Understanding Account Summary Email Reports

Below is a breakdown of the metrics in the account summary email reports.

Active user: 

• An active user is one logged in at least once in the chosen timeframe either on the web or on a phone (both IOS and android). 

• We will show this in this format - 79/100 where 79 is the count of active users and 100 is the count of total users in the location that were created during the chosen timeframe.

• A user could be both a location admin or a location agent

Contact: 

• Count of contacts in that location that are created within the chosen timeframe

Submission:

• Product forms - Count of total submissions on all forms created in the CRM within the chosen timeframe

• Surveys - Count of total submissions on all surveys created on the CRM within the chosen timeframe

• FB forms

Call: 

• Inbound calls - Count of all the calls that contact made to the location admin/user within the chosen timeframe

• Outbound calls - Count of all the calls the sub-account admin/user made to contact. This will not include automated calls.

• Talk time - The summation of the total duration of calls that happened between the user and the contact

SMS:

• Inbound SMS - Count all the SMS that contact sent to the location admin/user within the chosen timeframe. 

• Outbound SMS - Count all the SMS the sub-account admin/user sent to a contact. This will not include automated SMS.

Email:

• Inbound emails - Count of all the emails that a contact sent to the location admin/user within the chosen timeframe

• Outbound emails - Count all the SMS the sub-account admin/user sent to a contact. This will not include automated emails.

Facebook:

• Inbound texts - Count of all the texts that a contact sent to the location admin/user within the chosen timeframe through Facebook

• Outbound texts - Count all the texts the sub-account admin/user sent to a contact. This will not include automated texts.

GMB:

• Inbound texts - Count of all the texts that a contact sent to the location admin/user within the chosen timeframe through GMB

• Outbound texts - Count all the texts the sub-account admin/user sent to a contact. This will not include automated texts.

Instagram:

• Inbound texts - Count of all the texts that a contact sent to the location admin/user within the chosen timeframe through IG

• Outbound texts - Count all the texts the sub-account admin/user sent to a contact. This will not include automated texts.

Appointment:

• Count all the appointments that were created within the chosen timeframe irrespective of what status the appointment is in.

• We need the counts of created appointments only

Review:

• Count of reviews received for that location

Sentiment:

• Positive - Count all positive sentiments

• Negative - Count of all negative sentiments

Conversations:

• Unread - Count of all unread conversations

• Missed - If the initial inbound message isn't responded to within 5 minutes, the conversation will be marked as a Missed Conversation. This rule is only applicable to new conversations.