Filters and Downloads

To learn more about the filtering and sorting options available in Insights, as well as options for downloading and scheduling reports, see Insights filters and downloads.

Drill-down Capabilities

All of the graphical displays on the Insights dashboards include the ability to drill down into the data represented on the graph, allowing you to see specific and customized views of the data. The example below explains how to drill down into a graph from the Messaging Usage dashboard, but this process can be applied to any graphical display on any Insights dashboard.

1. Hover over the section of the graph that you would like to drill down into. A pop-up describing the section of the graph will appear.

   

2. Click on the selected section of the graph. A menu listing the different drill-down options will appear.

   

3. Select the drill-down option of your choice. In this example, by Message Type is selected. A visualization of the data will appear.

   

4. To download the data, click the Download button in the upper right corner. A modal will appear. From this modal, you can configure your desired file format. Expand the Advanced data options to configure additional options.

   

5. When ready, click the Download button.

High-level Messaging Metrics

This section of the dashboard focuses specifically on Messaging. It provides data specific to Messaging usage.

• Total Messages: all messages sent or received
• Avg Daily Messages: average number of messages sent or received per day
• Avg Messages Per Customer: average number of messages sent or received per customer
• Data As Of: the date and time that the displayed data was pulled
• Message Direction: breakdown of messages sent (outbound) and received (inbound)
• Final Status: breakdown of the final state of messages. Delivered, Sent and Received are all desirable outcomes as we may not always get a delivery receipt from the customer.
• Message Category: breakdown of the message category for all messages (automation, conversation, customer subscription, intercept, notification)

Volume and Outcome Metrics

Below the high-level Messaging data, you will find data related to volume and outcomes, including growth metrics.

• Messages: a breakdown of messaging volume categorized by final status that spans the date range you selected. You can see the number of messages by final status by hovering over each part of the bar graph. To the right of the bar graph, you will see four growth metrics:
  • 4-Week Growth: Percent growth of the last 4 weeks (not including the current week) compared to the 4 weeks prior
  • 4-Week Growth (Nom): Growth in the number of messages from the last 4 weeks (not including the current week) compared to the 4 weeks prior
  • Last Week Growth: Percent growth of the last complete week compared to the week prior
  • Last Week Growth (Nom): Growth in the number of messages over the last complete week compared to the week prior

Next, you will see metrics related to notifications, automations, and subscriptions.

• Notifications:
  • Total Notifications: total number of notifications sent for the selected date range
  • Notification Type: a breakdown of the types of notifications sent, shown as a percentage (Confirmation, Reminder, Final Attempt, Success)
  • Notifications: a breakdown of notifications categorized by type that spans the date range you selected
• Automations:
  • Automation Requests: total number of automations received from customers for the selected date range
  • Automation Messages: total number of messages associated with an automation for the selected date range. This would include the automation received from the customer and the response back.
  • Automation Type: a breakdown of the types of automations sent, shown as a percentage. Automations include: callme, status, cancel, confirmationYes, confirmationNo, Help, CustomerKeyword.
  • Automation Graph: a breakdown of automations categorized by Request or Response that spans the date range selected
• Subscriptions:
  • Total Subscription Messages: total number of subscription messages that include both the subscription message and corresponding responses
  • Total Opt-ins: total number of subscription messages
  • Subscriptions: a breakdown of the types of subscription messages. Subscription messages include: OptIn, OptOut, OptInConfirmation, OptOutInstruct, OptOutConfirm.
  • Subscription Messages: a breakdown of subscription messages categorized by type that spans the date range selected

For a breakdown of how some of these metrics are calculated, see Insights Dashboards Calculations.

Conversation Metrics

This section of the Messaging Usage Dashboard focuses on data specific to messaging conversations.

• Total Conversation Messages: the total number of conversations (as defined above) for the selected date range
• Message Direction: a breakdown of inbound (received) and outbound (sent) messages, shown as a percentage
• Conversation Messages: a breakdown of conversations (as defined above) for the selected date range

This last section of the Messaging Usage Dashboard breaks down many of the dashboard metrics by call target.

The Call Targets table includes the following metrics: