# 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.

{% hint style="info" %}
Analytics is accessible to organizations subscribed to the **Productive or Business** plans. [See pricing page](https://missiveapp.com/pricing).
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2FhgB6OdK4XAYL6gmbHle5%2FMissiveUI-Analytics.png?alt=media&#x26;token=ceb6250d-0e7c-4713-964b-92168bdbbc54" alt=""><figcaption></figcaption></figure></div>

To open Analytics, click your avatar in the bottom-left corner 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.

<div data-with-frame="true"><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2FIY0OblmYXtxjS20BWipR%2Fanalytics%20date%20range%2076c4be83677ef8500e1fbe7504357b28469db843ee3513e99a4feab980b78085.png?alt=media&#x26;token=94a13e46-1916-4960-af0c-2cd396f97da7" alt="" width="375"></div>

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.

<div data-with-frame="true"><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2FWQYrlUoseXBVK366vfgc%2Fprevious%20period%20c9947aeeccf84db95dfca083ca65e139535445908ee96be369922b527cb8e701.png?alt=media&#x26;token=813c72a0-e9b7-471c-a899-7f26479960c0" alt="In doubt, previous period range is displayed on the Overview page." width="314"></div>

### 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.

{% hint style="warning" %}
**Filtering** is limited to organizations on the [Business plan](https://missiveapp.com/pricing).
{% endhint %}

<div data-with-frame="true"><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2FRMeg7umDnsflTjgXM4Sd%2Ffitler%20users%20analytics%204023967fa1d53b33c5d11840d6e5da93cadea14130ffa7f88cc572716a5c5dac.png?alt=media&#x26;token=effdb5e4-cc94-44c5-8860-0d94938890dd" alt="" width="356"></div>

### Terminology

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

<table><thead><tr><th width="200.06640625">Metric</th><th>Description</th></tr></thead><tbody><tr><td><strong>First reply time</strong></td><td>Average time before the first reply in a conversation is sent. Counts only business hours.</td></tr><tr><td><strong>Reply time</strong></td><td>Average time before any reply is sent. Counts only business hours.</td></tr><tr><td><strong>Handle time</strong></td><td>Average time spent composing a reply. Not affected by business hours.</td></tr><tr><td><strong>Messages received</strong></td><td>Total number of messages received.</td></tr><tr><td><strong>Messages sent</strong></td><td>Total number of external messages sent (emails, SMS, WhatsApp, etc.). Internal chat comments do not count.</td></tr><tr><td><strong>New conversations</strong></td><td>Number of new conversations created by incoming messages.</td></tr><tr><td><strong>Replied conversations</strong></td><td>Number of conversations where at least one external reply was sent (email, SMS, WhatsApp, etc.). Internal chat comments do not count as replies.</td></tr><tr><td><strong>Replies sent</strong></td><td>Total number of external replies sent (emails, SMS, WhatsApp, etc.). Internal chat comments do not count.</td></tr><tr><td>Labels report only:</td><td></td></tr><tr><td><strong>Applied</strong></td><td>Number of times the label was applied on a conversation.</td></tr><tr><td><strong>Removed</strong></td><td>Number of times the label was removed from a conversation.</td></tr><tr><td><strong>Duration</strong></td><td>Average time elapsed from when the label is applied to a conversation until it is removed.</td></tr></tbody></table>

{% hint style="info" %}
**What counts as a message or reply?** Analytics tracks external messages like emails, SMS, WhatsApp, and other channel messages. Internal chat comments between teammates do not count toward message or reply metrics. Learn more about [external messages vs internal chat](https://missiveapp.com/docs/get-started/missive-interface#content).
{% endhint %}

## API access

All analytics data is available through the API. Analytics API access requires a **Productive or Business** plan.

Filtering capabilities (teams, users, labels, accounts) require a **Business** plan, both in the UI and via the API. [View the documentation](https://app.gitbook.com/o/iEpew5JzbIalwHh2o2RX/s/egxqkD7AXM4n11rNf5qI/)


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