{"_id":"57c86807b11b650e00da6a6a","parentDoc":null,"project":"55208137623ff50d009b2bec","user":"579145f1180e233400f70ef0","version":{"_id":"55208137623ff50d009b2bef","__v":14,"project":"55208137623ff50d009b2bec","createdAt":"2015-04-05T00:26:31.564Z","releaseDate":"2015-04-05T00:26:31.563Z","categories":["55208138623ff50d009b2bf0","55494a226a82a10d00817ae5","55494ba7ee219b0d001743c8","55494bc1ee219b0d001743cc","56ead8c1df765617008bccaf","573a2073dd007d1700cf288f","579695b1f64c9f0e007cd76c","57969e3dfa1ff60e006a1274","579a4592fd9f3c0e008e4f4a","57ab9afe54fa780e006c5430","57b784f5b7ebd60e009cb4a6","58f686818193090f008cec76","59e79fbd4cf31900341d50c6","5b2436973fd93f0003dcf99d"],"is_deprecated":false,"is_hidden":false,"is_beta":true,"is_stable":true,"codename":"","version_clean":"1.0.0","version":"1.0"},"category":{"_id":"55494bc1ee219b0d001743cc","pages":["55496509c634cf2d0012507c","5549650ecd09b317005f8f4e","55496535a5ecbc1900321683","5549654dcd09b317005f8f53","55496557c634cf2d0012507e","55496563cd09b317005f8f55","55496673a5ecbc190032168a","55496682cd09b317005f8f5e","5549668da5ecbc190032168c","55497c3ea5ecbc19003216bd","55c1047d81dc010d00d50678","55c3cad1b0778d2100a7ebd8","5638e41e3539050d0008205f","563a2ac1f0c29b1700daaf98","563a2b7ef0c29b1700daafa2","563a2d83d25e8919005f3f05"],"project":"55208137623ff50d009b2bec","version":"55208137623ff50d009b2bef","__v":16,"sync":{"url":"","isSync":false},"reference":true,"createdAt":"2015-05-05T23:01:21.408Z","from_sync":false,"order":3,"slug":"features","title":"Features"},"githubsync":"","__v":1,"updates":[],"next":{"pages":[],"description":""},"createdAt":"2016-09-01T17:40:23.491Z","link_external":false,"link_url":"","sync_unique":"","hidden":false,"api":{"settings":"","results":{"codes":[]},"auth":"required","params":[],"url":""},"isReference":true,"order":3,"body":"Sonar provides Analytics to help your team improve communication with customers. Analytics show metrics on message management and volume. These metrics give an overview on your and your team's performance on messaging customers. \n\nThe metrics in the Analytics modal is updated in real-time. All of the metrics can be segmented by any date range. \n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Accessing the Analytics Modal\"\n}\n[/block]\nTo access the Analytics modal:\n  * Go to the Menu bar, click on **Tools**, and then click on **Analytics**.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/fc3b908-Screen_Shot_2017-07-13_at_2.04.15_PM.png\",\n        \"Screen Shot 2017-07-13 at 2.04.15 PM.png\",\n        2108,\n        1350,\n        \"#4b4b4b\"\n      ],\n      \"border\": true,\n      \"caption\": \"\"\n    }\n  ]\n}\n[/block]\n  * Select a predefined period or specify a custom date range. \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/cc8203d-Screen_Shot_2017-07-13_at_3.08.46_PM.png\",\n        \"Screen Shot 2017-07-13 at 3.08.46 PM.png\",\n        1430,\n        700,\n        \"#f9f9f9\"\n      ],\n      \"border\": true\n    }\n  ]\n}\n[/block]\n\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Key Metrics\"\n}\n[/block]\nEach metric is in the time frame specified – *Today*, *Last 24 Hours*, *Last Week*, *Last Month*, or a custom date range.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/a60b97a-Screen_Shot_2017-07-13_at_3.06.39_PM.png\",\n        \"Screen Shot 2017-07-13 at 3.06.39 PM.png\",\n        2830,\n        698,\n        \"#fafafa\"\n      ],\n      \"border\": true\n    }\n  ]\n}\n[/block]\n## Active Agents\nThe number of agents who sent *at least* one message in the time frame specified.\n\n## Conversations Closed\nThe number of conversations closed in the time frame specified.\n\n## Unsubscribes\nThe number of unique customers who unsubscribe in the time time frame specified. \n\n## Avg Time to First Response\nThe average time between when an *Open* customer messages you to when they get a response from an agent (does not include away messages) in the time frame specified.\n\n* Only averaged if an agent responds to customer's message.\n* Measurement of this metric begins at the time the agent sent the message\n\n## Avg Customer Response Time\nThe average time it takes for a customer to reply to a message sent by your company in the time frame specified.\n\n* Only averaged if customer responds to agent's message.\n* Measurement of this metric begins when a customer responds to the message\n\n## Avg Time To Close\nThe average time it took for a customer to go from being *Assigned* to an agent to *Closed*.\n\n[block:api-header]\n{\n  \"title\": \"Downloadable Metrics\"\n}\n[/block]\nSome graphs and charts are available to download into CSV spreadsheets.  To do so, click on the download icon on the graph you want a CSV for.  Your spreadsheet will be emailed to you with all the information found in your analytics graph\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Graphs Breakdown\"\n}\n[/block]\n## Messages Breakdown by Direction\nThe unique number of messages exchanged broken down by sent or received.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/da61a7f-Screen_Shot_2016-09-06_at_5.14.56_PM.png\",\n        \"Screen Shot 2016-09-06 at 5.14.56 PM.png\",\n        2438,\n        1294,\n        \"#dfd6df\"\n      ],\n      \"border\": true\n    }\n  ]\n}\n[/block]\n## Sent Messages by Type\nThe number of messages sent via API, Campaign or by Agent.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/33b4549-Screen_Shot_2016-09-06_at_5.15.04_PM.png\",\n        \"Screen Shot 2016-09-06 at 5.15.04 PM.png\",\n        2438,\n        1310,\n        \"#bde6ef\"\n      ],\n      \"border\": true\n    }\n  ]\n}\n[/block]\n## Active Customers\nThe unique number of customers who either messaged your company or you messaged.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/5cfab59-Screen_Shot_2017-07-13_at_3.41.56_PM.png\",\n        \"Screen Shot 2017-07-13 at 3.41.56 PM.png\",\n        1340,\n        812,\n        \"#b5ebf2\"\n      ],\n      \"border\": true\n    }\n  ]\n}\n[/block]\n## Time to First Response\nA breakdown of the average amount of time a customer takes to reply to a message sent by your company.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/39793a4-Screen_Shot_2017-07-13_at_3.42.14_PM.png\",\n        \"Screen Shot 2017-07-13 at 3.42.14 PM.png\",\n        1340,\n        860,\n        \"#04bcdc\"\n      ],\n      \"border\": true\n    }\n  ]\n}\n[/block]\n## Messages Breakdown by Properties\nThis graph will show all messages, sent and received, broken down by the values of a particular property. **Only** includes the messages exchanged for customers for whom the property has been set. \n\nClick on the drop-down to select one of the properties. \n\nLearn more about Properties [here](http://docs.sendsonar.com/docs/assigning-customer-properties).\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/edc39b2-propertygraphs.png\",\n        \"propertygraphs.png\",\n        694,\n        492,\n        \"#f2f0f0\"\n      ],\n      \"border\": true\n    }\n  ]\n}\n[/block]\n## Ping Widget\nThis graph will show you the number of views, clicks, and the clickthrough rate of your Ping Widget.\n\nLearn more about the Ping Widget [here](http://docs.sendsonar.com/docs/ping-widget).\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/2aee2f8-Screen_Shot_2017-07-13_at_3.45.48_PM.png\",\n        \"Screen Shot 2017-07-13 at 3.45.48 PM.png\",\n        1336,\n        590,\n        \"#10bcda\"\n      ]\n    }\n  ]\n}\n[/block]\n## Tags\nIn the Tags table, you can sort by *Tag Name*, *Messages Sent*, *Messages Received*, and *Total Messages*. The numbers indicate the number of messages with a particular tag applied in the given time frame. \n\nThese numbers will help you address what your top topics customers are messaging in to you about. You can read more about the benefits of Tags [here](http://docs.sendsonar.com/docs/tags).\n\n\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/55ea725-Screen_Shot_2017-07-13_at_4.07.05_PM.png\",\n        \"Screen Shot 2017-07-13 at 4.07.05 PM.png\",\n        1682,\n        460,\n        \"#606060\"\n      ]\n    }\n  ]\n}\n[/block]\n\n[block:callout]\n{\n  \"type\": \"info\",\n  \"title\": \"Note\",\n  \"body\": \"We recommend that tags are added to messages (via our API, Zapier, bots, or manually) in order to accurately measure message data.\"\n}\n[/block]\n## Agent Leaderboard\nIn the Agent Leaderboard, you can sort by *Customers Messaged*, *Messages Sent*, and *Conversations Closed*, by clicking on the column title. We recommend that agents *Close* their customers in order for metrics to display accurately on the Agent Leaderboard. \n\n  * **Customers Messaged**: number of unique customers messaged\n  * **Messages Sent**: number of messages an agent has sent.\n  * **Conversations Closed**: number of customers an agent has closed.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/58e8d80-agent_leaderboard.png\",\n        \"agent_leaderboard.png\",\n        3756,\n        738,\n        \"#5a5a5a\"\n      ],\n      \"border\": true\n    }\n  ]\n}\n[/block]\n\n[block:callout]\n{\n  \"type\": \"info\",\n  \"title\": \"Note\",\n  \"body\": \"We recommend that agents close their customers in order for metrics to display accurately on the Agent Leaderboard.\"\n}\n[/block]","excerpt":"","slug":"analytics-overview","type":"basic","title":"Analytics"}
Sonar provides Analytics to help your team improve communication with customers. Analytics show metrics on message management and volume. These metrics give an overview on your and your team's performance on messaging customers. The metrics in the Analytics modal is updated in real-time. All of the metrics can be segmented by any date range. [block:api-header] { "type": "basic", "title": "Accessing the Analytics Modal" } [/block] To access the Analytics modal: * Go to the Menu bar, click on **Tools**, and then click on **Analytics**. [block:image] { "images": [ { "image": [ "https://files.readme.io/fc3b908-Screen_Shot_2017-07-13_at_2.04.15_PM.png", "Screen Shot 2017-07-13 at 2.04.15 PM.png", 2108, 1350, "#4b4b4b" ], "border": true, "caption": "" } ] } [/block] * Select a predefined period or specify a custom date range. [block:image] { "images": [ { "image": [ "https://files.readme.io/cc8203d-Screen_Shot_2017-07-13_at_3.08.46_PM.png", "Screen Shot 2017-07-13 at 3.08.46 PM.png", 1430, 700, "#f9f9f9" ], "border": true } ] } [/block] [block:api-header] { "type": "basic", "title": "Key Metrics" } [/block] Each metric is in the time frame specified – *Today*, *Last 24 Hours*, *Last Week*, *Last Month*, or a custom date range. [block:image] { "images": [ { "image": [ "https://files.readme.io/a60b97a-Screen_Shot_2017-07-13_at_3.06.39_PM.png", "Screen Shot 2017-07-13 at 3.06.39 PM.png", 2830, 698, "#fafafa" ], "border": true } ] } [/block] ## Active Agents The number of agents who sent *at least* one message in the time frame specified. ## Conversations Closed The number of conversations closed in the time frame specified. ## Unsubscribes The number of unique customers who unsubscribe in the time time frame specified. ## Avg Time to First Response The average time between when an *Open* customer messages you to when they get a response from an agent (does not include away messages) in the time frame specified. * Only averaged if an agent responds to customer's message. * Measurement of this metric begins at the time the agent sent the message ## Avg Customer Response Time The average time it takes for a customer to reply to a message sent by your company in the time frame specified. * Only averaged if customer responds to agent's message. * Measurement of this metric begins when a customer responds to the message ## Avg Time To Close The average time it took for a customer to go from being *Assigned* to an agent to *Closed*. [block:api-header] { "title": "Downloadable Metrics" } [/block] Some graphs and charts are available to download into CSV spreadsheets. To do so, click on the download icon on the graph you want a CSV for. Your spreadsheet will be emailed to you with all the information found in your analytics graph [block:api-header] { "type": "basic", "title": "Graphs Breakdown" } [/block] ## Messages Breakdown by Direction The unique number of messages exchanged broken down by sent or received. [block:image] { "images": [ { "image": [ "https://files.readme.io/da61a7f-Screen_Shot_2016-09-06_at_5.14.56_PM.png", "Screen Shot 2016-09-06 at 5.14.56 PM.png", 2438, 1294, "#dfd6df" ], "border": true } ] } [/block] ## Sent Messages by Type The number of messages sent via API, Campaign or by Agent. [block:image] { "images": [ { "image": [ "https://files.readme.io/33b4549-Screen_Shot_2016-09-06_at_5.15.04_PM.png", "Screen Shot 2016-09-06 at 5.15.04 PM.png", 2438, 1310, "#bde6ef" ], "border": true } ] } [/block] ## Active Customers The unique number of customers who either messaged your company or you messaged. [block:image] { "images": [ { "image": [ "https://files.readme.io/5cfab59-Screen_Shot_2017-07-13_at_3.41.56_PM.png", "Screen Shot 2017-07-13 at 3.41.56 PM.png", 1340, 812, "#b5ebf2" ], "border": true } ] } [/block] ## Time to First Response A breakdown of the average amount of time a customer takes to reply to a message sent by your company. [block:image] { "images": [ { "image": [ "https://files.readme.io/39793a4-Screen_Shot_2017-07-13_at_3.42.14_PM.png", "Screen Shot 2017-07-13 at 3.42.14 PM.png", 1340, 860, "#04bcdc" ], "border": true } ] } [/block] ## Messages Breakdown by Properties This graph will show all messages, sent and received, broken down by the values of a particular property. **Only** includes the messages exchanged for customers for whom the property has been set. Click on the drop-down to select one of the properties. Learn more about Properties [here](http://docs.sendsonar.com/docs/assigning-customer-properties). [block:image] { "images": [ { "image": [ "https://files.readme.io/edc39b2-propertygraphs.png", "propertygraphs.png", 694, 492, "#f2f0f0" ], "border": true } ] } [/block] ## Ping Widget This graph will show you the number of views, clicks, and the clickthrough rate of your Ping Widget. Learn more about the Ping Widget [here](http://docs.sendsonar.com/docs/ping-widget). [block:image] { "images": [ { "image": [ "https://files.readme.io/2aee2f8-Screen_Shot_2017-07-13_at_3.45.48_PM.png", "Screen Shot 2017-07-13 at 3.45.48 PM.png", 1336, 590, "#10bcda" ] } ] } [/block] ## Tags In the Tags table, you can sort by *Tag Name*, *Messages Sent*, *Messages Received*, and *Total Messages*. The numbers indicate the number of messages with a particular tag applied in the given time frame. These numbers will help you address what your top topics customers are messaging in to you about. You can read more about the benefits of Tags [here](http://docs.sendsonar.com/docs/tags). [block:image] { "images": [ { "image": [ "https://files.readme.io/55ea725-Screen_Shot_2017-07-13_at_4.07.05_PM.png", "Screen Shot 2017-07-13 at 4.07.05 PM.png", 1682, 460, "#606060" ] } ] } [/block] [block:callout] { "type": "info", "title": "Note", "body": "We recommend that tags are added to messages (via our API, Zapier, bots, or manually) in order to accurately measure message data." } [/block] ## Agent Leaderboard In the Agent Leaderboard, you can sort by *Customers Messaged*, *Messages Sent*, and *Conversations Closed*, by clicking on the column title. We recommend that agents *Close* their customers in order for metrics to display accurately on the Agent Leaderboard. * **Customers Messaged**: number of unique customers messaged * **Messages Sent**: number of messages an agent has sent. * **Conversations Closed**: number of customers an agent has closed. [block:image] { "images": [ { "image": [ "https://files.readme.io/58e8d80-agent_leaderboard.png", "agent_leaderboard.png", 3756, 738, "#5a5a5a" ], "border": true } ] } [/block] [block:callout] { "type": "info", "title": "Note", "body": "We recommend that agents close their customers in order for metrics to display accurately on the Agent Leaderboard." } [/block]