Our Analytics engine is designed to help you measure and understand your team’s productivity and communication habits. With this guide, you’ll learn how to use it to its full potential, turning data into actionable insights.
Whether you’re a small business looking to streamline your workflow or a growing team aiming to improve communication, our reports are here to help. Let’s get started and see what your data can do for you!
Note
To open the Analytics, click your name in the lower-left corner of the app, then select Analytics.
All analytics data is also available through our API.
When you first open the analytics window, you will be focused on the Overview report, which is one of the five reports available.
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.
Date range
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 length of time as the current range, just 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
NoteFiltering is limited to organizations on the Business plan.
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.
Terminology
Find in this section a list of the data points found in the reports and their definition.
| All reports: | |
| 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. |
Reports
The Overview report
The overview report provides a high-level view of your organization’s performance.
The report features multiple data points visualized in one or multiple charts to give a perfect snapshot. You can also compare similar data points in a bigger chart.
The Users report
The Users report is ideal for comparing the performance of your employees.
All the users of your organization will be listed in a table view having the ability to compare their: Messages sent, Replies sent, Replied conversations, First reply time, Reply time and Handle time.
You can compare each user data point to the previous period, the top row, and the average (of all users).
The Teams report
The Teams report is perfect to compare the performance and load of your teams/departments/functions.
All the teams of your organization will be listed in a table view having the ability to compare their: New conversations, Messages received, Messages sent, Replies sent, Replied conversations, First reply time, Reply time and Handle time.
You can compare each team data point to the previous period, the top row, and the average (of all teams).
The Accounts report
The Accounts report offers two views, per accounts (each account listed individually) or type of accounts (all accounts merged per type: email, WhatsApp, SMS, etc.).
All the accounts or types will be listed in a table view having the ability to compare their: New conversations, Messages received, Messages sent, Replies sent, Replied conversations, First reply time, Reply time and Handle time.
You can compare each team data point to the previous period, the top row, and the average (of all accounts).
The Labels report
All the labels of your organization will be listed in a table view, allowing you to compare various metrics such as: Applied, Removed, Duration, New conversations, Messages received, Messages sent, Replies sent, Replied conversations, First reply time, Reply time, and Handle time.
You can compare each label data point to the previous period, the top row, and the average (of all labels).
API access
All analytics data is available through the API. View the documentation
