Campaign Analytics

This section of the user guide is focused on campaign analytics. To help you navigate the article we have broken it down into the following sections:

• What are Campaign Analytics?
• Who has access to the Campaign Analytics page?
• How do I view my campaign analytics?
  • Filtering Campaign Analytics

What are Campaign Analytics?

The Campaign Analytics dashboard allows you to monitor the performance of your campaigns in real-time via graphs and other high-level statistics that provide an overview of campaign usage.

Who has access to the Campaign Analytics page?

The Campaign Analytics page is available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I view my campaign analytics?

• Under the Two-Way Messaging section, select Campaign Analytics.
• The following analytics can be viewed for all campaigns:

• At the top of the analytics page, the number of active campaigns, and the total number of campaigns during the filtered timeframe are displayed.
• Contact Responses by Hour - This graph aggregates the number of responses during the filtered timeframe by the hour.
• Contact Responses by Day -  This graph aggregates the number of responses during the filtered timeframe by day.
• Engagement
  

  System Wide Campaign Analytics:

  • Contacts Messaged - The sum of contacts where messages were delivered successfully for all campaigns. Duplicate contacts are included. 
  • Contacts Responded - The sum of contacts that responded in all campaigns. Duplicate contacts are included. 
  • Rate of Engagement -The level of engagement for all campaigns. Calculated by: (Contacts Responded / Contacts Messaged) X 100.
  • Campaign Opt-outs - The number of campaign-related conversations where a recipient opted out of the conversation for all campaigns. 

  Individual Campaign Analytics:

  • Contacts Messaged- The sum of contacts where messages were delivered successfully for the campaign. Duplicate contacts are included.

  • Contacts Responded - The sum of contacts that responded in campaigns. Duplicate contacts are included.

  • Rate of Engagement- The level of engagement for the campaign. Calculated by: (Contacts Responded / Contacts Messaged) x 100

  • Campaign Opt-Outs- The number of campaign related conversations where a recipient opted out of the conversation.

    
    

  • Responses - For the filtered timeframe, provide the total contact responses, total agent responses, total chatbot responses, and the median agent response time. 
    System Wide Campaign Analytics:
    • Total Contact Responses - The total count of responses from the phone numbers (contacts) within all campaigns to campaign messages. Can include multiple responses from the same phone number. 
    • Total Agent Responses - The total count of responses provided by campaign agents with respect to all campaign messages. 
    • Total Virtual Assistant Responses - The total count of responses provided through AI assistance with respect to all campaign messages.
    • Median Agent Response Time - The median(not average) amount of time for the recipient to wait for an agent to respond to their message for all campaigns. 
          Individual Campaign Analytics:  
  • Total Contact Responses- The total count of responses from the phone numbers (contacts) within a campaign to the campaign message. Can include multiple responses from the same phone number.
  • Total Agent Responses- The total count of responses by campaign agent with respect to the campaign message(s). 
  • Total Virtual Assistant Responses- The total count of responses provided through AI assistance with respect to the campaign message(s).
  • Median Agent Response Time- The median (not average) amount of time for the recipient to wait for an agent to respond to their message.                
    
  
  
  • Campaigns Launched by Date - This graph aggregates the number of campaigns launched during the filtered timeframe by date.
    
  • Contact Responses by Date - This graph aggregates the number of responses during the filtered timeframe by date.
    
    • Campaigns (list view) - Provides a table of all campaigns launched within the filtered time frame, with the launch date/time, created by, campaign mode, number of contacts messaged, number of contacts responded, and the rate of engagement. This table can be exported into a CSV file by selecting the save icon.
      

      
      

  
  

  
  

Filtering Campaign Analytics

Campaign analytics can be filtered by the date range, status, office, and tags.