new_releases 更新:查看
版本说明,了解新功能和产品动态。
代理分析
使用集合让一切井井有条
根据您的偏好保存内容并对其进行分类。
代理开始发送消息后,您可以跟踪代理消息和对话的指标。Business Communications 开发者控制台会报告已发送消息的分析数据,您还可以通过跟踪客服人员对话的事件和其他属性来开发自己的分析数据。
Business Communications 开发者控制台中的分析
Business Communications 开发者控制台支持与代理消息相关的三个指标:
- 已发送:客服人员发送的消息数量。
- 已传送:成功传送给用户的消息数量。
- 已读:用户阅读的消息数。
控制台会每天早上刷新指标,并为所有指标添加世界协调时间 (UTC) (+0) 时区的时间戳。
所有指标均按给定日期发送的消息进行分组,这意味着与消息相关的所有事件(已发送、已传送、已读)都会显示在客服人员发送消息的日期(世界协调时间 [UTC])。如果在随后的一天发生了已送达或已读事件,系统会将相应指标回填到关联邮件的发送日期。控制台会回填 8 天的 Google Analytics 数据。
例如,如果客服人员在 1 月 1 日发送了一条消息,并且用户的设备在 1 月 1 日收到了该消息,那么在次日刷新指标时,1 月 1 日的已发送和已传送指标都会增加 1。如果用户在 1 月 2 日阅读了消息,那么在指标于次日刷新时,1 月 1 日(客服人员发送消息的日期)的已读指标会增加 1。但是,如果用户在 1 月 10 日(超出 8 天回填期限)读取了消息,则 1 月 1 日的阅读指标不会增加,系统也不会另行报告阅读事件。
查看代理分析
- 打开 Business Communications 开发者控制台,使用您的 RBM Google 账号登录,然后点击您的客服人员。
- 在左侧导航栏中,点击 Analytics 。
- 指定数据的时间尺度、开始日期和结束日期。
- 指定要查看的指标。
如需将当前分析数据导出为 CSV 文件,请在“分析”窗格中打开菜单,然后点击导出数据。
衡量您自己的分析数据
如果您有不同的分析偏好设置,或者需要比 Business Communications 开发者控制台中提供的信息更深入的信息,可以捕获自己的分析数据。
数据捕获和存储要求因组织和用例而异。遵守您受约束的所有政策和法规。
以下是您可能会捕获的一些指标:
- 发送的消息。记录客服人员每次发送消息的详细信息。通过跟踪
messageId
,您可以将消息与后续事件和响应相关联。
- 递送回执。捕获
DELIVERED
事件。
- 已读回执。捕获
READ
事件。
- 用户互动。捕获
IS_TYPING
事件、用户响应次数,以及 READ
事件和后续用户响应之间的时间差。
- 互动类型。了解用户对您的消息的回应方式。使用有意义的
postbackData
跟踪建议的回复和操作,并监控回复格式,以确定用户发送的是文件、位置信息还是纯文本消息。
- 客服人员的回复速度。记录客服人员回复用户消息所需的时间。
捕获分析数据后,您可以根据自己的业务需求,以最合适的方式对其进行解析和整理。
如未另行说明,那么本页面中的内容已根据知识共享署名 4.0 许可获得了许可,并且代码示例已根据 Apache 2.0 许可获得了许可。有关详情,请参阅 Google 开发者网站政策。Java 是 Oracle 和/或其关联公司的注册商标。
最后更新时间 (UTC):2024-11-22。
[null,null,["最后更新时间 (UTC):2024-11-22。"],[[["\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."]]