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.
In this article we will outline:
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 overview
To access the Community Management Report from the Reports tool, click on the Community Management tab from the navigation bar at the top of the screen.
The Community Management Report overview provides a summary of key metrics on a per profile basis, related to Inbox efficiency and response rate within the specified time period. These metrics include:
Replies - Total number of replies within the designated timeframe
Reviewed - Total number of reviewed Inbox items within the designated timeframe
Deleted/Hidden* - 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.
How to view the number of replies sent from a social profile
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. The metrics for this report 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 is counted toward the number of replies.
How to view and analyze team performance per social profile
The Team performance 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:
Members - An Agorapulse user who is active in the Inbox
Comments or Replies- The number of comments or replies from a specific user in the designated time frame
Direct Messages*- The number of direct messages (DMs) from a specific user in the designated time frame
Average Response Time - The average time it takes a member to reply to an Inbox item
* 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.
How to view the number of reviewed Inbox items per social profile
The Reviewed items 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. The metrics for this report include:
Members - 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
Distribution - Percentage of total Inbox items that have been reviewed by a specific team member
* 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.
How to view and analyze team performance across multiple social profiles
The Community Management Report provides team performance data from the Inbox on a per profile basis.
To view team performance across multiple social profiles, you can create a Custom Report (Team performance). Instructions on how to create a custom Team performance report are available here.
To see profile specific data in addition to aggregated data, ensure the Detailed for each profile option has been selected for each metric. The custom Team performance report has three sections that can be included or excluded depending on preference:
Team Performance (Custom) - Overview
The Overview section of the custom Team performance report provides a top-level overview of metrics related to community management across multiple social profiles.
Metrics available:
Replies - Total number of replies within the designated timeframe
Reviewed - Total number of reviewed Inbox items within the designated timeframe
Deleted/Hidden - 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
Team Performance (Custom) - Replies Sent
The Replies sent section of the custom Team performance report provides insight into the number of replies sent on the chosen social profiles by a specific team member in the selected time period.
The entry for each team member is able to be expanded in order to display profile specific reply information.
Metrics Available:
Total number of replies: The total number of replies sent by all team members across all social profiles included in the report
Comments: The total number of replies to comments per team member during the reporting period for all the selected profiles
Messages: The total number of replies to messages per team member during the reporting period for all the selected profiles
Average response time: The average time it takes a team member to reply to an Inbox item during the reporting period for all the selected profiles
Team Performance (Custom) - Reviewed Items
The Reviewed items section of the custom Team performance report provides insight into the number items reviewed, deleted or hidden by team member on any chosen social profiles in the selected time period.
The entry for each team member is able to be expanded in order to display profile specific review information.
Metrics available:
Total number of reviewed items: The total number of items received and reviewed by team members via Agorapulse for all selected profiles within the designated time period
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
Distribution - Percentage of total Inbox items that have been reviewed by a specific team member within the designated time period
