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.

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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

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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

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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

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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!