Within Campaigns, you cannot directly see the number of responses at a glance, but you can calculate it as follows:
- Go to Campaigns, navigate to Insights and choose Volumes. Select the desired period.
- Here you can view the total number of sent messages (All messages) and the number of unique recipients (Unique contacts).
- All messages = total number of sent messages
- Unique contacts = number of unique recipients
Then go to the Statistics dashboard in Engage. Select the desired period and the relevant Stream in the filter options.
Now check the number of Conversations in the Dashboard overview.
Example:
- 67 sent messages
- 54 unique contacts
- 19 conversations (= 19 responses to outgoing messages)
- 14 assisted customers (= 14 customers out of the 54 contacts)
Result:
19 responses to outgoing messages out of the 67 sent messages
Note: a contact can have multiple conversations.
Frequently asked questions
In ‘Handled conversations per agent’ I see more conversations than have come in. How is that possible?
In the Dashboard overview you see the number of conversations that have come in during the selected period (only newly received). In the 'Handled conversations per agent' overview you see the total number of conversations that have taken place or were started within this period (both new and ongoing).