Understanding the Reputation Management Dashboard
The Insights Relationship Management dashboard gives customers visibility into reputation scores for the phone numbers (DID) and toll-free numbers you enrolled in Reputation Management - Professional. The reputation scores are received from the analytic engines and third-party apps where IntelePeer registered your numbers. The scores on the dashboard are refreshed weekly (typically on Mondays) as the four downstream platforms release updated data. The scores are normalized before they are published to apply a comparable scoring scale across all the platforms.
Note: This dashboard appears in the IntelePeer Customer Portal > Insights > Custom Analytics once you purchase the product.
Low and Medium scores are healthy and indicate that those calling party numbers are less likely to be tagged as suspicious or receive negative treatment in the terminating network. Spam and Fraud scores are unhealthy and indicate that those calling party numbers are at higher risk of receiving negative treatment.
Note: A consequence of the weekly refresh cycle is that a number may appear to have an unhealthy score on the dashboard even though IntelePeer's automated remediation process may have already mitigated and resolved the rating with the downstream platform.
A Not Rated score may appear on newly-enrolled numbers where the registration process has completed on some but not all of the downstream platforms.
The dashboard provides current and historic scores, enabling you to observe how your scores have changed over time. The dashboard does not include pre-enrollment data, and thus you are not able to see the initial elevation and scores that may have occurred as a result of registration.
Note: For more details on using Insights, check out the Insights Quick Start Guide.
The following information can help you understand the different sections of the dashboard.
At the top of the dashboard, several filtering options are provided:
Call Intent of Number
Vendor Number Procured From
Type of Traffic
Call Center Vendor
Note: For information on how to filter the data in the widgets, check out How to Filter Your Data.
You can set alerts for any of the widgets on the dashboard. For example, mouse over the Spam/Fraud Current Week widget. The Bell icon (Alerts) appears near the top of a widget. On the pop-up that appears, set the parameters, and the system sends email alerts when your thresholds are met.
For more details, check out How to Send Alerts for Single Widgets.
Using Widget Actions
Additional actions are available by mousing over the widget and clicking the vertical three dot icon. In the menu, you can:
Download the data used to calculate the totals in several formats.
Clear the cache and refresh the page so you get the most recent data.
- Spam/Fraud Current Week – The count of Spam/Fraud Ratings from the most recent report date. The count from the second most recent report date appears at the bottom of the widget.
- Low/Medium Current Week – The count of Low/Medium ratings in the current week. The count from the second most recent report date appears at the bottom of the widget.
- Improved Ratings – Once a number is introduced into the system, calls are monitored to identify them as low, medium, spam and fraud. Patterns are evaluated and a weekly score is provided on this widget.
- Numbers Registered – The count of the numbers registered during the current week. The date of the current week appears at the bottom of the widget.
- Number Ratings Over Time – Bad standing is any number that has at least one spam or fraud rating as reported from the four vendor sources. Good standing is any number that only has low/medium as reported from the four vendor sources. Results are calculated based on a maximum of the past 49 days (7 weeks) of historical data.
- Numbers by Call Intent – The distribution of numbers by percentage for the current week by the intent of the call, for example, sales and telemarketing, and customer service.
- Bad Standing By Vendor – Bad standing is any number that has at least one spam or fraud rating as reported from the four vendor sources over time. Results are calculated based on a maximum of the past 49 days (7 weeks) of historical data.
- Bad Standing By Rating – Bad standing is any number that has at least one spam or fraud rating from the four vendor sources. The bars represent counts of fraud/spam ratings. It is possible to have a number with both spam and fraud ratings, so the bar charts and the total may not be the same number. Results are calculated based on a maximum of the past 49 days (7 weeks) of historical data.
- New Numbers Added to Reputation Management Current Week – This table shows the fields of numbers added during the current week.
Note: For more information on terms used in this dashboard, check out the Insights Glossary.