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After your agent starts sending messages, you can track metrics for your
agent's messages and conversations. The Business Communications Developer
Console reports analytics of sent messages, and you can develop your own
analytics by tracking events and other attributes of your agent's conversations.
Analytics in the Business Communications Developer Console
The Business Communications Developer Console supports three metrics surrounding agent messages:
Sent: The number of messages sent by an agent.
Delivered: The number of messages successfully delivered to users.
Read: The number of messages read by users.
The console refreshes metrics each morning and timestamps all metrics
in the UTC (+0) timezone.
All metrics are grouped by messages sent in a given day, meaning that all events
associated with a message (Sent, Delivered, Read) appear on the date
(in UTC) that the agent sent the message. If a Delivered or Read event
occurs on a subsequent day, the metrics are backfilled to the associated
message's Sent date. The console backfills analytics for eight
days.
For example, if an agent sends a message on January 1st, and the user's device
receives it on January 1st, the Sent and Delivered metrics for January
1st both increase by one when the metrics refresh the next day. If the user
reads the message on January 2nd, the Read metric for January 1st (the date
the agent sent the message) increases by one when the metrics refresh the next
day. However, if the user instead reads the message on January 10th, which is
outside the eight-day backfill window, the Read metric for January 1st
doesn't increase, and the Read event isn't otherwise reported.
Specify the time scale, start date, and end date for your data.
Specify the metrics you want to view.
To export the current analytics as a CSV file, open the menu in the analytics
pane, then click Export data.
Measuring your own analytics
If you have different analytics preferences or require more in-depth information
than is available in the Business Communications Developer Console, you can
capture your own analytics data.
Data capture and storage requirements vary by organization and use-case.
Follow all policies and regulations that you are subject to.
Here are some metrics that you might capture:
Messages sent. Capture details each time your agent sends a
message. Tracking
the messageId lets you associate a message with the subsequent events and
responses.
User engagement. Capture
IS_TYPING
events, the number of user responses, and the time difference between READ
events and the following user responses.
Interaction type. Identify how users respond to your messages. Use
meaningful postbackData to track suggested
replies
and actions,
and monitor response
formats
to identify if users send files, locations, or plain text messages.
Agent responsiveness. Capture how long it takes your agent to respond to
user messages.
With your analytics captured, you can parse and organize them however best suits
your business needs.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Missing the information I need","missingTheInformationINeed","thumb-down"],["Too complicated / too many steps","tooComplicatedTooManySteps","thumb-down"],["Out of date","outOfDate","thumb-down"],["Samples / code issue","samplesCodeIssue","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2024-11-19 UTC."],[[["\u003cp\u003eThe Business Communications Developer Console provides analytics for agent messages, tracking the number of messages sent, delivered, and read by users.\u003c/p\u003e\n"],["\u003cp\u003eMetrics in the console are refreshed daily, grouped by the date the message was sent, and backfilled for up to eight days to account for delayed delivery or read events.\u003c/p\u003e\n"],["\u003cp\u003eUsers can access and view agent analytics in the console by navigating to the 'Analytics' section, specifying the desired time frame, and selecting the metrics to view, with an option to export as a CSV file.\u003c/p\u003e\n"],["\u003cp\u003eFor more customized or in-depth analysis, developers can capture their own analytics data, including message details, delivery and read receipts, user engagement, interaction types, and agent responsiveness.\u003c/p\u003e\n"],["\u003cp\u003eCapturing message \u003ccode\u003emessageId\u003c/code\u003e and events like \u003ccode\u003eDELIVERED\u003c/code\u003e, and \u003ccode\u003eREAD\u003c/code\u003e, can help provide a more in-depth analysis.\u003c/p\u003e\n"]]],[],null,["# Agent analytics\n\nAfter your agent starts sending messages, you can track metrics for your\nagent's messages and conversations. The Business Communications Developer\nConsole reports analytics of sent messages, and you can develop your own\nanalytics by tracking events and other attributes of your agent's conversations.\n\nAnalytics in the Business Communications Developer Console\n----------------------------------------------------------\n\nThe Business Communications Developer Console supports three metrics surrounding agent messages:\n\n- **Sent**: The number of messages sent by an agent.\n- **Delivered**: The number of messages successfully delivered to users.\n- **Read**: The number of messages read by users.\n\nThe console refreshes metrics each morning and timestamps all metrics\nin the UTC (+0) timezone.\n\nAll metrics are grouped by messages sent in a given day, meaning that all events\nassociated with a message (**Sent** , **Delivered** , **Read** ) appear on the date\n(in UTC) that the agent sent the message. If a **Delivered** or **Read** event\noccurs on a subsequent day, the metrics are backfilled to the associated\nmessage's **Sent** date. The console backfills analytics for eight\ndays.\n\nFor example, if an agent sends a message on January 1st, and the user's device\nreceives it on January 1st, the **Sent** and **Delivered** metrics for January\n1st both increase by one when the metrics refresh the next day. If the user\nreads the message on January 2nd, the **Read** metric for January 1st (the date\nthe agent sent the message) increases by one when the metrics refresh the next\nday. However, if the user instead reads the message on January 10th, which is\noutside the eight-day backfill window, the **Read** metric for January 1st\ndoesn't increase, and the **Read** event isn't otherwise reported.\n\n### View agent analytics\n\n1. Open the [Business Communications Developer\n Console](https://business-communications.cloud.google.com?utm_source=/business-communications/rcs-business-messaging/guides/measure&utm_medium=devsite&utm_campaign=rcs-business-messaging), sign in with your RBM Google account, and click your agent.\n2. In the left navigation, click **Analytics**.\n3. Specify the time scale, start date, and end date for your data.\n4. Specify the metrics you want to view.\n\nTo export the current analytics as a CSV file, open the menu in the analytics\npane, then click **Export data**.\n\nMeasuring your own analytics\n----------------------------\n\nIf you have different analytics preferences or require more in-depth information\nthan is available in the Business Communications Developer Console, you can\ncapture your own analytics data.\n\nData capture and storage requirements vary by organization and use-case.\nFollow all policies and regulations that you are subject to.\n\nHere are some metrics that you might capture:\n\n- **Messages sent** . Capture details each time your agent [sends a\n message](/business-communications/rcs-business-messaging/guides/build/messages/send). Tracking the `messageId` lets you associate a message with the subsequent events and responses.\n- **Delivery receipts** . Capture [`DELIVERED`](/business-communications/rcs-business-messaging/guides/build/events#delivered) events.\n- **Read receipts** . Capture [`READ`](/business-communications/rcs-business-messaging/guides/build/events#user_reads_agent_message) events.\n- **User engagement** . Capture [`IS_TYPING`](/business-communications/rcs-business-messaging/guides/build/events#user_starts_typing) events, the number of user responses, and the time difference between `READ` events and the following user responses.\n- **Interaction type** . Identify how users respond to your messages. Use meaningful `postbackData` to track suggested [replies](/business-communications/rcs-business-messaging/guides/build/messages/send#replies) and [actions](/business-communications/rcs-business-messaging/guides/build/messages/send#actions), and monitor [response\n formats](/business-communications/rcs-business-messaging/guides/build/messages/receive#examples) to identify if users send files, locations, or plain text messages.\n- **Agent responsiveness**. Capture how long it takes your agent to respond to user messages.\n\nWith your analytics captured, you can parse and organize them however best suits\nyour business needs."]]