Note: With the release of Global Performance Analytics on Jan 31, 2024, the analytics and reports mentioned on this page are currently unavailable inside the Hiya Connect console. If you need access to the data and analytics mentioned below, please reach out to your Hiya Account Manager or contact customer-success@hiya.com.
We've added a set of new improvements so you can better understand and analyze Branded Call performance. Read on to learn what's new.
Improved Analytics sitewide
We are excited to announce major improvements to the home dashboard and phone number analytics pages:
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Faster load times
Analytics views now load significantly faster
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Replacing the Performance tab
To better categorize measurements and accommodate recent data privacy changes, we've split the "Performance" tab into two new tabs:
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Audience reach tab: Home to unique answer rate (formerly "Contact rate") and answer rates per attempt. Data snapshots are available in daily, weekly, bi-weekly, monthly, and quarterly time frames
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Call traffic tab: Home to total outbound calls and answer rates
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Audience reach tab: Home to unique answer rate (formerly "Contact rate") and answer rates per attempt. Data snapshots are available in daily, weekly, bi-weekly, monthly, and quarterly time frames
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Better data labels, terms, and definitions
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Some analytics have a new, more precise name
- Unique answer rate: formerly known as contact rate
- Spam rate: formerly known as percentage of outbound calls labeled as spam
- Graphs and measurements now include a brief definition of what is being measured
- Additional details and expanded definitions can be found in the terms and definitions glossary
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Some analytics have a new, more precise name
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Refined visuals and better accessibility
Every chart and graph has been refreshed and improved contrast makes them easier to read
Figure 1: The new audience reach tab
Expanded Performance Analysis Report
What's new?
Hiya launched two new report views that enable you to drill down into additional levels of performance for your branded calls.
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Tag Performance Analysis Reports
This report provides all available metrics for every tag in your account for a selected period of time. (To learn more about tags, visit the tags user guide.)
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Account Performance Analysis Reports
Review aggregated daily, monthly, and quarterly trends of your account's metrics for a selected period of time.
Figure 2: Tag Performance Analysis Report
Figure 3: Account Performance Analysis Report
Better call reasons
Our latest updates help increase your answer rates by ensuring your call reasons are displaying accurate and helpful information to customers when you call.
You can now:
- Submit and manage your list of call reasons on the new call reasons page. Hiya’s Trust and Safety team will review and approve your call reason to ensure your call reasons are accurate and helpful to the people you are calling.
- Apply an approved call reason to any number in your Hiya account when you edit a phone number's attributes
- Use the Connect API to dynamically change the call reason with every call
Please note: any call reasons already in use can be found in your list of approved call reasons.
When will these reports and improvements be available?
These improvements will be available in the Connect console on Friday, July 22nd, 2022. If you have questions about these enhancements or your account, feel free to reach out to your Hiya Connect Customer Success Manager or Account Executive.
Questions?
Contact your CSM or customer-success@hiya.com to learn more.