Analyzing Response Stats

You can analyze the all-time response rate of user queries for your account by clicking the Stats & Reports button placed on the top-left of your Inbox.

As shown above, Stats & Reports has been divided into 2 sections - Overview and Full Report. Let's walk you through each one:

Overview

This section provides a top-level view of all user queries across details like:

• The number of responses that have been Submitted, Read and Resolved. (Skip to Feedback Stats)

• The number of queries submitted under each Category.

• A break up of users by their Location (Country, City) and Browser preferences. (Skip to User Details)

• Day-wise submission trends.

You can download these stats by clicking the Preview & Download PDF button placed on the top right.

So, let's dig in!

Feedback Stats

1. Resolution Progress: You can analyze your query resolution progress against the following parameters:

• Total: Indicates the total number of messages that have been submitted over the entire lifetime of your account.

• Read: Indicates the number of messages that have been viewed by an account admin.

• Unread: Indicates the number of messages that are yet to be viewed by an account admin.

• Resolved: Indicates the number of messages to which an account has responded.

• Unresolved: Indicates the number of messages that have been Read and are awaiting further action.

• % Resolved: Calculated against the Total, it indicates your resolution progress.

2. Category-wise Feedback Count: You can analyze the most popular categories under which users have submitted their messages. This is a great way to identify and fix the communication gap (if any) through a product enhancement or marketing campaign.

• As shown above, click on a category to view all the messages submitted under it.

User Stats

You can gain quick insights into the users who have submitted queries against their location (Country, City) and Browser preferences.

• Click on a value to view all the messages that have been submitted from a specific location or through a browser to further understand your users.

• You will also find a trend report on the number of messages that have been submitted over the Last 7 days, 4 Weeks and 3 Months.

Full Report

This section provides a detailed report of each response over the entire lifetime of your account.
Using Advanced Search, you can filter down the report by:

• A specific time frame

• Feedback Category

• Feedback Status

• Feedback ID: Each message submitted by a user is given a unique ID. Click on it to access Feedback Details.

• Email (Address): Search for a user's messages by adding their email address (found under their User Profile).

• Message: Type in a keyword to filter out all user queries that contain it.

• Country, City

• Browser

• Tags: Tags can be created under Feedback Details to manage responses better.

• Page URL: Add a link to filter out all messages that have been submitted on the page.

• IP (Address): Specify the IP address to filter out all messages submitted through it.

• Phone Number: Search for a user's messages by adding their phone number (found under their User Profile).

Once you have the details you need, click the Download button placed on the top right to save a copy.

We hope this has equipped you with a robust understanding of how you can manage user queries with WebEngage. Please feel free to drop in a few lines at [email protected] if you have any questions. We're always just an email away!