---
title: Conversations Analytics
slug: conversations-analytics
createdAt: 2024-11-22T06:39:09.114Z
---
The **Conversation Analytics **[Report](docId\:W77fOTsoi3FPy_lzWMCj2) allows you to assess conversation performance by applying a range of filters and grouping options. This report provides insights into [conversations ](docId\:GbjNS2WKGEbSzf5evI07N)initiated across channels, handled by specific team members, and categorized by various parameters.
# Getting Here
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This module is accessible to **Admins**, **Managers**, and **users with access** to the **Reports** module. Restricted users (users with limited views as defined by admins) cannot view this report.
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**Steps to Access**:
1. Navigate to the [Reports](docId\:W77fOTsoi3FPy_lzWMCj2) module from the left-hand menu.
2. Under the [Chats](docId\:GbjNS2WKGEbSzf5evI07N) section, select **Conversation Analytics**.
# Using the Report
The Conversation Analytics Report offers multiple filters and visualizations for tailoring your insights.
## Primary Filters
- **Period**
- Options: Today, Yesterday, This Week, Last Week, This Month, Last Month, Custom.
- **Use Case**: Analyze conversation trends during specific timeframes, such as daily updates or monthly overviews.
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- **Group By**
- Options: Channel, Category, First Assignee, Last Assignee, Source.
- **Use Case**: Compare conversations grouped by key parameters such as the communication channel or assignee to identify trends.
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## Secondary Filters
Using the secondary filters you can drill down your data into more specified categories.
- **Status**
- Options: All, Open, Closed.
- **Use Case**:
- Focus on resolved or ongoing conversations for deeper performance analysis.
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- **Channel **
- Options include WhatsApp, Facebook, Instagram, Web Chat, and Support.
- **Use Case**:
- Identify the most active communication platforms for resource allocation.
- **Category**
- Examples: Appointment Confirmation, Business Enquiry, Supplier, etc.
- **Use Case**:
- Analyze conversation categories to refine strategies for specific customer intents.
1. **Source**
- Examples: Click to Chat Ad, Contact, Template, etc.
- **Use Case**:
- Evaluate the origin of conversations to optimize campaigns and outreach.
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2. **First Assignee / Last Assignee**
- **Use Case**:
- Assess workload distribution or measure the efficiency of team members assigned to conversations.
## Visualizing Filtered Data
Filtered data is displayed in graphical and tabular formats for actionable insights.
1. **Graphs**
- **Bar Chart**: Displays daily conversation counts by channel (e.g., WhatsApp, Web Chat)
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2. **Pie Chart**: Visualizes conversation distribution by the selected grouping, such as channel or category.
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1. **Number of Conversations**
- **Unique Chats: **This metric represents the count of distinct conversations initiated by unique customers. It helps measure the breadth of customer interactions by avoiding duplicate conversations from the same customer.
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- **All Conversations: **This metric includes the total number of conversations, accounting for all messages exchanged, including multiple interactions with the same customer. It provides an overview of overall messaging volume and workload.
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2. **Detailed Table View**
The detailed table presents all conversations grouped by your selected filters. Here's an overview of the columns available in this view:
| **Column Name** | **Description** |
| ----------------------------- | -------------------------------------------------------------------------------------------- |
| **Grouped By ** | The main grouping parameter, such as Channel, Category, or Source. |
| **Contact Name ** | Name of the individual associated with the conversation. |
| **Phone ** | Contact number of the individual. |
| **Assignee ** | The team member assigned to handle the conversation. |
| **Time Opened ** | The timestamp when the conversation was initiated. |
| **Time Closed ** | The timestamp when the conversation was resolved or closed. |
| **Resolution Time ** | The total time taken to resolve the conversation. |
| **First Response Time ** | Time elapsed before the first response was sent. |
| **Incoming Messages ** | Number of messages received from the customer during the conversation. |
| **Outgoing Messages** | Number of messages sent to the customer during the conversation. |
| **Category** | Categorization of the conversation, such as Job or Appointment Confirmation. |
| **Summary** | A brief summary or notes related to the conversation. |
| **Ad Source URL** | This provides you with the URL for the source of the ad from which this chat originated from |
## Interactive Report Controls
The report comes with several interactive features to make data exploration intuitive:
- **Zoom In/Out**: Utilize the "+" and "-" buttons to zoom in on specific data points or zoom out for a broader view.
- **Navigation Buttons**: Move left or right through date ranges using the arrow buttons.
- **Refresh Button**: Reset the report view to its original state without the zoom in/out.
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## Exporting Data
You can export the report data for external use by clicking the **Export** button. Available formats include:
- **CSV**
- **Excel**
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### 1. Channel-Specific Reports
- Volume of conversations by channel.
- Open chats number per channel.
![]()
### 2. Agent & Team Performance
- Conversations assigned to specific agents.
- Average response and resolution times by agent.
![]()
### 3. Status Reports
- Open vs. Closed conversations.
- Conversations marked as "Category: Appointment Rescheduled".
![]()
### 4. Time-Based Insights
- Conversations initiated, resolved, or escalated during specific timeframes.
- Peak conversation hours or days (e.g., busiest times for customer support).
- Assignee chat trends over time.
### Filter Combination Examples for Conversation Analytics
1. **Channel Performance Insights:**
- **Filters Applied:**
- Channel: WhatsApp
- Status: Resolved
- Period: Last 30 Days
- **Report Output:** Analyzes WhatsApp conversations resolved in the past month to assess channel-specific performance.
2. **Agent Efficiency Analysis:**
- **Filters Applied:**
- First Assignee: Agent A
- Status: Closed
- Period: Last 7 Days
- **Report Output:** Evaluates the number of conversations successfully closed by Agent A in the past week.
3. **Category Insights:**
- **Filters Applied:**
- Category: Appointment Booking
- Channel: Web Chat
- Period: Last Month
- **Report Output:** Displays conversations about appointment bookings conducted via Web Chat over the last month.
4. **Team Distribution Report:**
- **Filters Applied:**
- First Assignee: Team B
- Status: Open
- Period: This Week
- **Report Output:** Summarizes open conversations assigned to Team B during the current week.
5. **Source Effectiveness:**
- **Filters Applied:**
- Source: Click-to-Chat
- Category: Appointment Confirmation
- Period: Last 90 Days
- **Report Output:** Measures the effectiveness of Click-to-Chat as a source for generating appointments over the past quarter.
6. **Unresolved Conversations:**
- **Filters Applied:**
- Status: Open
- Category: Complaint
- First Assignee: Agent C
- **Report Output:** Identifies unresolved complaints currently assigned to Agent C for immediate follow-up.
# Practical Simple Use Cases
1. **Agent/Team Performance**:
- Use **First Assignee** and **Last Assignee** groupings to monitor individual team member performance, or team performance.
2. **Channel Optimization**:
- Leverage the **Channel** filter to identify which platforms are most effective in engaging customers.
3. **Trend Analysis**:
- Review conversation data by **Period** and **Category** to detect seasonal or operational trends.
4. **Operational Efficiency**:
- Evaluate **Resolution Time** and **First Response Time** metrics to streamline customer support processes.
# Best Practices
1. **Frequent Monitoring**:
- Regularly review the report to stay updated on conversation trends and team performance.
2. **Collaborative Analysis**:
- Share insights with your team for continuous improvement.
3. **Exporting Report**:
- Save commonly used filter combinations to streamline future reporting efforts.
# FAQs
1. **What is the Conversation Analytics report?**
- It’s a detailed report that gives you insights into all customer conversations, including volume, status, channels, and agent performance to help you understand and optimize your support activity.
2. **Who can access the Conversation Analytics report?**
- Admins, Managers, and users with access to the Reports module can view this report. Restricted users cannot access it.
3. **What are the primary filters available in this report?**
- Primary filters include **Period** (e.g., Today, Last Week), **Group By** (e.g., Channel, Category), and other grouping parameters.
4. **Can I filter conversations by their status?**
- Yes, you can filter conversations by **Open**, **Closed**, or **All** statuses for focused analysis.
5. **How can I view conversations for specific channels?**
- Use the **Channel** filter to focus on specific platforms like WhatsApp, Instagram, or Web Chat.
6. **Can I export conversation data?**
- Yes, you can export the data in **CSV** or **Excel** formats for further analysis.
7. **What insights can I get from the "First Assignee" and "Last Assignee" filters?**
- These filters allow you to evaluate workload distribution and agent efficiency in resolving conversations.
8. **How are conversation trends visualized in the report?**
- Data is displayed using bar charts, pie charts, and a detailed table view for actionable insights.
9. **What does the "Number of Conversations" metric show?**
- It shows both **Unique Chats** (distinct conversations initiated by unique customers) and **All Conversations** (total conversation volume).
10. **What are the benefits of monitoring resolution time in this report?**
- Monitoring resolution time helps streamline support processes and improve SLA compliance.