Analytics Overview
Six views into how your team, your messages and your channels are performing.
Analytics turns your conversation history into numbers you can act on: how fast your team replies, how many conversations resolve, and whether your messages are actually being delivered.
The Six Tabs
Overview
Conversation volume, active chats, agents online and resolution rate.
Agent Performance
Per-agent response times, conversations handled and resolution rates.
Team Performance
The same picture, grouped by team.
Message Analytics
Delivery health — sent, delivered, read and failed.
Message Logs
Every individual message, searchable and exportable.
Team Activity
Who is online and what the team is doing right now.
Date Ranges
Every tab shares the same period selector:
- Today
- Last 7 Days
- Last 14 Days
- Last 30 Days
- Last 60 Days
Comparisons only mean something over equal periods. A "bad week" against a month-long average is a reporting artefact, not a problem.
Exporting
Most tabs support Export, producing a PDF of the current view. Tabs that do not will tell you "Export not supported for this tab".
Message Logs exports raw data rather than a report.
Who Can See Analytics
Analytics requires the Analytics feature on your team, plus the "Access reports and data insights" permission on your user.
Without both, the section does not appear in the sidebar.