Analytics help you gain deeper insights into your communication and make data-driven decisions. They show you how your conversations, messages, team, and contacts develop over time. This allows you to react faster, optimize processes, and plan your daily workflows more effectively.
Conversations & Messages
In this section, you can see how your message and conversation volume evolves over time. You can track:
how many conversations are newly created or remain active
how the total number of messages develops
which channels are used the most
How does this section help you?
You can identify peak times early and plan your team more effectively.
You can see which channels matter most to your contacts — for example, WhatsApp vs. Live Chat.
To learn more about analyzing your conversations and messages, read the article: Conversations & Messages
Team-Performance
Here you get an overview of how quickly your team responds to conversations and how response times develop over time. You can see:
the trend of the first response time (median)
the trend of the response time (median)
how active individual users are, including their response times, messages sent, and conversations handled or participated in
How does this section help you?
You can identify bottlenecks and allocate resources more efficiently.
You can see where team members may need support or where they are performing exceptionally well.
To learn more about analyzing your team performance, read the article: Team Performance
Contact Lists
This section shows you how your contact lists change over time. You can see:
how many contacts were added or removed
how the total size of a contact list develops over time
how different lists compare to each other
How does this section help you?
You can see which target audiences are growing or shrinking.
You can identify which lists engage particularly well with newsletters or campaigns.
To learn more about analyzing your contact lists, read the article: Contact Lists
Labels
Labels help you analyze conversations by topic. In this section, you can see:
how many labels were added or removed
how many conversations were assigned to a specific label
how different labels develop compared to each other
How does this section help you?
You can identify which topics occur most frequently — for example, complaints, sales inquiries, or product feedback.
You can optimize processes by understanding where most of the work originates.
To learn more about analyzing your labels, read the article: Labels