Reports and analytics

Reports is a platform-wide surface. Several modules also expose their own analytics, including CRM, workflows, voice, sites, webinars, social media, SEO, and reputation.

Read a report correctly

1. Confirm the active workspace and module scope.
2. Check the date range, timezone, filters, and comparison period.
3. Determine whether the metric represents an attempted action, accepted action, provider delivery, customer interaction, or business outcome.
4. Open the underlying record or execution when a total looks unexpected.
5. Allow for processing delays before comparing a real-time provider view with an aggregated report.

Common interpretation mistakes

• Treating “sent” as “delivered,” “delivered” as “read,” or a clicked review link as a completed review.
• Comparing reports with different timezones or date boundaries.
• Counting retries as new business outcomes.
• Assuming a provider’s total and Spacebrain’s recent synchronized window represent the same retention period.
• Ignoring filters for channel, owner, campaign, workflow, or workspace.

Build an operating review

For each important workflow, choose a small set of measures:

• Volume entering the workflow.
• Completion or success rate.
• Failure and retry count.
• Time to response or completion.
• Human handoff or follow-up backlog.
• Cost or usage where relevant.
• A business outcome from the system of record.

Use module reports for diagnosis and a platform report for cross-module context. Export data only when your role and data-handling policy allow it.