Assistance statistics

Visión general

The second analytics category is called Assistance and contains information on the handling of emergencies and communication with users. The statistics and charts of this analytics category help you to analyze past emergencies in terms of amplitude but also the resolution time, emergency locations, etcetera. With this data, we hope to give you insights into what areas within the emergency response that you have the most potential to improve.

The data is structured under the two tabs:

Emergencies
Messages

Emergencies

The Emergencies tab contains information on the number and location of emergencies that have occurred for your organization. This information lets you detect any up- or downward trends for your emergency exposure and management.

Filtering Options

The filtering menus of the Emergencies tab let you customize the display of data based on a list of parameters.

Time Scale: The time scale filtering menu lets you control the display of alert data in the “User Alert Timeline” chart. You choose to show alert data based on the following parameters: daily, weekly, monthly, quarterly, or yearly.
Minutes to Resolve: With this filtering menu, you can select a timespan for which you wish to see emergency data. The timespan is for the minutes it took from an emergency that was created until it was marked as resolved in the platform.
Start Date: Here, you can select the starting point of the time interval you are interested in displaying alert information.
End Date: Select the endpoint of the time interval you want to display alert information.

KPIs

Emergencies: This number reflects the number of times that any of the selected users have pressed the emergency button in the Safeture mobile application and thereby initiated emergency mode.
Average Resolve Time (min): Average time (in minutes) from when an emergency is initiated in the Safeture app to it being marked as resolved by an Admin user in the Safeture Web Portal.
Maximum Resolve Time (min): The longest time it has taken to resolve an emergency for the selected period.
Emergencies per 1,000 PNRs: Total number of emergencies per 1000 PNRs (Passenger name records). When hovering over the number, you can see the number of PNRs and the number of emergencies.
Call Outs to Local Emergency: This number shows how often users have called the local emergency number through the Safeture app, such as 112, 911, etcetera. Note: These callouts are excluded from all other emergency KPIs.

Charts

Emergencies Over Time

The Emergencies Over Time chart displays the total number of emergencies that have happened for the selected time scale (filtering menu). This data aims to provide you with an overview of the changes and trends in emergency occurrences.

Emergency Locations

This map view displays the geographical position of the emergencies for the selected users. When hovering over a chosen emergency, you will find information on the date and time when the emergency was resolved, as well as the total time it took from emergency initiation to it begin marked as resolved.

This graphical presentation of your organization’s emergencies intends to give insights into where, geographically, your risk prevention measures are of most need.

Messages

The Messages tab of the assistance category presents you with information on the frequency and type of communication sent through the Safeture Platform.

Filtering Options

The filtering menus of the messages tab let you customize the display of data based on a list of parameters. Except for the shared filters mentioned above on this page, you can filter the message data on the following parameters:

Sender Type: With this filter, you can separate messages sent by an Admin User using the Communication Module from those automatically sent by the system. System-triggered messages might be pre-trip information, personnel in incident region messages, etcetera.
Delivery Status: The Delivery Status Filtering Option lets you filter out messages that were either successfully delivered or not.

KPIs

App Push Messages: Number of app Push Messages sent to users. These notifications are automatically triggered by the system when the user needs to be notified of something in the app, for example, an alert about an incident happening nearby.
E-mails Sent: Number of emails sent via the platform by an Admin user, or automatically triggered emails, such as pre-trip emails with information about a country that a user is traveling to, etcetera.
SMS Sent: Number of SMS sent via the platform by an Admin user, or automatically triggered SMS. When hovering over this KPI you can also see the number of Welcome to … SMS, i.e. the SMS a user get when entering a new country.

Charts

Messages Over Time

On the left-hand side of the Messages tab, you will find this chart displaying the number of messages that were successfully and unsuccessfully delivered over time for each message type.

The graph displays data on the share of successful vs failed message deliveries for the following types of messages:

App Push Messages
E-mail Sent
SMS Sent

See definitions of these message types above under the heading “Messages – KPIs”.

Note: If you click on the text presenting the message type, for example, “App push messages”, a list icon appears. When clicking on that icon, you will see the data in a list view that you also can choose to download.

Message Types Over Time

This chart shows trends and changes in your messaging frequency for various types of messages and through different channels. The pink share of the bars represents the share of Admin-generated messages, i.e., those sent to users via the Communication Module. The green share of the bars shows data on the number of System-generated messages, i.e., messages triggered automatically by some event in the platform. This can, for example, be a welcome message when a user travels to a new country.