into your audience engagement.
- To view the Marketing Report, users must have the 'View Engagement Analytics' option enabled in their 'Account Settings'.
Account Summary:
The Account Summary provides the total number of inbound conversations (messages within a thread) and the total number of individual messages within the reporting period for your social media channels.
Individual Message Metrics
The individual stats area provides stats for messages through individual message mode.
- Inbound Messages - This is the total number of public comments or mentions and private or direct messages received for the reported time period.
- From Customers - This is the total number of different people who posted a public comment or mention or messaged you directly or privately.
- Our Replies - This is the total number of public comments and direct or private messages you sent in the reported time period.
- Average Response Times - This tells you the average time for a customer to receive a reply across all inbound messages.
Conversation Metrics
The conversation metrics area provides stats on messages for threads of messages in conversation mode. A conversation may be comments on a post or all DMs from an individual.
- Total Conversations - This is the number of public posts you have published from the selected accounts.
- Average Total Messages - This shows the average number of inbound messages and outbound replies sent across all conversations.
- Average Total Replies - This tells you the average number of outbound replies you sent per conversation.
- Average Replies per Message - This tells you the average number of inbound messages you received in response to your outbound replies per conversation.
- Average Conversation Length - This tells you the average number of inbound messages and outbound replies sent across all conversations, divided by the total number of conversations.
- Average First Response Time - This tells you the average time for a customer to receive a reply to their first inbound message.
- Average Handling Time - This tells you the average time from a customer receiving their first reply to a conversation being resolved.
- Average Resolution Time - This tells you the average time from a customer sending their first inbound message to a conversation being resolved.
Tip - To get individual message mode and conversation metrics you will need to assign each message to an individual user or team.
Inbox Activity
The Inbox Activity section displays the total number of inbound messages, replies, and the count of messages that remain unactioned in your inbox. This section is great for gaining insights into your inbox activity and identifying patterns of high engagement from the public.
- Inbound Messages - This is the total number of public comments or mentions and private or direct messages received each day.
- Replies - This is the total number of outbound replies sent by you each day.
- Unactioned - This tells the number of messages that have been left unactioned in the inbox
Inbox Sentiment
This area looks at all of your inbound messages (DMs and Public Mentions) and the sentiment of the messages received over the reporting period, which is useful for understanding public perception.
- Inbox Sentiment -
Engagement Times
The engagement times section of the inbox report provides valuable insights into your peak activity periods within your social media inbox. This information is particularly beneficial for Customer Service and Communications Managers, as it helps them effectively allocate resources and manage demand during high-traffic times.
- Engagement Times - This graph illustrates the optimal times for engagement, determined by the volume of inbound messages received. The hour during which you received the highest number of messages in the specified reporting period is assigned a score of 100, while all other time periods are represented as a percentage of this peak value.
Team Performance
Team performance looks at the combined performance of users who are assigned to a team that has been set up in the Team Permissions area of the Orlo settings. Examples may include a Customer Service Team, Communications Team, and Service Areas.
- Assigned Messages - This shows the number of inbound messages that were assigned to this team in the inbox for the reporting period
- Actioned Messages - This shows the number of individual messages that this team has actioned (green message state)
- Replies Sent - This shows you the number of outbound replies that have been sent by the team
- Av. First Response - This tells you the average time for a customer to receive a reply from this team to their first inbound message from the customer
- Av. Response Time - This tells you the average time for a customer to receive a reply from this team across all inbound messages
- Av. Handling Time - This tells you the average time from a customer receiving their first reply to this team resolving the conversation
- Assigned Conversations - The shows the number of conversations that were assigned to this team
Note: The 'Average Handing Time' and 'Assigned Conversation Metric' are only available when working in conversation mode in the inbox
User Performance
This area looks at individual user performance in the inbox. You can use the dropdown option to look at all users in a team or all users across your account.
- Assigned Messages - The shows the number of inbound messages that were assigned to this user
- Actioned Messages - The shows the number of inbound messages that this user has responded to or marked as actioned (green message state)
- Replies Sent - This tells you the number of outbound replies this user sent
- Av. First Response - This tells you the average time for a customer to receive a reply from this user to their first inbound message
- Av. Response Time - This tells you the average time for a customer to receive a reply from this user across all inbound messages
- Av. Handling Time - This tells you the average time from a customer receiving their first reply to this user resolving the conversation
- Assigned Conversations - The shows the number of conversations that were assigned to this user
- Resolved Conversations - The shows the number of conversations that were resolved by this user
Note: The 'Average Handing Time', 'Assigned Conversation Metric' and 'Resolved Conversations' are only available when working in conversation mode in the inbox
Response Time SLAs
Response time Service Level Agreements (SLAs) can be configured in the Inbox settings section. This feature is great for assessing whether your SLAs have been successfully met for both social media messages and Live Chat interactions.
- Response Time SLAs - This graph will show how many messages were responded to within the SLA times that have been set in the inbox report. This can also be broken down per user as well as a combined figure.