Understanding Metrics

The Reports Summary page provides several charts and metrics to help you understand your communication performance.

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 by status:

• Open — Active, awaiting response
• Closed — Resolved
• Pending — Awaiting action

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

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