Ensure customer messages are being answered by using analytics to understand when messages are most likely to be received, what type of messages are being sent, and how many patients or non-patients are messaging your office.
You must have the user role of Super Admin to access this feature. See your role.
Overview
To access phone analytics:
- Sign into the Weave Portal
- Select
Analytics from the left navigation menu - Click Messaging
- Use the buttons in the top right corner to choose either the Table or Charts view
Each view contains different information:
Here you can see the following information for each call to your office:
- Location: Name of the location
- Sender Number: Number of the sender. It can be both office or contact
- Receiver Number: Name of the receiver. It can be both office or contact
- SMS Type: Direction of the message. Incoming vs Outgoing
- Message Category: Category of the message sent or received. Incoming messages have are marked as “NA”
- Source Type: Phone numbers present in your management system are marked as “Current Patient.” Others are “Unknown”
- Sender Name: Name of the sender. It can be either office or contact depending upon the direction of the message
- Receiver Name: Name of the receiver. It can be either office or contact depending upon the direction of the message
- Patient Name: Name of the patient stored in your management system
- Status: Current status of the message. (This can change over time)
- Status Details: Error status or reason when a message fails
- Content Type: Tells whether the message is SMS or MMS
- Message Created By: Weave user who created the message in the office
- Date/Time: Date and time when the message was created. (The location's local time zone)
- Message Details: Exact message which was sent or received. Hover over to view the entire message
The Charts tab shows:
-
Total Message Count: Incoming vs Outgoing
- Total incoming and outgoing messages. It includes both manual and automated messages
-
Message Categories
- Number of messages for each category or type, both incoming and outgoing
- Bulk messages are included in the Marketing category
-
Message Content: SMS vs MMS
- Number of SMS or MMS sent or received
-
Contact Type: Patient vs Unknown
- Number of messages sent or received with patients in your management system
Using Filters
At the top of each view, you can use the following dropdown filters to narrow the phone data:
- Location
- Time period: yesterday, last 7 days, or last 14 days
- Specific time period: choose a start and end date
Download CSV Report
Keep your messaging analytics by downloading a CSV of the data with the filters you’ve applied.
- Choose Table View
- Click on the
Download icon in the top right corner of the page
- Find the document in your downloaded files
- Choose Charts View
- Click on the
- Find the document in your downloaded files