Analytics

Objective

Analytics is your organization's reporting hub. In the app it appears in the sidebar as Reports, and it turns activity across every channel — Email, WhatsApp, Web Chat, Instagram, Messenger, Telegram, and Voice — into KPIs, quality metrics, distribution charts, and downloadable reports.

Use it to answer two questions: how much happened in a period, and how well each interaction was handled.

Access

Sidebar -> Reports Routes:

• /app/{tenant}/reports (Overview tab)
• /app/{tenant}/reports/scheduled (Scheduled tab)
• /app/{tenant}/analytics redirects to /app/{tenant}/reports

The active report and comparison settings are kept in the URL (for example ?type=conversations&compare=1), so you can bookmark or share a specific view.

Roles

• owner, admin

Notes:

• agent and viewer roles do not see this module; they are redirected to the Dashboard.

Prerequisites

• Data appears as soon as your channels and agents are active; there is nothing to configure to start.
• The Email Performance report, the Email KPI cards, and the Email columns in other views only appear when your workspace has the email/inbox module enabled (gradual rollout — contact support if you need it).
• Conversation Trends (the opt-in AI panel) requires your own OpenAI API key set under Settings -> API keys.

Tabs

The module has two tabs:

Overview controls

The header of the Overview tab has these controls:

Trend badges next to a KPI show the percentage change versus the baseline. When there is no prior-period data to compare against, a neutral New chip is shown instead of a misleading percentage.

Report views

The Overview tab has a report selector with six views. Email Performance is hidden unless the inbox module is enabled.

Executive Summary

The default view. It combines headline counts with quality metrics.

• KPI cards: Total Emails (inbox only), Total Interactions (conversations + completed voice calls + emails sent), Voice Calls, and New Contacts.
• A Needs attention now banner appears when conversations are currently flagged for a human across any channel; it links to Conversations when the inbox is enabled.
• Quality & response health cards: First response (average time to first reply), Escalation rate, AI Resolution, and Customer Sentiment (% positive).
• Charts: Email status distribution (inbox only), Conversation channels, and a Sentiment trend.
• Resource cards: AI Agents (total / active / inactive), Knowledge Base (Documents and SQL Tables), and an Email breakdown (inbox only).
• A weekly Trends Over Time chart appears when the period spans at least two weeks.

Email Performance

Shown only when the inbox module is enabled.

• KPI cards: Total Emails, Sent, Pending Review, and Response Rate.
• Email status distribution chart.
• A Recent Activity list of the latest emails with subject, sender, status, and time.

Conversation Analytics

• KPI cards: Total Interactions, WhatsApp, Web Chat, Voice Calls, and Email AI Sent (inbox only).
• Quality KPIs: First response, Escalation rate, and Average resolution time.
• A Conversation channels distribution chart.
• A Sentiment trend chart across all channels in the period.

Voice Analytics

• KPI cards: Total Calls, Completed, Failed / Unanswered, and Average Duration.
• Call Stats: Success rate, Total talk time, and In progress.
• A Call Breakdown showing Completed, Failed, and In progress as proportional bars.

Agent Performance

• KPI cards: Total Agents, Active Agents, and Inactive Agents.
• A per-agent breakdown table:

• A Knowledge Resources card with Documents and SQL Tables counts.

Contact Insights

• KPI cards: Total Contacts, New Contacts, and Growth Rate.
• Distribution charts: contacts By Status and By Source.
• A Top engaged contacts table (Contact, Status, Activities) for the selected period.

Smart Insights

Every report view ends with a Smart Insights panel. These are deterministic, rule-based observations generated from your own metrics — no AI provider key is needed and there is no cost. Each insight has a priority (High / Medium / Low) and a suggested next step. When nothing needs flagging, the panel confirms it ran with an "all clear" message.

Conversation Trends (opt-in)

On the Executive Summary view, Conversation Trends uses AI to read a sample of your real customer messages and surface emerging topics, friction points, and FAQ candidates — the analysis that metric rules cannot do.

• It is off by default. Enabling it shows a confirmation dialog first.
• It uses your own OpenAI API key (set under Settings -> API keys); the cost lands on your OpenAI bill.
• Personal identifiers (emails, phones, cards, URLs, long IDs) are redacted before any text is sent.
• Each run shows the sample size, how many identifiers were redacted, the model, token count, and estimated cost.
• Refresh is explicit — it does not re-run automatically when you change the date range.

Export to CSV

The Export Reports card at the bottom of the Overview tab has one download button per report view (Email is hidden when the inbox is off). Files are named \{tenant\}-\{type\}-\{date\}.csv.

Exports cover the selected date range (the Contact Insights export covers all contacts). Large exports are paginated so no rows are silently dropped.

Download PDF

Download PDF opens your browser's print dialog. Choose "Save as PDF" to keep a snapshot of the current report. Interactive controls (the report selector, date picker, export buttons, and the Conversation Trends toggle) are hidden from the printed page.

Scheduled reports

The Scheduled tab manages email subscriptions that deliver a report to an inbox on a schedule.

Each subscription card shows its name, schedule (send time and frequency), number of sections, source, delivery email, and when it was last sent. You can pause or resume it with the switch, or Edit and Delete from the menu.

Create a subscription

Use Create Report to open a three-step wizard:

1. Choose a digest type: Multi-Channel, Inbox (inbox only), Voice, WhatsApp, or Web Chat.
2. Account & schedule: pick the source (an email account or voice phone, or "All"; WhatsApp and Web Chat digests always cover every number/widget), then set the digest Name, the "Send digest to" email, the Send time, and the Timezone.
3. Sections: choose which sections the email includes. The available sections depend on the digest type.

New subscriptions default to a daily frequency; open Edit to change the Name, delivery email, Send time, Frequency (Daily / Weekly / Monthly), Timezone, or sections.

Sections by digest type

Good practices

• Turn on Compare with previous period to read every KPI as a change, not just a number.
• Treat the Executive Summary quality cards (First response, Escalation rate, AI Resolution, Customer Sentiment) as your Monday-morning health check.
• Act on the Needs attention now banner first — it is the live backlog waiting on a person.
• Schedule a Multi-Channel digest so the people who need the numbers get them without opening the app.

Common notes

• Recent-activity row samples were removed from Reports on purpose; for "what just happened", use the Dashboard, and for individual conversations use Conversations.
• Report data is cached briefly per workspace, so a just-completed interaction can take up to about a minute to appear.
• Requests are rate limited; if you refresh very rapidly you may be asked to slow down.

Related

• Conversations
• Contacts
• Voice Agents
• Dashboard