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In this article, we’ll cover the metrics and features of Hatch reporting so you can assess your performance and ROI. You can access Reporting via the bottom-left bar in the Hatch application: Hatch reporting navigation All tabs support breakouts by organization, workspace, and often at a per-campaign or agent level as well.

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Attribution

The Attribution tab provides information on Hatch appointments and sales happening to campaigned contacts, based on your opportunity data from your CRM. It provides a look at the number of appointments and sales, and specific details for those, as well as manual sales conducted inside of Hatch. Additional details This dashboard can be used to analyze the count and total value of sales within an organization’s CRM. A sale is attributed to Hatch communication if it meets specific criteria for campaign timing. A sale is included in overall sale totals if it is reflected as a sale in the CRM in the given filter parameters.
Heads up: Please reach out to your Account Manager if Attribution data looks incorrect or is not populating. Data must be mapped in your Hatch settings from your CRM to Hatch.

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Campaigns

The Campaigns tab provides information on Hatch campaigns, including how many launches there were, how many are still in progress, the response and opt-out rate, and additional details on a per-campaign level. It also provides a funnel and a full history of all contacts reached out to. Additional details
  • Contacts Launched is the count of unique contacts that were launched into the campaign. A contact counts for Contacts Launched if:
    • The contact was launched into the particular campaign
  • Contacts Responded is the count of unique contacts that responded to a message from the campaign. A contact counts for Contacts Responded if:
    • The contact was launched into the particular campaign
    • The contact responded while in the particular campaign
  • Response Rate is the percentage of launched contacts launched into the particular campaign that also responded to the particular campaign. It is equal to:
    • (Contacts Responded / Contacts Launched) * 100

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AI

The AI tab provides an overview of the AI conversations happening on Hatch across both text and voice, as well as the disposition outcomes. This also includes a detailed table history of each conversation that occurred.

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Messaging

The Messaging tab provides more granular information on individual texts and emails, broken out by whether these were inbound or outbound. It helps to quantify the volume of messages and calls happening on the Hatch platform.

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User Responses

The User Responses tab provides better insight into the response time and first responses of human agents. It helps you break down and understand how response time impacts your business, with time-based trends, comparison across agents, and response time by client outcome. It also provides the volume handled in terms of first response by different users of Hatch, as well as for AI agents. Here you can also see this broken out by workspace and campaign. Additional details
  • First Response Time is how fast it takes a user to respond to a contact after that contact responds to a campaign.

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Call Center

The Call Center tab provides a focused view on how Voice AI agents are performing, their booking rates, and the volume they are handling. Additional details
  • Reporting on call outcomes, for AI Agents, is highly dependent on chatbot dispositions. Please ensure your prompts and bots are properly configured, and that they properly end conversations and apply dispositions.
  • There is also data on human calls, but Hatch currently has less insight into those calls.

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FAQ

Users may only see reports for organizations they have permission to access. If a user has access to multiple Hatch organizations, they will have the option to apply a filter to view the data of the organization(s) of interest.
Blank reporting sections indicate a lack of results. Two scenarios are likely:

<ul>
  <li>
    <b>Filters have been applied that narrow results to no values</b>. Remove any selected filters and expand the date range criteria to test whether filters are impacting your view.
  </li>
  <li>
    <b>Hatch still needs to configure CRM field names that indicate sales and appointment values.</b> Sales and appointments are recorded based on fields and values within each customer’s CRM. If your sales and appointment pages are blank, it is possible that additional configuration is necessary. Please contact your Account Manager or the Support Team to complete the configuration of the reporting page, and be prepared to provide:
    <ul>
      <li>Field names and values to indicate the date a sale is made and the status(es) indicating a sale within your CRM</li>
      <li>Field names and values to indicate the date an appointment is set and the status(es) indicating a scheduled appointment within your CRM</li>
    </ul>
  </li>
</ul>


Total Sale and Appointment calculations reflect all sales or appointments in the organization’s CRM within the given filter parameters.

A sale or appointment is considered attributed to Hatch communication if it meets the following criteria.

<b>A Sale is considered attributed to Hatch communication if:</b>
<ul>
  <li>The contact was launched into the particular campaign</li>
  <li>The contact has one or more sales</li>
  <li>
    One of the sales on the contact was created:
    <ul>
      <li>After a message was sent from the particular campaign</li>
      <li>Before a message was sent from any other campaign</li>
      <li>Within 365 days of the message from the particular campaign</li>
    </ul>
  </li>
</ul>

<b>An Appointment is considered attributed to Hatch communication if:</b>
<ul>
  <li>The contact was launched into the particular campaign</li>
  <li>The contact has one or more appointments</li>
  <li>
    One of the appointments on the contact was created:
    <ul>
      <li>After a message was sent from the particular campaign</li>
      <li>Before a message was sent from any other campaign</li>
      <li>Within 365 days of the message from the particular campaign</li>
    </ul>
  </li>
</ul>


First response time is how fast it takes a user to respond to a contact after that contact responds to a campaign.

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For example, a contact is put into a campaign, and then that contact responds to the campaign and pops onto the board. The reply time clock starts. It will end when the <i>user</i> replies back to that contact for the first time after a campaign response. Reply time is continuous, meaning it does not pause and resume in relation to business hours. Replies exceeding 60 hours are not included in calculations to avoid outliers that may inflate the average.
If you have any questions about your reporting, click here to have your Account Manager reach out to you.