Dashboards - Tools Overview

Tools Dashboard Analytics Overview

This article will guide you through Patch’s Tools Dashboard Analytics. Patch’s Tools Dashboard provides you with real-time data and insights to help you keep a pulse on your business. In-depth reporting and metrics from Messenger, TextChat, SmartLinks, and more. See how your reps are performing, the top categories of message requests from customers, the number of touchpoints per conversation, and much more.

Note: Any tool or add-on that is not active on the account and has a related card on the tools page will be hidden.

Customer Engagement Card

Features

• Date Picker
• Bar Graph
• Metrics
• Refresh Button

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the XXX card.

Bar Graph (top)

This chart includes daily customer engagement activity in a bar graph style chart to help visualize the most active days for customer engagement for all your marketing tools used by your business. Each bar represents one day and all tools with engagement for that day which helps to see trends in engagement activity over time.

Chats

The total number of conversations that were marked complete for the date.

Check-Ins (Physical Locations)

The total number of kiosk check-ins completed for the date. This data is only available to you if the Kiosks add-on is active on your account.

Forms (non-Shopify)

The total number of forms completed for the date. This data is only available to you if the Forms add-on is active on your account.

Keywords
The total number of keyword text-in for the date. This data is only available to you if the keywords add-on is active on your account.

SmartLinks

The total number of SmartLinks clicked for the date. This data is only available to you if the SmartLinks add-on is active on your account.

Waivers (non-Shopify)

The total number of waivers completed for the date. This data is only available to you if the waiver add-on is active on your account.

Orders

The total number of orders completed for the date. This data is only available to you if the orders add-on is active on your account.

Metrics (bottom)

The metrics beneath the bar chart directly correlate with the data in the bar chart. These metrics are a summation of all engagement activity per tool within the date range selected.

Chats Completed

The total number of conversations that were marked complete during the date range selected.

Kiosk Check-ins (Physical Locations)

The total number of finished check-ins during the date range selected. This data is only available to you if the Kiosks add-on is active on your account.

Form Completions (non-Shopify)

The total number of forms completed during the date range selected. This data is only available to you if the form add-on is active on your account.

SmartOffers

The total number of SmartOffer redemptions and activations during the date range selected.

 

Keyword Text-ins

The total number of times a Keywords was texted in during the date range selected. This data is only available to you if the keywords add-on is active on your account.

SmartLinks Clicked

The total number of any SmartLink was clicked during the date range selected. This data is only available to you if the SmartLinks add-on is active on your account.

Waivers Completed (non-Shopify)

The total number of waivers completed during the date range selected. This data is only available to you if the Waivers add-on is active on your account.

Orders Completed

The total number of completed orders during the date range selected.

Refresh Button (bottom left)

Use this button to refresh the data within the XXX Card.

Loyalty Card

Features

• Date Picker
• Loyalty v Non Loyalty Table
• Bar Graph
• Metrics
• Refresh Button
  
  

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the Loyalty card

Loyalty v Non Loyalty Table (left)

The Loyalty column reports on customers who have signed up for Loyalty & Reward. The Non Loyalty column reports on customers who have not signed up for Loyalty & Reward.

Total Revenue

The total revenue generated from orders and the percentage of total revenue. For example, if you were to do $100,000 in revenue in the last 30 days and your Loyalty customers generated $80,000 of revenue then the data would show $80,000 and 80%. Note: Refunded orders are subtracted from revenue calculations.

Total Orders

The total number of orders created within the date range selected. Note: Refunded orders are subtracted from the total order count.

Avg Order Value

Average order value (AOV) is the average order total spent when a customer places an order with your business. Knowing the average order value is used to help you make decisions about your pricing strategies. You can directly impact your revenue growth by increasing your AOV. Note: Refunded orders are subtracted from revenue calculations. Below is how we calculate

AOV:

Avg Days Between Orders

Knowing the average number of days between orders is useful in planning your marketing strategies for each customer segment. This metric only includes returning customers and excludes first-timers. Below is how we calculate days between orders:

Retention/Defection Rate

Retention rate only pulls for customers that have had a chance to churn. So they must have been a customer longer than 365 days or what is set manually within the RFM settings -> Days Until Lost. Defection rate is the opposite of Retention rate and represents your customer churn. To calculate defection rate you would simply need to subtract the Retention rate from 100%.

Customer Lifetime Value
Customer lifetime value is the total worth to a business of a customer over the whole period of their relationship. Note: Refunded orders are subtracted from revenue calculations.

 

Bar Graph (right)

This chart includes daily activity for new contacts in a bar graph style chart to help visualize the most active days for new loyalty members and new contacts added to your database. Each bar represents one day and both segments for that day which helps to see trends in loyalty and non loyalty sign-ups over time. Hover over a key in the legend in the top right-hand corner of the chart to highlight only that segment.

New Loyalty Members

Contacts added to the database with a loyalty tag that was added during the date range selected.

Note: If a contact’s Loyalty Member status changes multiple times a day, it does not count as multiple new loyalty members.

New Contacts

New contacts added to the database that did not sign up for the loyalty program within the date range selected.

Metrics (across bottom)

Total Loyalty Members (All Time)

This metric is not dependent on the date range selected but instead includes an all time count of loyalty members in your database. The rate is the total number of loyalty members divided by the total number of contacts.

New Loyalty Members

The total number of contacts added to the database with a loyalty tag that were added from data within the date range selected.

Total Points Earned

Total number of points earned from purchases or Ways to Earn for the account across all contacts from data within the date range selected.

Total Points Redeemed

Total number of points that have been cashed in across all contacts from data within the date range selected.

Total Points Outstanding (All Time)

This metric is not dependent on the date range selected but instead includes an all time count of points earned that have been cashed in (including manual adjustments).

Refresh Button (bottom left)

Use this button to refresh the data within the Loyalty Card.

Messenger Card

Features

• Date Picker
• Line Chart
• Metrics
• Heatmap Chart
• Refresh Button

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the Messenger card.

Line Chart - Chat & Conversion Metrics from Messenger (top)

Completed

The daily count over time of conversations that were marked as ‘Complete’ within the date range selected.

Converted

The daily count over time of contacts that have a conversion associated with a message received from messenger within the date range selected.

Metrics (middle)

Total Chats Completed

The total number of conversations that were marked as ‘Complete’ within the date range selected. This metric is directly correlated with the line chart above and is a summation of the daily completed chats.

Total Chats Started

The total number of conversations that were started within the date range selected.

Revenue From Conversions

The total revenue generated from all conversions associated with a conversation from messenger within the date range selected.

Avg First Response

The average amount of time it takes for a rep to respond to a message based on all conversations within the date range selected.

Avg Time To Close

The average amount of time it takes for a chat to be completed based on all conversations within the date range.

Avg Chats Per Day

Total number of messages sent by a rep divided by the number of all messages within the date range.

Avg Touchpoints Per Completed Chat

The total number of messages sent by a rep before being able to complete each chat within the date range selected.

Heatmap Chart - Chats Started By Day

This chart includes Chats Started By Day activity in a heatmap style chart to help visualize the most active times chats start from within your business. Each row represents one week which helps to see trends in chat activity over time and will help you ensure you have enough reps available to service your customers.

Refresh Button (bottom left)

Use this button to refresh the data within the Messenger Card.

TextChat Card

Features

• Date Picker
• Line Graph
• Metrics
• Refresh Button
  
  

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the TextChat Card.

Line Graph

Chats Started via TextChat

The daily count over time of chats started via TextChat from data within the date range selected.

Metrics

TextChats Started

Total number of chats started via the TextChat widget from data within the date range selected.

TextChat Subscribers

The number of contacts who opted in to subscribe from the TextChat Widget from data within the date range selected.

TextChat Subscription Rate

The number of contacts who opted in to subscribe from within the TextChat Widget versus the total number of TextChat chats started from data within the date range selected. Note: If a contact’s subscription status changes multiple times in a day, it does not count as multiple subscriptions.

Refresh Button (bottom left)

Use this button to refresh the data within the TextChat Card.

Reps Card

Note: All data within this card is based upon ‘Completed’ conversations.

Features

• Date Picker
• Table
• Metrics
• Refresh Button
  
  

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the Reps Card.

Table (top)

Rep Name

The name of the rep.

Avg First Response

The average amount of time it takes for each rep to respond to a message based on their total completed conversations within the date range selected.

Avg Time To Complete

The average amount of time it takes for each rep to complete a chat, based on all completed conversations within the date range selected.

Avg Touchpoints to Completion

The average number of messages sent by a rep being able to complete each chat within the date range selected.

Total Open

The total number of open conversations for each rep during the date range selected.

Total Complete

The total number of conversations marked as ‘Complete’ for each rep during the date range selected.

Metrics (bottom)

Avg Completions Per Rep

The total number of completed conversations divided by the total number of reps based on the date range selected.

Avg Time To Complete Per Rep

The average amount of time it takes for each rep to complete a chat, based on all completed conversations within the date range selected.

Avg Touchpoints Per Rep

The average number of messages sent by all reps before being able to complete each chat within the date range selected.

Avg Total Open Per Rep

The total number of open conversations for each rep during the date range selected.

Refresh Button (bottom left)

Use this button to refresh the data within the Reps Card.

Forms Card (non-Shopify)

Features

• Date Picker
• Sparkline Table
• Metrics
• Refresh Button

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the Forms card.

Sparkline Table (top)

Form Name

The name of the form.

Sparkline

A sparkline of the number of forms completed from data within the date range selected.

Last Completion

The last date each form was completed from data within the date range selected.

Total Completions

The total number of times each form was completed from data within the date range selected.

Metrics (bottom)

Total Forms Completed

The total number of completions for all forms from data within the date range selected.

Avg Completed Per Day

The total number of all form completions divided by 30 days.

Refresh Button (bottom left)

Use this button to refresh the data within the Forms Card.

Tags Card

The top tags from Messenger AND TextChat were used from data within the date range selected.

Note: 10 tags maximum. Top 10 tags displayed.

Features

• Date Picker
• Sparkline Table
  • Selectable Tag Rows to limit data
• Metrics
• Refresh Button
  
  

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the Tags card.

Sparkline Table

Select A Tag Row

Tags rows are selectable to limit the data returned to the metrics on the entire card to the selected tags only.

Tag Name

The name of the tag.

Sparkline

A sparkline of the number of tags used over the date range selected.

Finished Chats

The total number of completed chats where the tag was applied within the date range selected.

Open Chats

The total number of open chats where the tag was applied within the date range selected.

Avg Touchpoints

The average of the total number of messages sent by a rep before being able to close each chat where the tag was applied during the date range selected.

Avg Time To Complete

The average amount of time it takes for each rep to complete a chat where the tag was applied within the date range selected.

Metrics

Finished Chats Tagged

The total number of chats that were marked as ‘Complete’ where the selected tags were applied during the date range selected.

Open Chats With Tag(s)

The total number of chats that have not been marked as ‘Complete’ where the selected tags were applied within the date range selected.

Conversions From Tag(s)

The number of customers who made a purchase within 7 days of communicating through Messenger where tags were applied.

Revenue From Tag(s)

The total revenue generated from the conversion where the selected tags were applied to chats tithing the date range selected.

Avg Touchpoints Per Tag

The number of messages sent at the time of chat completion from selected tags applied within the date range selected.

Total Number of Chats With Tag(s)

The total number of conversations both open and closed where tags were applied.

Avg Time To Complete

The average amount of time it takes for each rep to complete a chat, based on all completed chats within the date range selected where the tags selected were applied.

Percent of Chats With Tag(s)

The total chats (open and closed) divided by the total number of chats where tags were applied (open and closed).

Refresh Button (bottom left)

Use this button to refresh the data within the Tags Card.

SmartLinks Card

Features

• Date Picker
• Sparkline Table
• Refresh Button
  
  

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the SmartLinks card.

Sparkline Table

This table is listed in descending order starting with the SmartLink with the most number of clicks from data within the date range selected.

SmartLink Name

The name of the SmartLink

Sparkline

A sparkline of the number of SmartLink clicked over the date range selected.

Last Click

The last date the SmartLink was clicked within the date range selected.

Total Clicks

The total number of times the SmartLink was clicked within the date range selected.

Refresh Button (bottom left)

Use this button to refresh the data within the SmartLinks Card.

SmartOffers Card

Features

• Date Picker
• Data table
  • Metrics
• Refresh Button

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the SmartOffers card.

Data Table

This data table compares your top 5 performing SmartOffers and their most relevant metrics in order to measure and compare their performance with other Blasts. To see a complete list of your SmartOffers, select 'EXPAND SMART OFFERS'

Metrics included in the data table explained:

# Activations
The total number of times an offer has been activated within the date range selected.

# Redeemed
The total number of times an offer has been redeemed within the date range selected.

Redemption Rate

The percentage ratio of which offer is being redeemed per the amount of offers being activated within the date range selected

Refresh Button (bottom left)

Use this button to refresh the data within the SmartLinks Card.

Keywords Card

Features

• Date Picker
• Sparkline Table
• Refresh Button
  
  

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the Keywords card.

Sparkline Table

This table is listed in descending order starting with the Keywords with the most number of text-ins from data within the date range selected.

Keyword Name

The name of the Keyword.

Sparkline

A sparkline of the number of times the Keyword was used from data within the date range selected.

Last Text-In

The last date the Keyword was texted in from data within the date range selected.

Total Text-Ins
The total number of times the keyword was texted in from data within the date range selected.

Refresh Button (bottom left)

Use this button to refresh the data within the Keywords Card.

Kiosks Card (Physical Locations)

Features

• Date Picker
• Line Graph - lookup this specific type and what it is good for
• Metrics
• Refresh Button
  
  

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the Kiosks card.

Line Graph (top) - Total Check-ins

Total

The daily count of all check-ins from data within the date range selected.

Unique

The daily count of unique check-ins from data within the date range selected.

Metrics (bottom)

Total Complete Check-ins

This metric directly correlates to the Total Check-ins Line Chart above and is a summation of the total number of finished check-in events from data within the date range selected.

Total Unique Check-ins

This metric directly correlates to the Total Check-ins Line Chart above and is a summation of the total number of unique, finished check-in events from data within the date range selected.

Avg Check-in Time

On average, the amount of time it takes for a customer to complete the check-in process from data within the date range selected.

Incomplete Check-ins

The total number of completed check-ins minus the total number of check-ins started from data within the date range selected.

Avg Check-ins Per Customer

The total number of finished check-ins divided by the total number of unique check-ins from data within the date range selected.

Check-in Completion Rate

The total finished check-ins plus the total number of incomplete check-ins divided by the total number of finished check-ins times 100 from data within the date range selected.

Refresh Button (bottom left)

Use this button to refresh the data within the Kiosks Card.

Waivers Card (non-Shopify)

Features

• Date Picker
• Data Table
• Metrics
• Split Bar Chart
• Refresh Button
  
  

Date Range Selector (top right)

Use this menu to update the date range you would like to view within the Waivers card.

Data Table (top)

Waiver Name

The name of the Waiver.

Last Completion Date

The date the waiver was last completed from data within the date range selected.

Total Completions

The total number of completed waivers from data within the date range selected.

Metrics (middle)

Total Waivers Completed

The total number of waiver completions for all waivers from data within the date range selected.

Avg Waivers Per Day

The total number of completed waivers divided by 30.

Split Bar Chart (bottom) - Completions By Channel

Kiosks (Physical Locations)

The total number of waivers completed within the Kiosk channel from data within the date range selected.

Online

The total number of waivers completed within the Online channel from data within the date range selected.

Refresh Button (bottom left)

Use this button to refresh the data within the Waivers Card.

Wrap Up

Don’t stop at just connecting with your customers, the data Patch collects and tracks will help you exceed their expectations turning more customers into Loyalists and Champions. Having an in-depth understanding of how your customers interact with your business on a day-to-day basis allows you to optimize operations for an even higher return on investment.

 

Tools Overview