D01 Social Summary

The Social Summary dashboard provides an overview of customer care activity delivered through social media platforms.

Filters

The filter pane for this dashboard includes the following filters.

• Date: specify a range of dates for this dashboard's data

• Seller Name

• Store Name

• Agent Region

• Social Sentiment: select one or more categories of consumer sentiment expressed on social media. The choices are Positive, Negative, Neutral, and N/A.

Data Items

Service Level

The percentage of social interactions that met the target service level.

Avg Response Time (H) shows the average response time, in hours.

Received

The number of message received through social channels.

Responses shows the number of responses sent.

Provider

This pie chart shows the share of social interactions for each social platform.

Sentiment

This pie chart shows the share of social interactions coded with each social sentiment value.

On-Shore Split

The percentage of social messages that were handled by agents based in North America. Click the number to slide open the SMS by Region panel. The panel slides open below the On-Shore Split widget.

Off-Shore Split shows the percentage handled by agents outside North America.

Social by Region

This slide-open panel shows information about social response by region. To open the panel, click the number in North America Answered Split. To close the slide-open panel, click the X at the top right of the panel.

Split is a pie chart that shows the overall share of social messages handled by region.

Responded and Avg Response by Region is a line and bar graph that shows activity by region. Response time in hours is graphed as a line against the numeric scale below the graph. SMS Responded is graphed as bars against the numeric scale above the graph.

Responded is a stacked bar chart that shows the daily trend in social messages responded by region.

Service Level is a line graph that shows the daily trend in service level by region.

Average Response (H) by Region is a line graph that shows the daily trend in response time by region.

Social Stats

This infographic shows, for each social platform, the number of messages received and the number of responses sent.

Messages Received

This bar chart the trend for the number of messages received by social platform.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the graph, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Top 5 Dispositions

This pie chart shows the five most common disposition codes for social interactions.

You can jump from this pie chart to the second-level Social Contact Reasons dashboard. To jump, right-click any pie segment, and select Jump to Social Contact Reasons Dashboard in the popup menu. The target dashboard opens in a new browser tab. For more information, see Social Contact Reasons, below.

Message Responses

This line and bar graph shows the trend in social message responses by platform. The number of responses by platform is graphed as stacked bars against the numeric scale to the left of the graph. Average response time, in hours, is graphed as a line against the numeric scale to the right of the graph.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the graph, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Provider Details

The Provider Details section shows response trends over time. There is a separate line and bar graph for each social platform. Average response time in hours is graphed as a line against the numeric scale on the right side of the graph. The number of messages received and responses sent are graphed as bars against the numeric scale on the left side of the graph.

To view the provider details section, click the gray title bar of the section. When you are finished, click the gray title bar again to hide the section.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the graphs, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Social Contact Reasons Dashboard

Social Contact Reasons is a second-level dashboard. You can reach it from Top 5 Social Dispositions in the main Social dashboard. To open this dashboard:

1. In Top 5 Social Dispositions, right-click any pie chart segment.

2. Select Jump to Contact Reasons Dashboard in the popup menu.

The second-level dashboard opens in a new browser tab. To return to the main Social dashboard, close the tab for the second-level dashboard.

The filters panel for the second-level dashboard offers the same filter options as the main Social dashboard. Note that the second-level dashboard's filters operate independently from the filters of the main dashboard. You can change the filters of the second-level dashboard without affecting the data in the main dashboard.

Top Contact Reasons

This pie chart shows the relative share of each of the ten most common contact reasons for social messages.

Top Dispositions

This pie chart shows the relative share of each of the ten most common dispositions for social messages.

Top Contact Reason Trend

This line graph shows the daily trend in contact reasons for social messages.

Top Disposition Trend

This line graph shows the daily trend in dispositions for social messages.

Contact Reason Metric Summary

This table shows social performance by case reason and case disposition.