Engagement and transactions per stream #

The Insights pages show your whole channel. When you want the figures for one match or one on-demand item, open them from that stream's or item's row instead. This page covers the engagement page for a single stream or item, the Transaction Report of its payments, and refunding a payment from that report.

Opening a stream's engagement #

There are three ways in:

• Live Streams: open the stream's row menu and choose View engagement.
• Your media: under On Demand > Media, open an item's row menu and choose View engagement.
• Insights > Engagement: split the Breakdown table by Video Title, then click a row to open that item's engagement page.

What View engagement opens on a stream depends on its state:

The top of the page shows the title, a status pill (Live, Upcoming, Complete, Not Aired, Draft or Processing), "Stream date:" and the venue. Back returns you to the list.

While a stream is live #

The live panel is headed "Live Now" and shows a "Last updated" time.

Watching Now number

How many people are watching at this moment.

Views (30m), Viewers (30m), Watch Time (30m) number

Views, viewers and watch time over the last 30 minutes.

Quality cards number

Video Startup, Error Rate, Rebuffering and Avg Bitrate. Use these to spot a playback problem while the match is on.

Totals number

Total Views, Unique Viewers, Concurrent and Watch Time.

Charts chart

"Viewers by Access", "By Country", "By Device" and "By Browser".

Before anyone is watching, the panel reads "No live data available". Studio also shows live figures under Live Stream Analytics.

After a stream, and for on-demand items #

For a finished stream or an on-demand item, the page sums up everything that was watched.

Performance Summary number

Total Views, Unique Viewers, Total Watch Time and Avg. Session.

Quality Metrics number

Peak Concurrent (the most people watching at once), Rebuffer Rate and Avg. Bitrate.

Audience Insights number

Expected Viewers, Actual Viewers, Matchpass Buyers and Plan Subscribers. This block only appears when fans bought a matchpass for the item or hold a plan that includes it.

Viewers Over Time chart

Viewers across the stream, with an "Expected" line to compare against.

Viewer Breakdown chart

"Audience by Access" and "By Country".

The page also has a viewer conversion panel. Export to CSV downloads the figures. If nobody watched, the page reads "No viewing data available".

The Transaction Report #

The Transaction Report lists every payment for one stream or on-demand item.

1. Open the report

   On Live Streams or on Your media, open the row menu and choose View transactions.

2. Read the totals

   The page shows the stream date, a "Transactions" card with the total taken and the number of payments, and a "Refunds" card with the total refunded and the number of refunds. A chart shows sales over time, with a marker for when the stream went live.

3. Check the payments

   The table has one row per payment, with the date, the fan's name and email, their country, the payment method and the amount. A row that reads "VIP ACCESS" is free access you granted, and one that reads "-- CANCELLED --" is a cancelled payment.

Refunding a payment #

You can refund a single payment straight from the Transaction Report, without opening the fan's profile.

1. Find the payment

   In the Transaction Report, find the fan's payment row.

2. Select Refund

   Select Refund on that row. This opens the same refund dialog as a fan's Billing history.

3. Fill in the refund

   Choose the Refund type (Full or Partial) and the amount, pick a Reason category, and optionally add a Reason. The "Issue free" switch (it names the item type) starts switched on, which lets the fan keep access after the refund. Switch it off to take their access away.

4. Issue it

   Select Issue refund. An info icon then appears next to the amount; hover it to see "Refunded:" with the amount refunded.

Refund is greyed out on a payment that is already fully refunded, and on a payment that never completed. For refunds and cancellations on plans, see Fan management.

Checking a stream's setup #

To see how a stream was set up without changing anything, choose View summary in its row menu. It works on any stream, including one that is live. See Streams: editing and reviewing.