The Branded Call dashboard and the analytics pages show how your branded calls are performing: across your whole company, for a single phone number or tag, and across several at once. This article explains what each view shows and how to read it.
Jump to:
- The Branded Call dashboard
- Company-level performance
- Company-level reputation
- Call feedback
- Analytics for an individual phone number
- Analytics for an individual tag
- Comparing multiple phone numbers and tags
- Common questions
The Branded Call dashboard
When you log in to the Hiya Connect console, the first screen you see is the dashboard. You will see two sections in the dashboard: Branded Call and Number Registration. The Branded Call dashboard provides an overview of key metrics and data points relevant to managing and monitoring your brands and Branded Call phone numbers.
See below for definitions of the dashboard's key features:
Branding status
The top part of the Branded Call dashboard shows how many telephone numbers you added to Branded Call and the branding status. This allows you to track the vetting process for your branding updates and know if there is a problem with your branding that could require action on your part. Please refer to Branding status to learn more.
Branded calls
The monthly total count of branded calls made from phone numbers in your Hiya Connect account.
Phone number utilization
The percentage of the phone numbers in your Hiya Connect account that made billable calls each month.
Newest call branding
This shows the six most recently approved call brands (caller display, name, and logo). Unapproved call branding does not show until it gets approved.
Call durations
The percentage of answered calls that lasted more than 60 seconds, or more than 120 seconds. Some companies use these metrics to track call success.
Company-level performance
You can view analytics for calls made by your company with Hiya. When you click on call performance under the Branded Call section in the left navigation, you will see your company's performance tab with data for the combined performance of all your calls.
Please see the detailed explanation of key features and metrics definition below:
You can adjust the period for viewing analytics by clicking on the date picker below the Performance tab. You can view performance week by week, month to month, or day over day.
The top three sections show estimated call volumes, answer rates, and unique answer rates. Below are the analytics for call duration and call attempts.
Estimated call volume
An estimate of total outbound calls made with call branding. Use this metric to see your branding usage trends.
Answer rate
The percentage of outbound calls answered by call recipients.
Unique answer rate
The percentage of individual phone numbers that answered your calls within a specified time frame.
Recipient call back rate
The percentage of recipients who called back after receiving a call.
Who ended the call
The percentage of calls ended by the recipient or the caller.
Call duration
When a call is answered, the length of time that the call lasts (in seconds).
Answer rate per attempt
For each attempt to call a unique phone number, how often the call is answered within a specified time frame.
Please refer to Branded Call data terms and definitions for more details.
Company-level reputation
You can view a detailed reputation report for your business by navigating to the Reputation tab when viewing the "Call performance" under the Branded Call section. Your reputation depends largely on user feedback, such as spam reports and blocked calls.
Please see the detailed explanation of key features and metrics definition below:
By clicking on the date range, you can adjust the time span for which you would like to view reputation data. You can also compare your reputation week by week, month to month, or day over day by changing the time series.
On the reputation page, you'll find three reputation metrics: Spam label rate, Spam report rate, and Blocked caller rate.
Spam label rate
The percentage of calls on the Hiya Network labeled as spam
Spam report rate
The percentage of calls on the Hiya Network reported as spam
Blocked caller rate
The percentage of calls on the Hiya Network blocked due to a user's block list.
Please refer to Branded Call data terms and definitions for more details.
Call feedback
The call feedback tab displays valuable comments from call recipients who reported receiving a spam call from your phone number. You can use these comments to understand why your calls are being reported and adjust your call strategy accordingly.
To view the list of spam report comments, go to "Call performance" under the Branded Call section. Then click the "Call feedback" tab.
Each row on the call feedback page displays the phone number that has been reported, the spam category selected by the recipient, and the comment they submitted. Above the list of comments, you can see the total number of results available.
Use the search field to find a phone number or text in the comments. You can use the filter controls to see only results within a specific time period or in a particular category. You can also sort the comments by time, length, or phone number order.
By default, profanity or offensive language is hidden. You can turn off this feature by unchecking the "hide profanity" option.
Analytics for an individual phone number
Performance
You can view performance analytics for calls made by each phone number. Find the number you wish to look up using the phone numbers list page under the Branded Call section. Click on the phone number to see its details. The first view you see will be the summary of top metrics in addition to phone number attributes.
Click on one of those metrics or the "view analytics" button to see the performance analytics for individual phone numbers.
You can adjust the time span and aggregate level (daily, weekly, or monthly) for which you want to view analytics by clicking on the date range.
See Company-level performance for how to use the analytics.
Reputation
You can view a detailed reputation report for your Branded Call phone numbers by navigating to the Reputation tab. The reputation of your phone numbers depends largely on user feedback, such as spam reports and blocked calls.
By clicking on the date range, you can adjust the time span and aggregate level for which you would like to view reputation data.
See Company-level reputation for how to use the reputation data.
Analytics for an individual tag
Performance
You can view performance analytics for branded calls made by each of your tags. Use the phone numbers list page or tag list under Branded Call to find the tag you wish to look up.
Click on the tag to view its details. The first view will include a summary of the top metrics and the telephone number list associated with the tag.
Click on one of the top metrics or view the analytics button to see the performance analytics for a single tag.
By clicking on the date range, you can adjust the time span and aggregate level for which you would like to view analytics.
See Company-level performance for how to use the analytics.
Reputation
You can view a detailed reputation report for your tags by navigating to the Reputation tab. Your tag's reputation largely depends on user feedback, such as spam reports and blocked calls.
By clicking on the date range, you can adjust the time span and aggregate level for which you would like to view reputation data.
See Company-level reputation for how to use the reputation data.
Comparing multiple phone numbers and tags
You can view comparative analytics for multiple phone numbers and tags in the console.
Comparing phone numbers
Navigate to the phone numbers page under the Branded Call section, use the checkboxes to select the numbers you want to include, and click "View analytics" above the phone numbers table.
The resulting page will display analytics data for the selected phone numbers.
Performance tab
On the Performance tab of this page, you can see and compare the performance analytics of the selected numbers.
You can also see the aggregated statistics and charts by turning the "Aggregate" switch on at the top right of the screen.
Reputation tab
On the Reputation tab, you can see the reputation details of the selected numbers.
Phone numbers tab
The Phone numbers tab lists the numbers included in the analytics.
Comparing tags
You can do a similar analysis with combined tags as phone numbers. To do so, navigate to the Tags page, use the checkboxes to select the tags you want to include, and click "View analytics" above the Tags table.
Common questions
Why is no date listed for each report?
To protect the privacy of the call recipients, we do not display the date the report was submitted.
Where do the spam reports come from?
Call feedback comments are submitted by call recipients using the Hiya app or Samsung devices. Users can submit comments when they report a phone number as spam.
I do not see the call feedback tab in my console. How do I get access?
Please contact Hiya Support to request access.