Analytics

Analytics shows you how your team communicates: response times, conversation volume, workload distribution, and trends over time. Use it to spot bottlenecks, balance assignments, and track improvements.

Analytics is accessible to organizations subscribed to the Productive or Business plans. See pricing page.

To open Analytics, click your avatar at the top of the sidebar, then select Analytics.

When you first open the analytics window, you will be focused on the Overview report, which is one of the five reports available.

Date range

The top bar of the Analytics window offers the ability to change the date range of the reports and to change the filtering of the data points included in the reports. You can quickly compare periods and confirm if your organization is getting better or worse over the short or the long run.

The previous period refers to the same duration as the current range, but immediately before it

For example, if the current range is the last 7 days, the previous period is the 7 days before them. If the current range is the last 4 weeks, the previous period is the 4 weeks prior to them, and so on.

In doubt, previous period range is displayed on the Overview page.

Filtering

Each report can be filtered by user(s), team inbox(es), Labels, Without labels, Accounts and Account types. These filtering options are available at the top-right of the Analytics window.

Filtering is limited to organizations on the Business plan.

Terminology

Find in this section a list of the data points found in the reports and their definition.

Metric	Description
First reply time	Average time before the first reply in a conversation is sent. Counts only business hours.
Reply time	Average time before any reply is sent. Counts only business hours.
Handle time	Average time spent composing a reply. Not affected by business hours.
Messages received	Total number of messages received.
Messages sent	Total number of messages sent. Comments in the chat do not count.
New conversations	Number of new conversations created by incoming messages.
Replied conversations	Number of conversations where at least one reply was sent.
Replies sent	Total number of replies sent.
Labels report only:
Applied	Number of times the label was applied on a conversation.
Removed	Number of times the label was removed from a conversation.
Duration	Average time elapsed from when the label is applied to a conversation until it is removed.

API access

All analytics data is available through the API. View the documentation