In the Statistics section you can analyze statistical data, create reports and view graphs that explain how you use Twin services. This can help you understand where your company is doing well and where there is room for improvement

On this page:

Analytics

On the side menu click Statistics – Analytics. As a result the Analytics page will open.

The Analytics page provides general information about all messages sent using supported communication channels (i.e., SMS, Viber, Email, WhatsApp).

The page contains the following information:

Number of all sent messages
Number of all delivered messages
Total price of all sent messages

You can view statistical information for the following communication channels:

SMS
Viber
Email
WhatsApp
Push

In the field at the top of the page you can set the necessary period of time to display statistical information. When you select the start and end dates, you also need to specify the necessary time that marks the beginning of the selected period.

Reports

On the side menu click Statistics – Reports. As a result a page will open with a list of reports containing payment information. These reports are generated automatically by the system or manually by the user.

In the center of the page there is a list of reports that provides the following information:

Name – report name
Service – communication channel that was used to make calls or send messages to clients
Type – type of service for which a report is generated
Status – current status of a report
Added – date when a report is generated
Formed – date when a report file is created for download

The list of reports contains control elements that you can use to download, regenerate and delete reports.

Searching for reports

On the Reports page you can search for specific reports and filter reports by creation date.

To find a necessary report enter its name in the Search field at the top of the page.

To filter reports by creation date set the necessary period in the Creation date field.

When you select the start and end dates, you also need to specify the necessary time that marks the beginning of the selected period.

Search results are displayed automatically.

To delete the specified search and filter values use the Clear button.

Filtering reports by category

On the Reports page you can quickly filter reports by the following categories:

Generated – all generated reports that are ready for download
Generating – reports that the system is currently generating
Error – reports that were not generated by the system due to an error
All – all reports

To filter reports by category use the buttons located at the top right corner of the page.

When you click on one of these buttons, the system displays only those reports that belong to the selected category.

Generating and downloading reports

The Reports page contains control elements that you can use to perform the following actions with reports:

– to generate a report (if the system generates a report with an error, you can use this button to generate a report manually).

– to download a report (click on this button to download a report as an Excel file).

– to delete a report (click on this button to delete a report that was generated by mistake or in case you do not need a report any more).

Invoices

On the side menu click Statistics – Invoices. A page will open with a list of monthly bills that you need to pay for using Twin services. The system generates invoices automatically in the end of every month.

In the center of the page there is a list of invoices that provides the following information:

Account number – number of the generated invoice. When the system generates an invoice, it automatically creates the account number for that invoice.
File name – name of file with payment information. The file name includes the account number and creation date of the invoice.
Amount – amount you need to pay for using Twin services.
Period – period of time for which you need to pay. Reports are generated for a period of one month.
Created at – report creation date and time.

The Invoices page also contains the following control elements:

– to download an invoice. Clicking this button you will download an invoice as a PDF. This file contains information about the supplier and the buyer as well as detailed information on the expenses for a period of one month.

– to display revisions. In case there are changes in the cost or the user pays a part of their monthly expenses before the invoice is ready, a Twin employee, who is responsible for dealing with financial information, can make changes to the invoice. In this case when you click on this button, the system will display a list of revisions, which contains the following information:

Amount – amount that the user has already paid for the specified period
Revised at – date on which the Twin employee edits the invoice.
By whom – full name of the Twin employee who edits the invoice.
Email – e-mail address of the Twin employee.
Comment – comment made by the Twin employee.
Actions – button that you use to download a new invoice with changes made by the Twin employee.

Searching for invoices

At the top of the page there are control elements that you can use to search for specific invoices and filter invoices for the necessary period of time.

To find the necessary invoice, enter its ID in the Account ID field.

To filter invoices for the necessary period of time set the necessary period in the next field.

When you select the start and end dates, you also need to specify the necessary time that marks the beginning of the selected period.

Search results are displayed automatically.

To delete the specified search and filter values use the Clear button.

Creating an invoice

To create an invoice click on the area with information about your balance at the top of the page and select Create invoice on the menu.

In the opened menu enter the amount that you want to pay and then click Create an invoice.

The system will generate an invoice with the specified amount.

To download the generated invoice сlick in the necessary line. The generated invoice will be downloaded as a PDF.

After you make a payment, the corresponding amount will be added to your balance.

To generate an invoice you need to specify information about your company and payment details in your company settings. If any of this information is missing (for example, a postal code), then at the attempt to create an invoice the system will display a message asking you to fill in the company details. Until then you cannot generate invoices.

Viewing account transactions

To view account transactions, click on the area with information about your balance at the top of the page and select Account detail.

As a result the Account transactions page will open. This page contains information about all deposits you have made to your company's account over a certain period of time.

At the top of the page there are control elements that allow you to set the necessary period of time to display information about account transactions.

When you select the start and end dates, you also need to specify the necessary time that marks the beginning of the selected period.

In the center of the page there is a list of records with the following information:

Date – payment date
Base – payment reason (including account number and payment amount)
Refill – paid amount
Company number – company ID on the Twin platform

Chat graphs

On the side menu click Statistics – Chat graphs. As a result the Chat graphs page will open that uses counters, charts and graphs to provide statistical information about all your client chats.

At the top of the page there are control elements that allow you to set up parameters and time period to display the necessary information.

In the All chat field you can select the necessary chat in an instant messenger. You can select any chat that is available on the list of chat configurations that you have created for your website pages or linked to social networks and / or third-party services using the API.

In the All operators field you can select a chat operator whose statistics you want to display. You can select any user name that is displayed on the Operators groups page. You can display statistics for one or multiple operators simultaneously.

In the All messengers field you can select an instant messenger that was used to send messages to clients. You can display statistics for one or multiple instant messengers simultaneously.

The following instant messengers are supported:

Web
Telegram
WhatsApp
Viber
Facebook
Alice
Yandex
Vkontakte
Skype
Slack
Wechat
Snapchat
Line

In the All bot field you can select the necessary script that was used in client calls and chats.

To display statistics about operator's responses to clients select the There are customer messages check box.

In the All group field you can select the necessary group of operators for graphs. This option works only in case there is at least one group of operators in your account settings.

In the last field you can set the necessary period of time to display graphs.

When you select the start and end dates, you also need to specify the necessary time that marks the beginning of the selected period.

To delete the specified values use the Clear button.

To view statistical information using Grafana tools, click .

The Chat graphs page contains the following information:

General information about dialogues with clients:
- Total number of dialogues
- The count handled by the robot
- The percent handled by the robot
- The count handled by the operator
- The percent handled by the operator

General information about the cost of all messages sent in client chats:
- Chat cost per period divided by name
- Chat cost by day

General information about the number of client messages in instant messengers:
- Chats the number of messages from users in messengers
- Chats the number of user messages by day

General information about the number of operator messages in messengers:
- Chat the number of messages by operators
- Chat the number of user messages by day

General information about the number of messages sent by clients, operators and bots:
- Chats the number of messages from users by day
- Chats the number of robot messages by day
- Chats the number of messages from operators by day

General information about the most frequent phrases in chats:
- Chats popular user phrases
- Chats popular robot phrases

General information about the number of operator's sessions in chats:
- The number of operator dialogues in which they wrote messages
- Number of active dialogs by operator

- Number of skipped dialogs by operator
- Dialogs web widget by coordinates

General information about the activity of operators:
- Operator activity (online)
- Operator activity (paused)

Notification graphs

On the side menu click Statistics – Notification graphs. As a result the Notification graphs page will open that uses counters, charts and graphs to provide statistical information about all messages sent to clients via different communication channels.

At the top of the page there are control elements that allow you to set up parameters and time period for the necessary information.

In the first field you can select the necessary channel that was used to send messages to clients.

In the second field you can select the necessary status. The following values are available:

All statuses – displays all messages.
Created – displays all created but not yet sent messages.
Pending – displays all messages that the system is currently sending to clients.
Delivered – displays all messages that were delivered to clients.
Undelivered – displays all messages that were not delivered to clients.
Canceled - displays all messages that were not sent to clients because the user cancelled the sending process.
Error – displays all messages that were not sent due to an error (for example, a technical error for which the mobile network carrier is responsible).
Delayed – displays all messages that will be sent at the time specified in the message template.
Created, optional – displays all messages that were created but not yet sent and the Required checkbox is not selected in message settings.
Omitted, optional – displays all messages that were sent using a different communication channel (i.e., SMS) because the system failed to sent them using the selected communication channel (i.e., Viber).

In the next field you can set the necessary period of time to display information.

When you select the start and end dates, you also need to specify the necessary time that marks the beginning of the selected period.

To delete the specified values use the Clear button.

To view statistical information using Grafana tools click .

The Notification graphs page provides the following information:

General information about the number of text messages:
- Text messages by status
- Text messages by status (short statuses)
- Notifications
- Amount of text messages sent through channels

- Text messages sent and divided by channels and by days
- Text messages delivered and divided by channel and by days

- Amount of parts of SMS messages

General information about messages sent using Viber:
- Viber by statuses and by days
- Viber by statuses and by days in percentages

Telephony graphs

On the side menu click Statistics – Telephony graphs. Aa result the Telephony graphs page will open that uses counters, charts and graphs to provide statistical information about all client calls that you made on the Twin platform.

At the top of the page there is a field that allows you to set up parameters and time period for the necessary information.

In the next field you can set the necessary period of time to display information.

When you select the start and end dates, you also need to specify the necessary time that marks the beginning of the selected period.

To delete the specified values use the Clear button.

To view statistical information using Grafana tools click .

The Telephony graph page contains the following information:

General information:
- Evaluation of the bot's work (pie chart)
- Volume of contact

General information about calls:
- Calls for the duration of the 15 min. (pie chart)
- Calls for the duration of the 60 min. (pie chart)
- Calls by status for today (pie chart)
- Calls by status for year (pie chart)
- Calls by status for 15 min. (pie chart)
- Calls by status for 30 min. (pie chart)
- Calls by duration for today (pie chart)
- Calls for the duration of the year