In this tab 
, you will retrieve the volume of received messages for a selected time period, as well as the percentage distribution by message category.
In the first card displayed, you will find the number of messages received during the selected period and a comparison with the same period in the previous year (Y-1):
A horizontal bar chart shows the distribution of messages received by category:
These categories are chosen by the end customer when responding to the solicitation questionnaire, as shown in the example below:
The categories are:
Compliments 
Problem
Suggestions 
Questions
For each category, a detailed information box is available:
- Category name
- Percentage of messages belonging to this category
- Percentage change compared to the Y-1 period
- Number of messages in the category
These boxes can be clicked to redirect the user to the Participation page, filtered by the currently selected period and the clicked message category.
Note: If Google reviews are not categorized, they will appear in the received message distribution in gray.
Uncategorized Messages:
Uncategorized messages come from a third party, such as Google reviews. These messages will be classified into the message categories once categorized.
How to categorize these messages?
Distribution and Evolution:
It is possible to sort the received messages by other criteria such as the survey, NPS type, and other available criteria.
An evolution card is available to track the change in the volume of messages received by your store or within your scope (if you have access to multiple places). This evolution can be viewed by days, weeks, months, years, or quarters.
Clicking on the displayed evolution line will show the following information:
- Comparison of the current score vs. Y-1
- The percentage of change (negative, equal, or positive)
There is also a ranking card available, displaying your average compared to other establishments in your region, sector, etc.
Frequently Used Themes
These visualizations are based on semantic analysis. The user will be able to view the most frequent themes detected in messages from end customers.
This view is only available to clients who have activated semantic analysis.
To learn more about semantic analysis, visit this article.
The "Commonly Used Themes" block displays the themes mentioned by end customers in the form of bubbles. The size of the bubble corresponds to the number of occurrences of the theme. The more frequently a theme is mentioned, the larger the bubble.
Hover over a theme to display the group associated with the theme and the number of verbatims. By clicking on a theme, the user is redirected to the "Customer Participation" page, filtered by the participations related to this theme.
The user can also view the bubbles in combination with different information:
- By message type
- By message theme
- By survey
- By NPS category
- By collection channel
- By additional information
Frequently Used Words:
These visualizations are based on word counts. The user can see the most frequently used words by the end customer in their messages.
Note: This view is available when semantic analysis is not activated for the client.
The "Frequently Used Words" block displays the words written by end customers. The size of the word corresponds to the number of occurrences. The more frequently a word is mentioned, the larger the font size.
Hover over a word to display the percentage and number of verbatims. By clicking on a word, the user is redirected to the "Customer Participation" page, filtered by that word.
The user can also view the words in combination with different information:
- By message type
- By survey
- By NPS category
- By collection channel
- By additional information.