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Conversation Analytics
Analyze your WhatsApp conversation metrics — response times, volumes, and trends. Understand how your team handles conversations and where improvements can be made.
Overview
The Conversation Analytics dashboard provides a real-time view of your messaging activity. Track how many conversations your team handles, how quickly they respond, and how efficiently issues are resolved. Use these metrics to set benchmarks and improve service quality over time.
Dashboard Metrics
1
Total Conversations
The total number of conversations opened during the selected time period. This includes both customer-initiated and business-initiated conversations.
2
Average Response Time
The average time it takes for your team to send the first reply after a customer message. Lower response times lead to higher customer satisfaction.
3
Resolution Time
The average time from when a conversation is opened to when it is marked as resolved. This helps you track how efficiently your team handles inquiries.
4
Messages Sent and Received
A breakdown of total messages sent by your team versus messages received from customers. Use this to understand communication volume and balance.
5
Busiest Hours
A heatmap showing the hours and days with the highest conversation volume. Use this to plan team schedules and ensure coverage during peak times.
Tip
Review busiest hours weekly to adjust staffing and ensure your team is available when customers need you most.
Filtering Data
1
Filter by date range
Use the date picker at the top of the dashboard to select a custom date range. Choose from presets like Today, Last 7 Days, Last 30 Days, or set a custom range.
2
Filter by channel
If you have multiple WhatsApp numbers connected, filter analytics by a specific channel to see metrics for that number only.
3
Filter by team member
View metrics for a specific team member to evaluate individual performance and identify coaching opportunities.
4
Filter by contact tag
Narrow down analytics to conversations with contacts that have a specific tag, such as "VIP" or "New Lead," to analyze segment-specific trends.
Info
Filters can be combined. For example, filter by a specific team member and date range to see how their performance changed over time.
Exporting Reports
1
Download as CSV
Click the "Export" button and select "CSV" to download a spreadsheet of the currently filtered data. CSV exports include all metrics visible on the dashboard.
2
Download as PDF
Select "PDF" from the export menu to generate a formatted report suitable for sharing with stakeholders. The PDF includes charts and summary statistics.
Tip
Schedule weekly PDF exports to automatically send performance reports to your management team.