Analytics & Reporting Feature¶
Overview¶
Analytics (/analytics) provides a reporting dashboard for performance insights. It offers metrics across inbox performance, sales pipeline, contact growth, and team performance, with a time range selector (7 / 30 / 90 days).
Features¶
1. Overview Metrics¶
Note: Each overview card shows a small "% from last period" caption. This caption is a static placeholder label — it is not a computed period-over-period comparison, and there are no live trend arrows.
Total Messages: - Message volume tracking for the selected period - Large-number metric card display
Average Response Time:
- Team response performance tracking
- Hours format display (e.g. 2.5h)
- Calculated from inbound→outbound message pairs
SLA Compliance: - Service level agreement tracking - Compliance percentage calculation - Progress bar visualization
Total Contacts: - Contact database size - Metric card display
2. Time Range Selection¶
Available Periods: - Last 7 days - Last 30 days - Last 90 days
(There is no custom date range picker.) Changing the range re-fetches and recalculates all metrics.
3. Tabbed Analytics¶
Inbox Tab¶
Response Metrics: - Average response time - Calculated across all conversations - Team-wide average - Individual agent breakdown (if applicable) - SLA compliance percentage - Target response time vs actual - Compliance rate calculation - Progress bars showing compliance level
Conversation Status: - Resolved conversations count - Successfully closed conversations - Resolution rate - Unassigned messages count - Messages awaiting assignment - Urgency indicators - Overdue conversations count - Conversations past SLA deadline - Priority indicators - Status indicators - Color-coded status badges - Visual status representation
Deals Tab¶
The Deals tab embeds the Sales Report (pipeline) view: - Sales pipeline table with deals by stage - Pipeline value and stage breakdown
There is no separate conversion-rate metric or funnel visualization on this tab.
Contacts Tab¶
Contact Growth: - Total contacts in the database - Large-number metric card
Engagement Rate: - Contact engagement percentage display
The "% change" caption shown here is a static placeholder, not a computed period-over-period value.
Performance Tab¶
Task Completion: - Completed tasks count - Tasks finished in period - Completion rate tracking - Total tasks count - All tasks in period - Task volume tracking - Completion rate percentage - Overall completion rate - Per-assignee completion rates - Progress bars - Visual completion indicators - Progress tracking
Overall Performance: - Displays an overall grade label. This is a static label, not a computed multi-metric efficiency score.
4. Visual Analytics¶
Progress Bars: - Visual progress indicators - SLA compliance visualization - Task completion visualization - Color-coded progress (green/yellow/red)
Metric Cards: - Key metric display - Large numbers for readability - Static "% from last period" caption (placeholder text, not a computed value)
Status Indicators: - Visual status display - Color-coded statuses - Green: Good performance - Yellow: Warning - Red: Critical - Icon indicators - Badge displays
5. Data Refresh¶
- Metrics are recalculated whenever the time range is changed or the page is reloaded.
- Data is not streamed in real time; there is no live cross-device synchronization on this page.
Use Cases¶
Use Case 1: Weekly Performance Review¶
Scenario: Manager wants to review team performance for the past week.
Steps: 1. Navigate to Analytics page 2. Select "Last 7 days" time range 3. Review overview metrics: - Total messages received - Average response time - SLA compliance percentage - Contact growth 4. Check Inbox tab: - Review response metrics - Check conversation status - Identify overdue conversations 5. Review Deals tab: - Check the sales pipeline table - Review pipeline value and stage breakdown 6. Review Performance tab: - Check task completion rates 7. Identify areas for improvement
Expected Outcome: Manager has comprehensive view of team performance and can identify improvement areas.
Use Case 2: Monthly Business Review¶
Scenario: Executive needs monthly business metrics for board meeting.
Steps: 1. Navigate to Analytics page 2. Select "Last 30 days" time range 3. Review all metrics across tabs 4. Prepare presentation with key insights
Expected Outcome: Executive has all necessary metrics for business review presentation.
Use Case 3: SLA Monitoring¶
Scenario: Support manager monitors SLA compliance (refreshed on each visit / range change).
Steps: 1. Navigate to Analytics page 2. Select "Last 7 days" time range 3. Focus on Inbox tab 4. Monitor SLA compliance percentage 5. Check overdue conversations count 6. Review average response time 7. Take action on overdue items 8. Track improvement over time
Expected Outcome: Support manager maintains SLA compliance and improves response times.
API Integration¶
Get Analytics Metrics¶
Endpoint: GET /rest/v1/analytics/metrics
Query Parameters:
- organization_id - Filter by organization
- start_date - Start date for period
- end_date - End date for period
- metric_type - Type of metric (messages, response_time, sla, contacts)
Response:
{
"metrics": {
"total_messages": 1250,
"average_response_time": "2.5 hours",
"sla_compliance": 95.5,
"total_contacts": 5420,
"period_comparison": {
"messages_change": 12.5,
"response_time_change": -5.2,
"sla_change": 2.1,
"contacts_change": 8.3
}
}
}
Get Inbox Analytics¶
Endpoint: GET /rest/v1/analytics/inbox
Query Parameters:
- organization_id - Filter by organization
- start_date - Start date
- end_date - End date
Response:
{
"inbox_metrics": {
"average_response_time": "2.5 hours",
"sla_compliance": 95.5,
"resolved_conversations": 450,
"unassigned_messages": 12,
"overdue_conversations": 5
}
}
Get Deals Analytics¶
Endpoint: GET /rest/v1/analytics/deals
Query Parameters:
- organization_id - Filter by organization
- start_date - Start date
- end_date - End date
Response:
{
"deals_metrics": {
"active_deals_count": 125,
"pipeline_value": 2500000,
"conversion_rate": 25.5,
"stage_distribution": {
"lead": 30,
"qualified": 25,
"proposal": 20,
"negotiation": 15,
"closed_won": 35
}
}
}
Best Practices¶
- Regular Monitoring
- Check analytics daily for key metrics
- Review weekly for trends
-
Analyze monthly for strategic insights
-
Compare Ranges Manually
- Switch between 7 / 30 / 90-day ranges to spot trends
-
Look at absolute numbers across ranges (the on-card "% change" caption is a placeholder)
-
Action-Oriented
- Use analytics to drive actions
- Set targets based on metrics
-
Track progress toward goals
-
Team Performance
- Review individual performance metrics
- Provide feedback based on data
-
Recognize top performers
-
SLA Management
- Monitor SLA compliance closely
- Address overdue conversations immediately
- Set realistic SLA targets
Troubleshooting¶
Metrics Not Updating¶
Issue: Analytics metrics not reflecting latest data
Solutions: - Refresh the page - Check date range selection - Verify data exists for selected period - Check organization filter
Incorrect Calculations¶
Issue: Metrics showing incorrect values
Solutions: - Verify date range is correct - Check organization filter - Review source data - Contact support if issue persists
Performance Issues¶
Issue: Analytics page loads slowly
Solutions: - Reduce date range - Check internet connection - Clear browser cache - Try different browser
Related Documentation¶
Last Updated: February 2025