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Communication Report

Learn all about Communication Reports on Loyalife

Overview of Communication Reports

Purpose:

Communication reports in Loyalife provide insights into the effectiveness of communication channels used for customer engagement. These reports track interactions through channels like email, SMS and WhatsApp, helping businesses analyze the success of their communication strategies, including the status of sent messages and the frequency of communication across different channels.

Creating a Custom Communication Report

To create a custom communication report that suits your business needs, follow these steps:

Access the Feature:

  • Navigate to Reports & Analytics > Data Exports > Communication tab.

Add a Custom Report:

  • Click Report Set Up and fill in the following details:
  • Report Name: Provide a descriptive name for the report that indicates its purpose.
  • Report Description: Provide a description for the report
  • Report Columns: Select the relevant columns to display the necessary communication data (see column and summarise list below).
  • Period of Generation: Select how frequently the report should be generated (e.g., daily, weekly, monthly). or choose the Date Range where you can define the start and the end date.
  • Report Filters: Choose the appropriate filters to narrow down the data (see filters list below).
    • Filters: Only Communication Channel = SMS, Email or WhatsApp.
  • Share Report with: Select the employee you wish to share the report using the drop-down menu.
  • Report Summary Options: Here select the option from the drop-down menu.

Viewing and Managing Communication Reports

The "View Report" functionality is now available for all generated communication reports, allowing you to inspect content directly within the platform. This applies to:

  • Auto-generated reports
  • Manual reports
  • Exported reports
  • One-time reports
  • Custom reports
  • Shared reports

Interface & Navigation Features

  • Pagination: Navigation across large datasets works automatically based on available data.
  • Horizontal Scroll: When report columns exceed the viewport width, horizontal scrolling is enabled to ensure all data is accessible.
  • Verification: All report sections have been verified for accuracy, except for Administrative Data and Logs.

Dynamic Search and Filters

The "View Report" screen now utilizes conditional logic to display search and filter tools based on the columns you have selected:

  • Member Search: This bar is enabled only if the report contains Member ID, Member Relation Reference, or Relation Reference. If these fields are missing, the search remains disabled.
  • Date Filter: This filter is enabled only if the report includes Processing Date or Enrollment Date. If neither field is present, the date filter will be disabled.

Search/Filter Behavior Summary:

  • If relation_reference is present → Member search is enabled.
  • If processing_date or enrollment_date is present → Date filter is enabled.
  • If both are present → Both search and filter options are enabled.

Available Report Columns

When creating a custom communication report, you can select the following columns to display relevant data about your communication activities:

Global Columns

  • Template Name: The name of the communication template used.
  • Relation Reference: The associated reference for the communication.
  • Email Status: The delivery status of emails (sent, failed, etc.). The failed status is based upon success response of SMTP/API.
  • SMS Status: The delivery status of SMS messages. The failed status is based upon success response of SMTP/API.
  • WhatsApp Status: The delivery status of WhatsApp messages (Sent, Delivered, Read, Failed).
  • Date Email/SMS Sent/WhatsApp Sent: The date when the email, SMS or WhatsApp was sent.
  • Communication Channel: The medium through which the communication was sent (email, SMS, WhatsApp).
  • Email: The email address to which the communication was sent.

Report Summary Options

  • Total Communication Sent: The total number of emails, SMS, and WhatsApp messages sent.
  • Total Success Delivery: The total number of emails, SMS, and WhatsApp messages successfully delivered.
  • Total Failed Delivery: The count of undelivered emails, SMS, or WhatsApp messages based on failure responses from SMTP/API.

Available Filters

You can apply the following filters to narrow down the data displayed in the communication report:

  • SMS Communication Channel: Filters data based on the SMS communication channel.
  • Email Communication Channel: Filters data based on the email communication channel.
  • WhatsApp Communication Channel: Filters data based on the WhatsApp communication channel.

Period of Generation

The report can be generated on a recurring basis, depending on how frequently you need the data:

  • Daily: Generates the report daily, providing real-time data on communication performance.
  • Weekly: Generates the report weekly, useful for tracking trends over time.
  • Monthly: Generates the report on a monthly basis, allowing for a broader view of communication activities.
  • Quarterly: Generates the report quarterly, giving insights into communication effectiveness over several months.
  • Yearly: Generates the report annually for long-term performance reviews.
  • Custom date range: Generates based on the start and end date mentioned.

Accessing and Managing Communication Reports

Once you have created a custom communication report, you can access it as follows:

Select a Custom View:

  • In the Communication tab, you will see a list of your custom views.
  • Locate the report you want to access and click the three dots at the right and then click "View".
  • You can also view the report by clicking on the report.
  • The report will be generated based on the settings and filters you previously configured.

Viewing Report Data:

  • Once the report is generated, you can view the communication data directly within the platform, including the columns you have selected during setup.
  • You can view:
    • Unified Report Columns.
    • Report Filters: SMS / Email /WhatsApp only.
    • Report Name, Description, Shared With, Summary, Period.

Deleting a Custom Communication Report

If you no longer need a particular custom report, follow these steps to delete it:

Select the Report to Delete:

  • Locate the custom report you wish to remove.
  • Click the three dots at the right side and click Delete.

Confirm Deletion:

  • A confirmation prompt will appear. Confirm that you want to delete the report.
  • The report will be permanently deleted and will no longer appear in the list.

Generating a Manual Communication Report for a Specific Time Period

To manually generate a communication report for a custom time period:

Navigate to Reports:

  • Go to Data Exports > Communication tab> Click the view & generate

Select the Date Range:

  • Choose the Start Date and End Date for which you want to generate the report.

    • You can include an optional relation reference for manually generated reports.

Generate Report:

  • Once the date range is set, click on Generate Report.
  • The system will compile communication data based on your selected dates, providing a report of all communication activities that occurred within that time frame.

Download the Report:

  • After the report is generated, you can view it on the platform or download it in a CSV format by simply clicking on the download button next to the relevant report as shown below.

Sharing Reports Data

If you wish to share a Communications report, follow these steps:

Select the View to Share:

  • Find the custom view you want to share.
  • Click the three-dot menu on the right side of the view and select Share.
  • In the dropdown menu, select the user you want to share the view with.
  • Click Share to grant access.

Note: Sharing with a specific user is only available if their access settings allow it.

Updated about 1 month ago