Reports & Analytics
Understanding Metrics
The Reports Summary page provides several charts and metrics to help you understand your communication performance.
Summary cards
At the top of the Summary page, four cards show headline figures:
- Total Conversations
- Active Chats
- Avg Response Time
- Customer Satisfaction (CSAT) — shows N/A when satisfaction data isn't available yet
Message volume
A line chart showing messages sent and received over time. Use this to:
- Identify trends in customer engagement
- Spot seasonal patterns
- Plan team capacity
Channel distribution
A breakdown of message volume by channel (WhatsApp, Instagram, Web Chat). Helps you understand which channels your customers prefer.
Conversation status
Shows the distribution of conversations across four statuses:
- Open — Active, awaiting response
- Pending — Awaiting action
- Resolved — Marked as resolved
- Closed — Closed out
Response time analytics
Tracks how quickly your team responds to customer messages:
- Average response time — Mean time to first reply
- Response time trend — Whether response times are improving or worsening
Peak hours analysis
The Peak Hours chart requires the Advanced Analytics entitlement on your plan.
A chart showing message volume by hour of day. Use this to:
- Schedule team shifts during high-traffic times
- Set up business hours auto-responders for off-peak times
- Optimize chatbot coverage
Next steps
- Reports Overview — Dashboard KPIs
- Activity Logs — Detailed audit trail
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