Advanced Analytics
Know how conversations, campaigns and agents are actually doing
Everyone can tell you the inbox is busy. Advanced Analytics tells you how busy, at which hours, on which channel, how fast your team answered and how much of it got resolved. Campaign results sit beside conversation results, so growth and support are read from the same page.
Conversations
8,942
Avg first response
2m 41s
Resolved
6,310
Monthly numbers assembled by hand
Someone exports a list, counts rows in a spreadsheet and presents a figure nobody can question or reproduce. When response times slip, that report cannot tell you whether volume rose, a channel spiked or two agents were on leave. Decisions about hiring and shift cover get made on impressions.
What you get
Conversation volume and mix
See how many conversations opened across WhatsApp, Instagram, Messenger and TikTok, broken down by day and hour so staffing can follow demand rather than guesswork.
Response and resolution times
Track first response time, average handling time and how many conversations were actually closed. Averages and outliers are both visible, because one four-hour reply is not an average.
Per-agent and per-team views
Compare load and speed across agents and teams over any period. Useful for coaching and for spotting the person quietly carrying the queue.
Campaign results in the same place
Delivery, reads, failures and replies for each broadcast sit next to the conversation data, so you can see what a campaign did to your inbox as well as to your funnel.
How it works
- 1
Choose period and channel
Set the date range and the channels you want to look at, from today to the whole quarter.
- 2
Drill into the detail
Move from the overall figure into a specific team, agent, campaign or channel to find what moved it.
- 3
Export and share
Download the report for the period and send the same numbers to whoever needs them.
Frequently asked questions
Related features
Keep reading — these work closely with this one.
Replace the monthly spreadsheet
Open the reports and see where the conversations, the delays and the results are coming from.