Analytics overview

AI-generated Key Takeaways

• The Analytics overview in the Business Communications Developer Console provides a summary of agent performance, including reputation and traffic limit.

• Agent reputation is categorized as High, Medium, or Low based on user feedback and spam reports.

• An agent's traffic limit, which is the number of initial messages that can be sent to a unique user in a 28-day window, is determined by its reputation score.

• The Analytics overview table can be filtered by country and use case, and the data can be exported as a CSV file.

In the Business Communications Developer Console, the Analytics overview tab provides RBM partners with a summary view of all their agents. It includes key agent metrics, such as reputation and traffic limit (if applicable). This data is also available through the Management API.

Note: Unsubscribe and trend data will be added to the Management API in a future release.

How to access the Analytics overview

1. Open the Business Communications Developer Console.
2. Click the Analytics overview tab from the home page.

You'll see a table listing each agent, including its reputation and traffic limit. The table is initially sorted by reputation to highlight underperforming agents.

Key metrics explained

Reputation score

The reputation score reflects an agent's performance based on user feedback and spam reports. There are three tiers:

• High: Low spam reports, indicating strong adherence to best practices.
• Medium: Moderate spam reports, requiring regular monitoring. This is the default reputation score for all agents.
• Low: High spam reports, requiring immediate attention and remediation.

Traffic limit

Note: "No limit" means that traffic limits don't apply to the given agent in the given country. These limits are subject to change. See business rules for more information.

The traffic limit dictates the number of initial messages (first outreach in a conversation) an agent can send to a unique user within a rolling 28-day window. This limit is determined by the agent's reputation at the time of the message:

• High reputation: Traffic limit of 8 initial messages.
• Medium reputation: Traffic limit of 4 initial messages.
• Low reputation: Traffic limit of 2 initial messages.

Key considerations for partners

• First contact and traffic limit: When an agent sends a message to a new user, they start with a pool of 8 tokens for that user within a 28-day period. Depending on the agent's current reputation, 1, 2, or 4 tokens are deducted for each message sent.
• Impact of reputation changes on existing conversations: If an agent's reputation improves or declines, the new token deduction rate (1, 2, or 4 tokens per message) applies instantly to all subsequent messages. Tokens already used in an existing 28-day conversation window are not retroactively adjusted; the new rate only affects future messages, and no additional tokens are granted until the 28-day period ends.
• Follow-up on replies: When a user replies to an agent's message, the agent receives a double rebate on their traffic limit, allowing them to send additional messages to that user within the 28-day window. This allows natural conversations to continue freely.

Spam trend

The spam trend indicates if the agent's spam rate is trending up, down, or is neutral over the selected time range (last 7 or 28 days).

Unsubscribe reasons

An unsubscribe reason is the cause a user gives for unsubscribing from an agent's messages. This information is collected and shown in the Analytics overview to help partners understand why users are unsubscribing. The reasons include:

• Spam
• Never signed up
• Too many messages
• No longer interested
• Other

Top Unsubscribe reason: Shows the most common reason for unsubscribing, along with its percentage relative to all unsubscribe events.

Unsubscribe reason breakdown: Individual columns for each reason (for example, "Too many messages"), each showing its respective percentage of total unsubscribes.

• Example: "Unsubscribe reason: Never signed up 20%" means that 20% of the users who unsubscribed selected "Never signed up" as the reason.

Note: The percentage shown is relative to the total number of unsubscribes, not relative to the total conversation count.

Time periods and data freshness

• Daily data: Metrics are updated every 24 hours, typically reflecting data up through the previous calendar day.

Using the dashboard

The dashboard table includes:

• Agent name
• Agent ID
• Country
• Use case
• Reputation (High, Medium, Low)
• Traffic limit (2, 4, or 8)
• Spam trend (Up, Neutral, Down)
• Top Unsubscribe reason
• Unsubscribe reason: Spam
• Unsubscribe reason: Never signed up
• Unsubscribe reason: Too many messages
• Unsubscribe reason: No longer interested
• Unsubscribe reason: Other

Sort the table by reputation to quickly find underperforming agents.

Filter by country and use case

Use the Filter menu to:

• Filter by country if your agents are registered in multiple regions.
• Filter by use case (for example, promotional) to focus on specific types of agent traffic.

Select a time range

Apply the selected time range (last 7 or 28 days) to all metrics columns except Reputation and Traffic limit. These two metrics are evaluated independently of the time range to reflect sustained, long-term behavior.

Export data

Click Export to download a CSV file containing the current filtered dataset.