In this article, you can learn about the content of each chart in the Reports module.
General
Text Block
To add extra text or information to your report, you can use a text block. After dragging the text block onto your report, click on the gear icon in the upper right corner to add text. Here, you can also adjust the color, size, font, and alignment.
Authors
Top Authors
The pie chart displays the accounts that have posted the most messages across all searches.
Top Influencers
This chart provides an overview of the top influencers who have posted messages on the subject you are monitoring. It also shows the number of followers they have and the number of messages they have posted.
Top Mentions
The pie chart shows the Twitter accounts that have received the most mentions across all searches.
Gender Ratio
PeerReach Twitter data is used to determine the gender of individuals.
Messages
Bit.ly Statistics
The bar chart shows the total number of messages sent from the environment in orange. In blue, it displays the number of clicks per day on messages that have a bit.ly link. The chart does not consider the queries of the report but includes all linked accounts by default. You can select a desired account by going to the chart settings (gear icon). The total number of clicks for the selected period is shown in the upper right corner.
Bit.ly Top Links
This chart shows the number of clicks per bit.ly link over the selected period. The chart does not consider the queries used in the report but includes all linked accounts by default. You can select a desired account by going to the chart settings (gear icon).
Recent Messages / Large Recent Messages
The chart displays the recent messages across all searches. In the photostream, all images from messages of all searches are displayed.
PR Value Pie Chart
The PR value per search query is shown in the pie chart. The PR value indicates how much it would cost if you had the same reach but obtained it through advertising.
PR Value Column Chart
The column chart shows the PR value trend per search query. The X-axis represents time (interval is adjustable), and the Y-axis represents value, in this case, per million.
Cumulative Volume Line Chart
The line chart shows the trend of volume across all search queries. The interval on the X-axis can be set to year, quarter, month, week, day, or hour. Additionally, it shows the total and average number of messages.
Cumulative Volume Column Chart
The column chart displays the trend of volume across all search queries. The interval on the X-axis can be set to year, quarter, month, week, day, or hour. It also shows the total and average number of messages.
Volume Column Chart
The column chart displays the volume trend per search query. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.
Volume Line Chart
The line chart displays the volume trend per search query. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.
Volume Area Chart
The area chart displays the volume trend per search query. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.
Sources
Messages per Source Type
The pie chart shows the total number of messages per source type. Source types include Facebook, Blendle, Google+, Instagram, Klacht.nl, forum post, LinkedIn, news, news response, Twitter, print, review, RTV, Trustpilot, WhatsApp, YouTube, weblog, and weblog response.
Top Sources / Websites
The pie chart shows the total number of messages per source (website) across all searches.
Cases
With all charts falling under this category, you can report on complete conversations that have taken place within the Webcare module.
Case Handling Time per Platform Table
This table shows the handling time per platform for all cases handled in webcare (case status: closed). In addition to the average case handling time, it also displays the fastest and slowest case handling times (default value is per hour). You can adjust the chart's interval by clicking on the gear icon in the upper right corner.
Case Topics Pie Chart
This pie chart displays the main and subtopics of closed cases. The main topic is displayed in the inner circle, and the subtopics associated with it are in the outer circle. You can click on a topic to zoom in on the attributes associated with it. When reporting on topics, the action date on messages is considered.
Cases per Case Owner Column Chart
This column chart displays the number of cases per case owner over the selected period. Navigating the mouse over the chart reveals the status of cases per case owner.
Cases per Platform Pie Chart
This pie chart displays the number of open cases per platform created within the selected period.
Cases per Platform Column Chart
The column chart displays the number of cases per platform over the selected time period. When hovering over a column, a hover appears with the status and number of cases per platform.
Locations
Geo-Location of Messages
The map displays the actual location from which messages are sent. Geo-coordinates are obtained from Twitter messages when configured on the device.
By searching based on the geolocation of message senders, you can focus on messages in a specific area. This is useful, for example, when you want to target your audience regionally or when you only want to respond to people who are actually present at an event.
When searching for messages with geolocation, it is important to consider the following points:
- Geolocation is only used for Twitter and Instagram messages. These are the platforms that use and share this data with us.
- Geolocation in a Twitter message is only displayed if a Twitter user has specifically configured it in their Twitter profile. In practice, only a small percentage of all Twitter users do this, which significantly reduces the number of messages with geolocation.
Authors' Home Locations
The chart displays the Dutch location of authors that is filled in their Twitter profiles.
Authors' Home Locations - Belgium
The chart displays the Belgian location of authors filled in their Twitter profiles.
Other
Activity
The chart displays the number of messages posted per day and hour across all searches. The larger the circle, the greater the number of messages.
Application / Device
The pie chart shows the volume of the most-used Twitter applications across all searches.
Application / Device Line Chart
The line chart shows the volume trend of the most-used Twitter applications across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.
Message Type
The pie chart shows the total number of messages per message type for the Twitter and Facebook platforms. For Twitter, these types include STATUS, RETWEET, REPLY, and DM. For Facebook, they include status, comment, link, photo, conversation, and video. For Pinterest, it's pin.
Top Mentioned Links
The pie chart shows the volume of the most-shared links across all searches.
Platforms
Account Development
The line chart shows the development of the number of followers/following per Twitter account. To see the development of a specific account, select the account in the settings of this chart.
Reach Area Chart
The line chart shows the potential and average reach per search query. The line shows the number of messages (Y-axis) potentially seen by the number of followers (X-axis). Additionally, it displays potential reach, the number of messages, and the average reach. Potential reach is calculated by summing the followers of authors of all messages. Average reach is calculated by dividing potential reach by the number of messages.
Facebook Likes per Day
The line chart displays the development of the number of likes per Facebook page. The Y-axis shows the number of likes, and the X-axis shows the date.
Facebook New Likes per Day
The line chart displays the number of new likes per Facebook page. The Y-axis shows the number of new likes added, and the X-axis shows the date.
Facebook Insights
The table shows the posts made on the selected Facebook page and their interactions, engagement, and reach. Interactions include the number of likes, comments, and shares on a post. Engagement displays the "Lifetime Engaged users" for the post, representing the number of unique people who click on something in the post. Reach is the number of people who have seen your posts. A post counts as 'reached' if it is displayed in a news feed. Engagement rate per post: number of engaged people (all actions) / number of reached people x 100%. Average engagement rate for all posts in period X. Interaction rate per post: number of engaged people (engagement) / number of reached people x 100%.
Facebook IPM
IPM score indicates the level of engagement of your Facebook page's fans. IPM is calculated by dividing reactions, likes, and shares by the number of posts and fans. An IPM of 4 is considered average.
Facebook Page Visits
The number of people who visit your Facebook page per day is displayed. The Y-axis shows the number of people, and the X-axis shows the date when the page was visited.
Facebook Page Reach
Reach is the number of people who have received views via a post. Reach can be less than the number of views because one person can view multiple times.
Sentiment
Sentiment Pie Chart
The pie chart shows the total number of neutral, positive, and negative messages across all searches.
Sentiment Column Chart
The column chart shows the sentiment trend across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour. Additionally, it displays the total number of neutral, positive, and negative messages.
Sentiment Line Chart
The line chart shows the sentiment trend across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour. Additionally, it displays the total number of neutral, positive, and negative messages.
Sentiment per Source Type Column Chart
The column chart shows the total number of neutral, positive, and negative messages per source type.
Sentiment per Case Owner Column Chart
The column chart shows the total number of handled neutral, positive, and negative messages per case owner/user of Spotler Engage.
Sentiment per Search Query Column Chart
The column chart shows the total number of neutral, positive, and negative messages per search query.
Sentiment Area Chart
The area chart shows the sentiment trend across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour. Additionally, it displays the total number of neutral, positive, and negative messages.
Split Sentiment Area Chart
The area chart displays the split trend of positive and negative sentiment across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour. Additionally, it displays the total number of positive and negative messages.
Tags
Own Tags Pie Chart
This pie chart shows the most relevant tags assigned by yourself to messages across all searches.
Own Tags Word Cloud
The word cloud displays the most relevant tags assigned by yourself to messages across all searches.
Hashtag Word Cloud
The word cloud displays the most relevant hashtags across all searches.
Hashtags Pie Chart
The pie chart shows the volume of the most relevant hashtags across all searches.
Hashtags Column Chart
The column chart displays the trend of the most relevant hashtags across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.
Hashtags Area Chart
The area chart displays the trend of the most relevant hashtags across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.
Tag Cloud
The word cloud displays the most relevant terms across all searches.
Tags Pie Chart
This pie chart shows the volume of the most relevant terms across all searches.
Tags Column Chart
The column chart displays the trend of the most relevant terms across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.
Tags Area Chart
The area chart displays the trend of the most relevant terms across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.
Webcare
Action Speed Pie Chart
The pie chart shows the overall action speed per hour across all searches. This is measured across all webcare statuses (responding, completing, marking as spam, etc.), and each action is counted, even if there are two or more actions on one message.
Action Speed per Case Owner Column Chart
This column chart shows the action speed per case owner across all searches. This is measured across all webcare statuses, and each action is counted, even if there are two or more actions on one message. The columns show the number of messages (Y-axis) handled within the number of hours (X-axis).
Action Speed Line Chart
The line chart shows the action speed per case owner across all searches. This is measured across all webcare statuses, and each action is counted, even if there are two or more actions on one message
. The lines show the number of messages (Y-axis) handled within the number of hours (X-axis).
Action Speed Table
The table displays the average action time (in minutes) per case owner for all platforms. On the left, the case owners are listed along with their average action time. An action can be responding, completing, marking as spam, etc. Berichten per case owner The column chart shows the total number of handled messages per case owner per search query.
Case Owner Pie Chart
This pie chart shows the total number of handled messages per case owner across all searches. KTO Drivers pie chart This pie chart shows the topics you have been rated on in the KTO. When filling out the survey, question 3 asks for the main reason for the given score. Respondents have a choice of 5 topics; professional, providing peace of mind, personal, meeting my expectations, or other.
KTO NPS Table
The table shows per case owner how many messages have been responded to from webcare, how many KTO surveys have been sent, and how many have been filled out. The last columns show how many respondents are Promoters, Passive Satisfied, or Detractors.
KTO NPS Column Chart
The column chart shows the average NPS score. The NPS score is the difference between the percentage of promoters and detractors. This NPS score is not expressed as a percentage but as an absolute number, ranging from -100 to +100. For example, if you have 25% Promoters, 55% Passive Satisfied, and 20% Detractors, the NPS is +5. A positive NPS (>0) is usually considered good.
KTO Subdrivers Pie Chart
The pie chart for subdrivers shows the subtopics you have been rated on. When filling out the survey, question 3 asks for the main reason for the given score. Then, question 4 asks for the reason behind this answer.
KTO Satisfaction Column Chart
The average satisfaction score is determined by the answer to question 1 in the customer satisfaction survey; 'How satisfied are you with the last contact with us on social media?' Overview of webcare statuses The webcare status table shows the status of messages in webcare. It is possible to filter in the chart (using the gear icon in the upper right corner) by publication date or action date. Filtering by publication date looks at the date and time messages were published. For action date, it takes the moment when an action was performed on a message.
Response Speed Pie Chart
The pie chart shows the total response speed per hour across all searches.
Average Response Speed
The column chart shows the average of the first responses, all responses, and only the last responses to webcare messages. If there is one response to a message, this response speed is both the first, the last, and visible in the column with all responses. If there are additional responses to the same message, this is counted in the column with all responses (average of the first and second response) and as the last response to a message. Response times are displayed on the Y-axis.
Response Speed per Case Owner Column Chart
The column chart shows the response speed per case owner across all searches. The columns show the number of messages (Y-axis) handled within the number of hours (X-axis).
Response Speed Table
The table displays the average response time (in minutes) per case owner for the platforms where responses can be made from webcare (Twitter, Facebook, WhatsApp, LinkedIn, and Instagram). On the left, the case owners are listed along with their average response time.
Response Speed Line Chart
The line chart shows the response speed per case owner across all searches. The lines show the number of messages (Y-axis) handled within the number of hours (X-axis). Service Level Line Chart The line chart displays how many percent of the messages have been handled within the set service level. The norm (red line in the chart) can be set using the gear icon. With the gear icon, you can filter by webcare status responded, for example. In the upper right corner, it shows how many percent of the messages in the set period have been handled within the service level.
Service Level Table
The table shows the number of messages that have been completed and responded to within and outside the set service level. This is measured across the search query(ies) configured in a webcare profile.
Webcare Status Pie Chart
This pie chart shows the total number of messages per webcare status across all searches. Webcare Status Line Chart The line chart shows the volume trend per webcare status across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.
Webcare Status Column Chart
The column chart shows the volume trend per webcare status across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.
Webcare Status Area Chart
The area chart shows the volume trend per webcare status across all searches. The interval on the X-axis can be set to year, quarter, month, week, day, or hour.