Agorapulse's Community Management Report provides insights to assist with optimizing your team's engagement efficiency across each social profile. This report measures individual and average metrics related managing items within Agorapulse's Inbox.
In this report, you can easily assess response times, monitor workloads, and identify how many Inbox items have been actioned within a specified period.
To access aggregated Community Management Report metrics across multiple social profiles, you can create a Custom Report. More information is available here.
Please Note: Access to the Community Management report is available depending on the subscription plan you have. If you would like to change your plan to access this feature, feel free reach out to us here.
How to view the Community Management Report
To view/access the Community Management report:
Click the Analytics icon from the left-hand navigation menu
Choose Reports
Select a social profile from the left-hand navigation menu under Social profiles
Click on the Community Management tab on the top of the screen
We will outline each section included in the Community Management report below.
Please note: The metrics in the Community Management report are also available as widgets in Report Studio, which is available to users on the Advanced and Custom plans. For more information regarding Report Studio, check out this article.
Overview
The Overview section of the Community Management report provides a summary of key metrics on a per profile basis, related to Inbox efficiency and response rate within the specified time period.
Metrics include:
Replies sent - Total number of replies within the designated timeframe
Reviewed items - Total number of reviewed Inbox items within the designated timeframe
Deleted/Hidden items* - Total number of deleted/hidden Inbox items within the designated timeframe
Average Response Time - The average time for your team to respond to an Inbox item
* The number of deleted/hidden items is not available for X profiles.
Replies sent
The Replies sent section of the Community Management Report allows you to view the total number of replies (to comments and direct messages) sent from a social profile on a daily interval.
Metrics include:
Total number of replies - Total number of replies within the designated timeframe
Replies sent (Daily) - Hover over a date in order to identify the number of replies sent on that specific day
The number of replies included in this section will include replies sent natively or from other third party platforms.
Please Note: Each individual comment or message sent in a thread and first comments are counted toward the number of replies.
Team replies
The Team repies section of the Community Management Report provides insight into team efficiency related to the use of the Agorapulse Inbox. The metrics for this report include:
Team replies - An Agorapulse user who is active in the Inbox
Average Response Time - The average time it takes a member to reply to an Inbox item
Comments - The number of comments or replies from a specific user in the designated time frame
Messages*- The number of direct messages (DMs) from a specific user in the designated time frame
* The Direct Messages metric is not available within the LinkedIn, YouTube, and TikTok Community Management Report.
How is average response time calculated?
The Average response time in the Team performance report is calculated by taking the item creation date and reply creation date for each Inbox item that has been replied to. The time between these two metrics is then averaged for all items that a specific team member has replied to.
For example:
User A: Replied to 7 comments and 81 messages with total time to response of 8 hours (480 minutes).
Calculation: 480 / (7 + 81) = 5.45 minutes Average Response Time
User B: Replied to 3 comments and 188 messages with total time to response of 15 hours (900 minutes).
Calculation: 900 / (3+188) = 4.71 minutes Average Response Time
Weekends are included in the total response time. We recommend using customizable business hours for the most accurate response time calculations.
Please Note: The average response time does not include items that have been deleted, hidden or reviewed without a reply. It also does not account for items that have been replied to natively.
Team reviews
The Team reviews* section of the Community Management Report provides insight into how many items have been reviewed, deleted or hidden on a per team member basis within the Agorapulse Inbox.
Metrics include:
Team reviews - An Agorapulse user who is active in the Inbox
Reviewed- The number of Inbox items that have been reviewed by a specific user in the designated time frame
Deleted/Hidden**- The number of Inbox items that have been deleted/hidden by a specific user in the designated time frame
Reviews distribution - Percentage of total Inbox items that have been reviewed by a specific team member
* Mentions that have been Reviewed or Deleted/Hidden are included here.
** The Deleted/Hidden metric is not available within the X (Twitter) Community Management Report.
Please Note: Reviewed items will be considered for calculation based on their native creation date. i.e. If an item is created yesterday and reviewed in Agorapulse today, it will be included in items reviewed for yesterday.