What data does the Customer Engagement Overview provide?
Get an overview of your text campaign, automation, and survey performance and asses your recipient's responses.
Before you begin: You must be set up as a user and be assigned the manager role.
After a campaign, survey, and/or automation is created, you will be able to see an overview of various metrics and information to help you analyze its performance.
Campaign Overview
- Navigate from .
- You will see a list of all your campaigns. The will following metrics and information are available:
Metric Description Scheduled campaigns Number of scheduled campaigns in the next 30 days.
Recent campaigns Number of recent campaigns in the last 30 days.
Conversations started Number of conversations started in the last 30 days.
Monthly credits used Number of credits used, and how many remaining.Note: This metric only appears if you do not have unlimited.Note: You will also see individual campaign metrics such as campaign status, recipient count, responses, estimated overage, opt-outs, clicks, and survey responses from this view. - To see metrics and information on a single campaign, select the desired campaign.
- Within the Campaign tab, you will see the following information about your campaign:
| Metric | Description |
|---|---|
| Delivered | The count of delivered, pending and failed campaigns to recipients. |
| Responses | The count and percentage of recipients who responded to the campaign message. |
| Opt-out | The count and percentage of recipients who opt-out of the campaign. |
| Survey responses | The count and percentage of survey responses. |
| Link click | The count and percentage of recipients who clicked on a link within the campaign message. |
| To | The number of recipients the campaign was sent to. |
| From | The phone number the campaign was sent from. |
| Sent on | The timestamp of when the campaign was sent. |
| Campaign message preview | View the entire campaign message. |
| Recipients and responses table | View individual details of each recipient. Filter, sort and search capabilities are available to help arrange the data as desired.
Tip: To retry sending a campaign, select the
 icon.
Tip: Create a new campaign with selected recipients. First, select you recipients from the table, then select the
 icon.
|
Survey Results
- From , select the desired campaign.
- Within the Survey results tab, select from:
- Summary
- Individual responses
| Metric | Description |
|---|---|
| Summary: Views | The count and percentage of recipients who viewed the survey |
| Summary: Responses | The count and percentage of recipients who responded to the survey. |
| Summary: Survey responses | View all survey questions and responses from all the recipients. |
| Individual responses: Survey responses | Select a single recipient to view their survey responses. |
Note: If a survey was used in multiple campaigns and you would like to see all the survey results from all the campaigns combined, navigate to and select the survey you want to see results for.
Automation Overview
- From , select the desired automation.
- In the top right, you can enable, disable, and delete an automation
- Within the Overview tab, you will see the following information about your automation:
Metric Description Messages The count of delivered, pending, and failed messages sent from an automation. Responses The count and percentage of who responded to the automation message. Opt out The count of and percentage of contacts who opted out through this automation. Survey responses The count and percentage of survey responses. Link click The count and percentage of who clicked on a link within the automation message. From The phone number the message was sent from. Runs The total count of actions that automation has performed. Note: This number directly correlates to what the automation's action was defined as when the automation was created.Estimated cost last 30 days The estimated SMS credit cost within the last 30 days. Automation message preview View the automation message. Runs graph The count of actions the automation has preformed within the last 7 days, last 30 days, or last year. History View individual details of each contact. Sort column headers to arrange the data as desired. - Contact — Name of the recipient.
- Time — A timestamp of when the automation was sent to the contact.
- Status — Indicates if the campaign was sent, pending, or failed sending to the contact.
- Opt out — Indicates if the recipient chose to opt out.
- Response — Shows the contact's response to the automation.
- Within the Workflow tab, view the automation's configuration and edit the following as needed:
- Name
- Audience
- Automation trigger
- Timeframe
- Action
- Message
Note: Select Save to save your changes.