Working With Zinc Analytics
On the Analytics tab, you can access analytical reports to gain insights into how your Organization uses Zinc. Available reports include metrics on engagement, Group and network usage, and Hotline activity. In some reports, you can select preset date ranges for which to view data or define a custom range. If needed, you can export data for each report into a .csv file for further analysis. If User Properties are enabled for your Organization, you can view analytics segmented by those properties in the Activity and Membership reports.
Analytics reports provide data on engagement, Group and overall network usage, and Hotline activity.
 |
To view the Analytics tab, you must have either the Organization Admin or the Analyst role.
|
|
Report
|
Metrics
|
Description
|
|---|---|---|
|
Activity
|
Messages Sent
|
Total Messages sent by all users during the selected date range.
|
|
Calls Made
|
Total calls made by all users during the selected date range.
|
|
|
Messages per User
|
Average Messages sent per user during the selected date range.
|
|
|
Calls per User
|
Average calls made per user during the selected date range.
|
|
|
Top Users by Activity
|
Table of the most active users, with total Messages sent and calls made during the selected date range.
|
|
|
Groups
|
Top 25 Groups by Message Volume
|
The 25 most active Official Groups and named Ad-Hoc Groups based on Message volume during the selected date range.
|
|
Recently Active Official and Ad Hoc Groups
|
The Groups that were most frequently used during the selected date range, including the average number of members and Messages per Group.
|
|
|
Groups Created
|
Total number of Official Groups and Ad Hoc Groups created during the selected date range.
|
|
|
Groups List
|
Searchable list of all Official Groups and Ad Hoc Groups available during the selected date range, sortable by name, type, member and Message totals, days inactive, or creation date.
|
|
|
Membership
|
Registered Users and Pending Invitations
|
Total users who signed up for Zinc and whose invitations were still pending during the selected date range.
|
|
Users Over Time
|
Conversion trends for pending invitations during the selected date range.
|
|
|
Users
|
Searchable list of all active and pending users, sortable by status, name, email address, and other properties such as team, manager, admin tier, and registration or invitation date.
|
|
|
Network
|
Number of Messages, Conversations, and Users
|
Total weekly or monthly Messages, Conversations, and Users.
|
|
Messaging Network
|
Usage map of weekly or monthly per-user message counts and sending patterns.
|
|
|
Real-Time Hotline Dashboard
|
Request Status Metrics
|
Total status counts of all current Requests for the selected Hotline:
• Pending
• Active
• Closed
• Percent Closed
|
|
Request Time and Request Age Metrics
|
Time metrics for the selected Hotline:
• Average Claim Time, Minutes
• Max Open Request Age, Minutes
• Average Open Request Age, Minutes
|
|
|
Requester and Owner Metrics
|
Current Max Waiting Time by Requester, Active Request Count by Owner, and Max Request Age by Owner totals for the selected Hotline.
|
|
|
Staffer Metrics
|
Average Claim Time by Staffer and Average Resolution Time by Staffer totals for the selected Hotline.
|
|
|
Open Request Metrics
|
Today's Open Requests totals for the current day, and Aged Open Requests totals for the number of Requests received over 2 hours but less than 7 days before the current date and time for the selected Hotline.
|
|
|
Hotline Overview
|
Distinct Requests Metrics
|
Total distinct Requests over the following time periods for the selected Hotline:
• Yesterday
• Last 7 Days
• Last 30 Days
• Last 365 Days
|
|
Request Volume Metrics
|
Trend graphs for the selected Hotline, with options to view previous and next intervals:
• Daily Request Volume (Last 30 Days)
• Weekly Request Volume (Last 8 Weeks)
• Monthly Request Volume (Last 12 Months)
• Daily Running Request Volume Week Over Week
• Daily Running Request Volume Month Over Month
|
|
|
Time of Day Request Count
|
Table of total Requests per hour over the past 7 days.
|
|
|
Average Time Metrics
|
Metrics for the last 30 days for the selected Hotline with month-over-month change percentages:
• Average Claim Time
• Average Response Time
• Average Handle Time
• Average Resolution
Trend graphs for the selected Hotline, with options to view previous and next intervals:
• Daily Average Time Metrics, Minutes (Last 30 Days)
• Weekly Average Time Metrics, Minutes (Last 8 Weeks)
• Monthly Average Time Metrics, Minutes (Last 12 Months)
|
|
|
Additional Request Metrics
|
Trend graphs for the selected Hotline, with options to view previous and next intervals:
• Request Count by Owner (Last 30 Days)
• Top Requesters by Volume (Last 30 Days)
• All Requesters by Volume (Last 30 Days)
|
|
|
Request Parts Details
|
Table of Parts Requests over the last 7 days for the selected Hotline, with filtering options.
|
|
|
Request Parts
|
Request Parts Status Metrics
|
Total counts for the following metrics for the currently selected Hotline and date range:
• Total Request Parts
• Currently Open
• Transferred Count (Transferred From Other Hotlines)
|
|
Average Time Metrics
|
For the selected Hotline and date range:
• Claim Time, Avg. Minutes
• Response Time, Avg. Minutes
• Resolution Time, Avg. Minutes
• Handle Time, Avg. Minutes
|
|
|
Request Parts Details
|
Table of Parts Requests for the selected Hotline and date range, with filtering options.
|
|
|
Broadcasts Overview
|
Broadcast Reach Metrics
|
Distinct Broadcasts Sent, Total Broadcast Views, and Average Click Through Rate metrics for the selected date range.
|
|
Broadcast Trends Metrics
|
Trend graphs for the selected date range:
• Broadcast Volume Over Time
• View and Click-Through Rate
(Averages)
• Click-Through Rate by Sender
(Averages)
|
For more information: