Analytics Page

The analytics page is only for the admin and owner role users.

Active Sessions: A conversation session is still considered "active" if it has been resolved for less than 24 hours.
Number of Contacts: The total count of unique customers who have interacted with your chatbot or agents. Each customer is counted once.
Messages Sent: The total number of outbound messages your chatbot or agents have sent to customers within the past 7 days.
Messages Received: The total number of inbound messages received from customers within the past 7 days.

You can select a certain inbox and view the data on the top drop-down menu.

Agent Sent: The total number of messages sent by human agents during the selected time period.
Bot Sent: The total number of messages automatically sent by the chatbot during the selected time period.
Broadcast Sent: The total number of broadcasts sent to customers during the selected time period.
Received: The total number of inbound messages received from customers during the selected time period.

Active Sessions: A conversation session is still considered "active" if it has been resolved for less than 24 hours. You can check the number of unassigned/assigned/resolved active conversation sessions here.
New Incoming Sessions: A new session is created when a new customer texts you or when an existing customer texts you after the previous session has ended.

New Contacts: Customers who have never messaged you before.
Active Customers: Customers currently engaged in an ongoing conversation session.
Idle Customers: Customers who have messaged you in the past but whose conversation sessions have ended.

You can view the following data for a specific agent:

Active Sessions: The number of active sessions for this agent at the moment.
Times Assigned: The number of conversations assigned to this agent during the last 7 days.
Messages Sent: The number of messages this agent sent during the last 7 days.
Response Time: The average time it takes for this agent to first reply to customers during the last 7 days.

You can also click on any specific agent to view detailed charts of these metrics. And click the arrow to switch between different chart views.

You can view the following data for a specific team or all members in the team:

Active Sessions: The number of active sessions for this team/all members at the moment.
Times Assigned: The number of conversations assigned to this team/all members during the last 7 days.
Messages Sent: The number of messages this team/all members sent during the last 7 days.

You can also click on any specific team to view detailed charts of these metrics. And click the arrow to switch between different chart views.

Flows Triggered: The total number of flows that have been triggered during the selected time period.
Number of Times Triggered: The count of how many times the flows have been triggered during the selected time period.
Popular Flows: The flows that were triggered the most within the selected time period, showing which flows are most frequently used.

Credit Usage: The cost (in USD) of WhatsApp template messages sent, broken down by template category (e.g., Marketing, Utility, Authentication, Other).
Total Credits Used: The total amount of credits spent on WhatsApp template messages within the selected time period.
Balance: The remaining credits available in your account after deducting usage. This is the amount you can continue to spend on sending WhatsApp template messages.
Usage History: A day-by-day record of credit consumption, showing how many credits were used (if any) on each date. This helps you track when and how credits are being spent.

Usage Count for AI Tool - AI Writer/Doc Reply: The count of usage for AI Tool - AI Writer or AI Tool - Doc Reply feature during the selected time period.
Average Accuracy: This figure is calculated based on the editing distance between the AI's suggested reply and the agent's final sent reply. If the user utilized the translation function in Doc Reply during this process, it will be excluded from the calculation.

You can select the time from the time selection drop-down menu. Now we support

You can click the "Export" icon to export the data of the current page in your selected time period.

Last updated 18 days ago