Reporting & Analytics.pdf

Reporting and Analytics
• Reporting and Analytics
◦ Reporting
▪ Navigating Among Dashboards
▪ Standard Dashboard Capabilities
▪ Changing Time Zones for Reporting Dashboards
▪ Custom Reporting Dashboard
▪ Custom Widget Capabilities
▪ Selecting Custom Widget Time Zones for Dashboards
▪ Reporting Insights: Clicks
▪ Standard Widget Capabilities
▪ Inbound, Outbound and SLA Widgets
▪ Inbound Custom Field Properties in Reporting Insights
▪ Shared Dashboard
1

Reporting and Analytics
Overview
Sprinklr reporting insights enable you to track and monitor the social networking sites and applications of
your brand. This allows you to analyze information dynamically.
A typical Reporting Insights Dashboard has multiple widgets that showcase different information, according to
the parameters that you have set. The image below is an example of a Reporting Insights Dashboard.
Image 1—Reporting Dashboard
Virtual Tour of Reporting
This guide aims at giving you a virtual tour of the reporting section. The guide contains the information on the
following topics:
• Navigating in Reporting Dashboard
• Standard Dashboard Capabilities
Updated: Tue, 19 May 2015 13:41:01 GMT
2

• Custom Reporting Dashboards
• Widgets and Drilling down on widgets
• Clone Dashboard
• Share Dashboard
• Settings (Export Dashboards)
Navigate in Reporting Dashboard
This section of the guide aims to help you with navigation of the Reporting Dashboard.This section guides
you on how to navigate on reporting. See Navigation.
Standard Dashboard Capabilities
This section aims to guide you through the various standard dashboards and their capabilities. See Standard
Dashboard Capabilities.
Custom Metrics
This section of delves into the metrics and the step-by-step processes on how you can create the custom
metrics. See Custom Metrics
Custom Reporting Dashboard
This section aims to help you with the Custom Reporting Dashboard and its functions. See Custom
Reporting Dashboard
Shared Dashboard
This section describes the Shared Dashboard in detail and also gives you the step-by-step process to
schedule exports. See Shared Dashboards
Standard Widget Capabilities
This section helps you with the widgets. See Standard Widget Capabilities.
Custom Widget Capabilities
This section deals with the custom widget capabilities and runs you through the toolbar of the dashboard. See
Custom Widget Capabilities.
3

Reporting
Overview
The Reporting Module takes you on a guided tour of the Reporting on Sprinklr. The theories and step-by-step
processes will help you get started with the Reporting Module and also help you perform tasks.
So, before we get started, let's learn what Reporting in Sprinklr means, and let us also experience the look
and feel of reporting. The image below gives you a glimpse of the Reporting page.
Image 1—Reporting insights
Sprinklr Reporting Insights enable you to track and monitor the social networking sites and applications of
your brand and allow you to analyze information dynamically.
With Reporting Insights you can use the existing Sprinklr metrics or create custom metrics that you can attach
to widgets where you can customize visualization, clone dashboards, and schedule the export of dashboards.
This Guide will help you to understand the Reporting Insights module, including the theory, step-by-step
processes, best practices, use-cases, and the limitations of the module.
4

Value of Reporting
Reporting insights is a module in the Sprinklr platform that allow you to create customized reporting and
analytics dashboards across various segments like Engagement, Reach and Activity. The data and the
visualization can be customized to be displayed in form of a pie-chart, bar-graph, and line charts, and tables.
You can filter the data by client, date range, account, and more. Since widgets, dashboards, visualizations,
and metrics are all customizable, you can create the reports that fit the unique needs of your brand.
When to Use Reporting
You must use Reporting Insights when you want a report on the performance of your brand on social
networking websites. You can analyze how posts are performing on different channels, compare channels to
each other and track the demographics of your audience. Reports can be scheduled to be exported at any
variation of time. You can scheduled the export of Reporting at any point in time.
For more information and step-by-step processes, see Reporting and Analytics.
You can also navigate to the following topics within the Reporting Module:
• Navigating Among Dashboards
• Standard Dashboard Capabilities
• Custom Metrics
• Custom Reporting Dashboard
• Shared Dashboard
• Standard Widget Capabilities
5

Navigating Among Dashboards
Overview
The step-by-step process in this topic helps you understand how to navigate in the Reporting and Listening
Dashboard.
To Navigate in the Reporting Dashboard
1. Within the Sprinklr platform, click Reporting Insights, on the Reporting menu.
2. Click on the
button to expand the left-pane menu.
3. The Dashboard menu appears, as shown in the image below.
Image 1—Dashboard menu
6

Standard Dashboards
There are five standard dashboards, with the following functions:
• Campaign—Measures the engagement rates of the varying campaigns actively running in the platform.
• Social Engagement—Analyze effectiveness of engagement by specific owned social channels.
• Inbound Tag—Analytics on inbound tagged messages.
• Outbound Tag—Analytics on outbound tagged messages.
• SLA—Measure the agent/community manager response times against pre-set objectives to determine
brand and employee performance.
Below the Standard Dashboards are the Custom Dashboards and Shared Dashboards for the reports that
you have created, or for reports that have been shared with you by other members of your team.
The Settings option allows you to schedule exports of Reporting Dashboards. You can Create Custom
Metrics to track the success of your team.
You can use the Search option to find a specific dashboard. All reporting pages follow the same layout and
structure.
7

Standard Dashboard Capabilities
Overview
Discovery Bar
Set date range
Change Time Zone for Reporting Dashboards
Create Dashboard
Clone Dashboard
Export Dashboard
Refresh Dashboard
Scheduled Export
Dashboard Tool Tips
Overview
The Standard Reporting Dashboard is discussed in detail in this topic. This topic aims to guide you through
the different parameters of the Standard Dashboard. This is also applicable to the Listening Dashboard.
Discovery Bar
Each dashboard has a Discovery Bar at the top. The Discovery Bar provides the user with the ability to
combine dimensions for a unique reporting view. It allows you to:
• Apply more than one filter at once to create a unique view customized to your needs.
• Enable Account Group Reporting
• Combine dimensions like Account, Campaign, Account Group, and Channel to create a unique,
segmented view of data with which to create a report.
• Enable all widgets on one dashboard that have shared common filters in order to simplify report template
design.
Image 1—Discovery Bar
Dashboards show two main filters, All Campaign(s) and All Client(s). This is only applicable if you have
access to more than one client.
8

The Social Engagement Dashboard has three filters: Client, Account, and Social Network. Each social
network has its own dashboard.
On the right of the Discovery Bar, you can select additional filters to analyze your reporting dashboards, as
shown in the image below.
You can filter by
• Client
• Account
• Social Network
• Outbound tags
• Users
Image 2—Applying Filters
You can search for the filter from the search bar. The selected filters are marked in the check box against the
name of the filter, and the number of filters applied is displayed on the far right, as shown in the image below.
Image 3—Filters Applied
For each filter that you need to apply, select the primary filter to be added on the top left side. Add the specific
item you need for each additional filter. The amount of applied filters is updated automatically.
The Applied Filters option in the rightmost corner of the discovery bar shows a count
of all filters applied, and allows you to remove any filters without needing to scroll
through the full category list.
9

Keyword search results will be displayed in the scorecard view.
Image 4—Scorecard View
Set date range
You can select the date range on your reporting dashboards based on these preset time ranges. You can
also select your own date range from the custom range option. Lifetime indicates the presence of the account
with Sprinklr.
Image 5—Date Range
Custom Range allows you to select the specific time period. Set the start and end date and click Apply as
shown in the image below.
Image 6—Set Date Range
10

Change Time Zone for Reporting Dashboards
You can choose a specific time zone to report on as well as an option in the header to change time zone of
dashboards regardless of system's native time zone.
Image 7—Time Zones for Reporting Dashboards
To learn more, see Changing Time Zones for Reporting Dashboards.
Create Dashboard
Click the '+' to to create your own dashboard. These dashboards will show up under the My Dashboard
section. We will cover this in detail under custom dashboard section.
Image 8—Create Dashboard
Clone Dashboard
This feature allows you to make a duplicate of an existing dashboard. The clone dashboard appears under
my dashboard section.
Image 9—Clone Dashboard
11

Each member of your team can view the same five set of dashboards. You can share your dashboard with
your team, or any specific user.
You can clone run time creation of dashboard or an existing dashboard.
Cloning a dashboard helps you get started immediately with auto-populated widgets that appear for each of
the five dashboards. In addition, you can add custom widgets to a duplicated dashboard. See Custom
Dashboard for details.
The admin can turn off the Share Globally option for specific client environments, if required.
Export Dashboard
You can export a dashboard, even if you are outside a social team to whom the dashboard belongs.
Dashboards can be exported in the following formats: PNG, PDF, and Excel.
Image 10—Export Formats
Refresh Dashboard
Click the refresh button to refresh the dashboard and fetch the most recent data.
Image 11—Refresh Dashboard
12

Reporting data is pulled every 24 hours.
Scheduled Export
You can schedule your export from the dashboard. To learn about Scheduled Exports, see Shared
Dashboard.
Dashboard Tool Tips
Custom Reporting Insights Dashboard widgets show hover text for metric information.
To use widget tool tips, locate a widget with a table configuration. Next to each dimension and metric there is
an i. Hover over this symbol to reveal its definition.
13

Changing Time Zones for Reporting Dashboards
Overview
You can choose a specific time zone to report on as well as an option in the header to change time zone of
dashboards regardless of system's native time zone. This section will walk you through how to do so.
To Change Time Zones
From within Reporting Insights:
1. Locate the Time Zone sector at the top of the report. Click the arrow.
2. After clicking the arrow the pop up shown below will allow you to select a country.
3. After selecting a country, time zones specific to the country will be available for selection.
14

4. Click Switch, and the report will reflect data according to the time zone selected.
15

Custom Reporting Dashboard
Overview
Functions in Custom Reporting Dashboard
Overview
You can create your own Dashboard with custom widgets and create your own custom dashboard. This topic
will explain how to create a custom dashboard, as well as what options are available for work within custom
dashboards.
Functions in Custom Reporting Dashboard
With the help of a custom dashboard, you can do the following:
Function Description
CLONE Duplicate an existing Dashboard.
EDIT Edit an existing dashboard.
DELETE Delete an existing dashboard
SAVE Save the recently made changes to the dashboard.
LOCK
Freeze the dashboard which restricts from making any changes in the discovery bar, change the
widget or add a new widget. You will still be able to clone, export, share, reload and change the
date range if required.
EXPORT Export the file to PNG, EXCEL, PDF (Portrait and Landscape)
SHARE Share the dashboard with other users either globally or locally as per the requirement
EDIT
DASHBOARD
LAYOUT
Edit the layout of the dashboard. Drag and drop widgets and resize them according to your
convinience.
RELOAD Refresh the dashboard to get the most recent data
16

Unlike Standard Dashboard, you can delete a Custom Dashboard.
To learn about adding the Approval Comments widget to your Custom Dashboard, see Approval Comments
in Custom Dashboards.
To learn about custom widgets, see Custom Widget Capabilities.
To learn how to set date ranges and view dashboards within a specific period of time, see Standard
Dashboard Capabilities for details on date range.
To learn how to create a Custom Dashboard, see How to Create a Custom Dashboard.
To learn how to create a Widget, see How to Add Widget within a Custom Reporting Dashboard.
To learn how to include definitions in your Reporting exports, see Including Definitions in Reporting Exports.
To learn how to flag sponsored posts in Reporting Insights, see Flagging Sponsored Posts in Reporting
Insights.
To learn how to show associated cases in Inbound Message exports, see Showing Associates Cases in
Inbound Message Reporting Export.
To learn how to filter messages by Custom Field Properties, see Custom Field Properties in Reporting
Insights.
To learn more about location in Monitoring Dashboard exports, see Location in Monitoring Dashboard
Exports.
To learn how to use the Exclude filter, see Exclude Filter in Reporting Insights.
To learn how to set a different working week calendar, see Reporting: Ability to Set a Different Working Week
Calendar.
To learn how to add YouTube Views by Device metrics to your Reporting Dashboard, see YouTube Device
Views Metric in Reporting.
17

Custom Widget Capabilities
Overview
This section gives an overview of the custom widget capabilities.
Toolbar
On the top right corner of each widget, you have the following options:
Icon Icon Name Definition
Information
Details of the widget including the filters that are added to it
Add to Custom
Dashboard
Add the particular widget to another custom dashboard
Change Time
Filter
Change the date
Visualization Change the look of the widget.
Export Export the widget to either excel, png or pdf format
Edit Edit the existing widget
Lock Lock the widget at any time so other users cannot edit the configuration
Reload Refresh the widget to get the most recent data.
18

Search
Searches within the message score card. This is applicable to message score
card only.
Delete
Deletes the custom widget
You can only delete a custom widget and not a standard widget.
Widget Metric Custom Colors
Within each metric in the widget, you also have the option of identifying it with a custom color by clicking on
the metric, then the color, then choosing from the menu that expands.
Widget drill down
Be it a standard or a custom widget, you can drill it down further, drill downs are dynamic and changes based
on the report. Here is an example of a drill down :
• By Account
• By Media Asset
• By Media Type
• By Outbound Post
• By Client
• By Link
• By Campaign
• By Parent Post
• By Message Type
• By Social Network
19

• By Message Workflow
• By Groups
• By Targeting
Here is an example of 'By targeting' being further drilled down:
• By Targeted Circle
• By Targeted Max Age
• By Targeted Company Size
• By Targeted Interest
• By Targeted Relationship
• By Is Targeted
• By Targeted Country
• By Targeted Seniority
• By Targeted Gender
• By Targeted Industry
• By Targeted Region
• By Targeted City
• By Targeted Min Age
• By Targeted Education
• By Targeted Job Function
• By Targeted Locale
Groups can be drilled down further:
• By User Group
• By Client Group
• By Account Group
Message workflow can be drilled down further:
• By User
• By Custom Properties
Click on any graph, a menu of additional filters specific to that data metric appears. These graphs show a new
graph with the new metric. For example: If you select by Outbound Post, by Incoming Post or, by Replied
Post, a post stream similar to Conversation Stream in Listening, or a Column on a Monitoring dashboard
appears.
20

Hashtags and Inbound Analytics
You can use the Hashtag dimension in conjunction with any of the count metrics available in Inbound
Analytics to count the number of times a particular hashtag was used in the set of messages.
To Use the Hashtag Dimension
From the Inbound Analytics reporting engine, select the dimension Hashtag in association with any of the
“Count” metrics. The hashtags used in the associated messages will be listed individually.
SLA Frequency as a Dimension
You can group by SLA Frequency in Reporting Insights Custom Widgets.
To Group by SLA Frequency
1. In a Custom Reporting Insights Dashboard, click Add Widget.
2. Select Social Analytics as the Widget type and SLA frequency as the Value. Select SLA preset as
the Dimension along with any additional widget-specific configuration options. Click Save.
21

The widget will now appear on the Reporting Insights Dashboard.
List of Highly Engaged Users
You can use a widget to list the most engaged users based on Inbound metrics.
To List Highly Engaged Users
1. Click on the icon to open the left pane menu. Open a Custom Reporting Insights Dashboard from either
My Dashboards or Shared Dashboards.
2. Click Add Widget.
22

3. Select Inbound Analytics as the widget type and widget visualization. Select From User as the
dimension and Inbound Count as the metric. Add any additional configuration options and click Save.
4. This widget will now display in your Reporting Insights Dashboard.
You can also use custom widgets to:
• Override dashboard time zone settings. To learn more, see Reporting Insights Widget-level Time Zone
Selector.
23

• Flag sponsored posts. To learn more, see Flagging Sponsored Posts in Reporting Insights.
• Track how much time you spend responding to messages. To learn more, see Time Spent on Message.
• Set a custom time interval. To learn more, see Custom Week Month Year View Intervals in Reporting
Insights.
24

Selecting Custom Widget Time Zones for Dashboards
Overview
You can use a widget to configure time zones for custom dashboards which will override the Reporting
Insights Dashboard-level settings.
To Use a Widget for Custom Dashboard Time Zones
From Reporting Insights:
Click the icon to open the left pane menu.
Select a custom Reporting Insights Dashboard from either My Dashboards or Shared Dashboards.
25

Reporting Insights: Clicks
Overview
Sample Custom Widgets for Click Reporting:
Overview
Only those posts published through Sprinklr will display URL clicks in Reporting:
• Total Clicks (Bot + Non Bot): This metric displays every possible click received on a URL, including
known search engines or bots crawling the social network to index content, a widget loading a photo from
a link on Twitter, etc.
◦ Compatible Dimensions: Account, Post
◦ Incompatible Dimensions: Auto-Import campaign
• Estimated Clicks: This metric removes clicks from bots and displays only URL clicks by humans
• RefURL_Clicks: This metric displays clicks that came through other referred sites (example: google.com)
• Referrer: This displays the Referral URL for all clicks
This is from Sprinklr’s URL shortener (spr.ly) and will only work for those links.
Each link shortening provider will be different; bit.ly only counts clicks when referrers are present but they also do
some other unique stuff like dropping what they think are double clicks in short succession.
You can use Click Count Trend (detailed below) as a metric and then segment that data by dimensions like
Referrer and User Agent. To match Twitter clicks for example, you can limit click count to only show when Referrer
= T.co.
User Agent will show you all of the other types of applications that are creating clicks.
• Click Count: This metric can be used in conjunction with Click Type to create charts to show a distinction
between clicks by known Bots and non-bots. In addition it can be used with other dimensions such as
Referrer to indicate the referring URL and Country, City or Region to indicate the location of the IP
address of the click. This metric cannot be associated with a Published Date
◦ Compatible Dimensions: Click Type, Referrer, Country, Region, City
◦ Incompatible Dimensions: Published Date
• Click Count Trend: This metric shows clicks for the day the post was published
◦ Compatible Dimensions: Click Type, Referrer, Country, Region, City, User
• Vanity URL Click Count: This metric provides an aggregate lifetime click total for a vanity URL
26

◦ Compatible Dimensions: Click Type, Referrer, Country, Region, City
Sample Custom Widgets for Click Reporting:
• Outbound | Click Count by Referrer
• Values: Referrer, Click Count Trend
• Filters: Not Containing: NOREF
• Outbound | Estimated Clicks vs. Total Clicks
• Values: Date, Clicks w/refURL, Estimated Clicks, Total Clicks (Bot + Non Bot)
• Outbound | Click Count by Vanity URL
• Values: Vanity link, Vanity url Click Count
• Outbound | Click Count vs. % Change
• Values: Date, Click Count Trend (SUM), Click Count Trend (PCHG)
27

Standard Widget Capabilities
Overview
This section aims to guide you through the use of widgets. Before you get started with widgets, you need to
learn about dashboards.
The standard campaign dashboard has two levels, Standard Dashboard and Insights Dashboard.
You can do a fast and easy review of analytics via pre-built Standard Dashboards, which have a number of
pre-built widgets. Sprinklr can generate an Overview Dashboard and an Insights Dashboard in the left pane.
Sprinklr also creates an additional Compare Dashboard for comparisons. The image below shows the left
pane, from which you can access these Dashboards.
To learn the step-by-step process to access dashboards, see How to Open a Sprinklr Dashboard.
Standard widget capabilities
On the top right corner of each widget, are the four standard capabilities of all widgets (in order).
Icon Name Description
ADD TO CUSTOM
DASHBOARD
Allows you to add the particular widget to any custom
dashboard
VISUALIZATION Allows you to change the look of the widget
EXPORT
Allows you to export the widget to either excel, png or pdf
format.
Similar to how to export a dashboard.
REFRESH
Allows you to reload the widget to get to most recent data
28

You can also add videos to widget descriptions. To learn more, see Adding Video to Reporting Widget
Descriptions.
Overview dashboard
Overview dashboard helps you compare different campaigns and lets you perceive which campaign is
performing better.
Image 1—Overview/Campaign Dashboard
The following are a few Overview Dashboard examples.
• Most liked campaigns
Image 2—Most Liked Campaigns
• Most commented campaigns
Image 3—Most Commented Campaigns
29

• Most shared campaigns
Image 4—Most Shared Campaigns
• Most clicked campaigns
Image 5—Most Clicked Campaigns
• Engagement and reach by campaign
Image 6—Engagement & Reach by Campaign
30

• Campaign scorecard
Image 7—Campaign scorecard
Drilling Down on a Campaign
Insights dashboard helps to drill down to one campaign in detail. You can display and hide different data. For
example, you can hide post likes, comments, or shares.
The image below shows all three types of data, such as post likes, post comments and post shares.
Image 8—Hide post likes in a campaign
The image below shows information on post comments and post shares, post likes are hidden.
Image 9—Hide post likes
Widgets within Insights Dashboard
This section gives you an overview of the widgets that are available in the Insights Dashboard.
Engagement over time
This widget shows the engagement of your users over a specified amount of time.
31

Image 10—Engagement over time
Engagement by channel
This widget shows the amount of engagement by social network and compares them via color in the line
graph and pie chart over a specified amount of time.
Image 11—Engagement by channel
Message scorecard
This widget shows the posts, publish date and actual numbers of total engagement, post likes, comments,
shares, estimated clicks, and post reach over a specified period of time.
Image 12—Message Scorecard
Engagement by account
This widget shows engagement statistics per account over a specified amount of time.
Image 13—Engagement by account
32

Social Engagement dashboard
This section guides you on the social engagement dashboard and how it can help you with the social quotient
of your company.
For Channel Specific Dashboards
Social engagement dashboard gives you an idea about your brand’s presence by social network. You
can see how your brand's messages are engaging with your users and how they are responding back to your
brand messages.
Image 14—Select Social Engagement/Overview Dashboard
The menu items contain the Overview Dashboard and respective individual dashboard of all the social
channels.
The Overview Dashboard displays how different social channels are performing whereas the individual social
channel dashboards displays reports pertaining to that channel only. For example, the Facebook
dashboard displays social engagement data pertaining to Facebook only. Similarly Twitter, YouTube, and so
on contain reports related to their respective channels.
Social Engagement Dashboards embed new thumbnail images of media from posts.
Image 15—Select Social Engagement/Overview Dashboard
33

For the Social Engagement Overview Dashboard
This dashboard gives you a summary of your engagements on all your social channels.
The different widgets that you can find in this dashboard are:
• Outbound Summary widget: This displays the total number of brand’s posts, engagement with the
brand across all social channels and the ratio of engagement versus posts.
Image 16—Outbound Summary widget
• Engagement Summary widget: This displays the summary of user engagement on all social networks.
For example: Likes represents Likes on Facebook and Favorites on Twitter.
Image 17—Engagement Summary widget
• Account Summary widget: This displays how many followers you have across all your account.
34

Image 18—Account Summary widget
35

Inbound, Outbound and SLA Widgets
Overview
Inbound Tag Specific Widgets
Outbound Tag dashboard
Outbound Tag Specific Widgets
SLA dashboard
SLA Specific Widgets
Specific SLA Metrics
Overview
Specific inbound messages can be tagged depending on what your brand wants to keep track of. The
Inbound Tag reporting dashboard provides analytics on those inbound tagged messages. For example, if you
want to track inbound messages that include a specific keyword, you can create an automatic tag so that all
messages with that word are tagged.
Inbound Tag Specific Widgets
Specific widgets that populate the Inbound Tag dashboard are Message Count and Volume Distribution.
Within the Message Count widget the channel breakdown and account breakdown can be viewed. The
Volume Distribution widget lists tag categories, volume, message type and sentiments per tag. If you filter
which tag you want to see in the Volume Distribution widget, the graph above will give you a visual of the
statistic.
Trend displays the Inbound Tag message count over the specified amount of time.
Image 1—Inbound Tag Specific Widget
Channel Breakdown displays Inbound Tag channels and the percentage of tags that show up in each channel
over the specified amount of time.
36

Image 2—Channel Breakdown
Account Breakdown displays Inbound Tag accounts and the volume of tags in each account.
Image 3—Account Breakdown
The Volume Distribution widget allows you to filter the information shown in the widget above and displays
stats for each tag.
Image 4—Volume Distribution
Outbound Tag dashboard
Specific outbound messages can be tagged depending on what your brand wants to keep track of. The
Outbound Tag reporting dashboard provides analytics on those outbound tagged messages. For example, if
you want to track outbound messages that are part of a specific campaign or contain keywords, you can
create an automatic tag so that all messages with that information are tagged.
Outbound Tag Specific Widgets
Specific widgets that populate the Outbound Tag dashboard are Message Count and Volume Distribution.
Within the Message Count widget the channel breakdown and account breakdown can be viewed. The
Volume Distribution widget lists tag categories, volume, message type and sentiments per tag. If you filter
which tag you want to see in the Volume Distribution widget, the graph above will give you a visual of the
statistic.
37

Trend displays the Outbound Tag message count over the specified amount of time.
Image 5—Outbound tag specific widget
Channel Breakdown displays Outbound Tag channels and the percentage of tags that show up in each
channel over the specified amount of time.
Image 6—Channel Breakdown
Account Breakdown displays Outbound Tag accounts and out of the tagged messages, the number of
engagements, likes, comments, shares, clicks and the reach.
Image 7—Account Breakdown
The Volume Distribution widget allows you to filter the information shown in the widget above and displays
stats for each tag.
Image 8—Volumne Distribution
38

SLA dashboard
A service-level agreement (SLA) is a part of a service contract where a service is formally defined. In practice,
the term SLA is sometimes used to refer to the contracted delivery time (of the service or performance). SLA
metrics are used for measuring agent/community manager response times against pre-set objectives (in
consideration of business hours, if applicable) to determine brand and employee performance.
Inbound messages arrive in real-time. As a user replies to the inbound message, the outbound message is
time stamped. The SLA is calculated by taking the difference in time according to the pre-set configuration
guidelines. SLA counts only when there is a response. If 100 messages come in but a user responds to 5, the
SLA will calculate the average for the 5 response.
SLA Specific Widgets
Specific widgets that you will find in the SLA reporting dashboard are Average Response Time trend over
time, SLA Compliance, Messages that Met SLA vs. Missed SLA, Distribution of intervals in which messages
were responded, SLA Response Scorecard, SLA by client, SLA by account, Message Words and Reply
Message Words. Each of these widgets can be drilled down for more in-depth reporting.
Image 9—SLA Specific Widget
Image 10—SLA Drilled Down
At the top of the dashboard there are various stats indicating current percentages, changes and what the
amount during the previous period.
39

Image 11—SLA Dashboard Toolbar
Specific SLA Metrics
There are specific metrics that are used in reporting for SLA. These metrics are :
• Action SLA
• Queue SLA
• Resolution SLA
• Response SLA
• User Availability SLA
• User Login SLA
• User SLA
40

Inbound Custom Field Properties in Reporting Insights
Overview
You can configure Inbound Reporting Dashboards to use customized filters with inbound properties.
To Use Custom Field Properties
From Reporting Insights:
1. Click the
icon to open the left pane sidebar.
2. Choose a Reporting Dashboard that includes inbound properties, such as Inbound Tagging or SLA.
3. Click the
icon to reveal the More Filters dropdown.
41

4. Click the More Filters dropdown menu and under Inbound Custom Properties choose a property you
would like to use as a filter.
42

Shared Dashboard
Overview
This section describes the Shared Dashboard and the Custom Metrics in detail and also gives you the step-
by-step process to schedule exports.
Shared dashboard
You can view the dashboards that are shared with you in the Shared Dashboard section. From this section,
you can:
• Schedule an export,
• Create custom metrics
To Schedule Exports:
1. Click Schedule Export option in the upper right corner.
Image 1—Schedule Export
2. Fill in the details to export the report. See Scheduled Exports—Field Descriptions
3. Click Save to schedule your export.
Scheduled Exports—Field Descriptions
Table 1—Scheduled Exports—Field Descriptions
Field Descriptions
*Name Type a name for the dashboard.
*Dashboard Select the Dashboard from where you want to extract the report.
43

Show Filters in Export Select the check box to show the filters in the export.
Export As
Select the format in which you want to extract the report.
The options are:
• Excel
• PDF
• PNG
Email embed format
Select the format in which you want to embed the email.
The options are:
• HTML
• PNG
Date Range Select the date range on which you want the report.
Label Type in a label for the export.
Active Select the check box if you want the export to be active.
Schedule Type
Select the schedule type or the frequency type.
The options are:
• Minute
• Hourly
• Daily
• Weekly
• Monthly
Repeat Every Select the frequency at which you want to export the same report.
Timezone Select the time zone.
Title
Type a title for the report; this title is used as the subject line for emails generated about t
report.
Sender Type the name of the sender.
Recipients
Type the email id of the recipients. They can be users registered Sprinklr users or outside
Spinklr.
44

You will be informed when your export is ready if you have the Enable Notifications turned on, as shown in
the image below.
Image 2—Export Formats
Select the option for how you want to be notified. Options include email, platform, and mobile.
Image 3—Notification Preferences
The export can be reached from the notification section as shown in the image below.
Image 4—Notification
45

Reporting & Analytics.pdf

More Related Content

Viewers also liked

Similar to Reporting & Analytics.pdf

More from Bhavani Testone

Reporting & Analytics.pdf