📍 Where to Find It
Go to Analyze > Agent Performance in your BrandBastion dashboard.
What You Can Track
🔹 Key Metrics (Per Agent + Overall)
Replies sent: Total number of responses issued (directly on the dashboard).
Average response time: How fast agents respond, on average (directly on the dashboard).
Hidden comments: Number of comments agents have hidden (via CSV download).
Archived comments: Number of comments marked as no further action needed (via CSV download).
📊 Directly on the Dashboard
Replies sent: Total number of responses issued.
Average response time: How fast agents respond, on average.
Replies sent per agent: Total number of responses issued by that agent.
Average response time per agent: How fast that agent responded, on average.
📊 How Automated Replies Are Counted
Automated workflow replies are counted as BrandBastion replies, regardless of who created the workflow.
Here's how replies are counted across different reporting views:
Overview > Replies Issued: Includes all replies issued through BrandBastion, including automated workflows, BrandBastion team members, and your agents.
Managed Replies: Includes replies issued by BrandBastion team members and automated workflows, but excludes replies issued by your agents.
Agent Performance: Shows replies issued by agents. BrandBastion team members are excluded by default, although reporting configurations may vary by account.
Fully automated replies are replies sent by workflows without human intervention.
📊 Summary Report (CSV Download)
Use the summary report for a quick snapshot of your team's output:
Total replied-to comments
Hidden and archived volumes
Average response time per agent
💡 Tip: Use this view to compare performance across agents at a glance.
📁 Detailed Report (CSV Download)
Drill down into every message replied to:
Agent name: Who sent the reply.
Response content: Full message text.
Timestamp: When the comment was replied to.
Post details: Link and context of the original comment.
📌 Tip: Useful for QA reviews or coaching sessions.
When to Use This
Weekly team performance reviews
One-on-one coaching and training
Spot-checking high-priority brand moments
Tracking SLAs for support or community teams