Analytics
The Analytics module helps you measure your business performance and make data-driven decisions.
Overview
With the Analytics module, you can:
- Monitor performance metrics
- Generate detailed reports
- Analyze trends
- Measure team performance
Dashboard
Key metrics on the main dashboard:
Conversation Metrics
| Metric | Description |
|---|---|
| Total Conversations | Total for the selected period |
| New Conversations | Newly started conversations |
| Closed Conversations | Completed conversations |
| Average Duration | From conversation start to end |
Message Metrics
| Metric | Description |
|---|---|
| Incoming Messages | From customers |
| Outgoing Messages | Sent messages |
| Average Response Time | Time to first reply |
| AI Response Rate | Answered by AI |
Sales Metrics
| Metric | Description |
|---|---|
| Total Deals | Active deals |
| Win Rate | Won / Total |
| Average Value | Average per deal |
| Expected Revenue | Weighted pipeline |
Reports
Pre-built Reports
- Daily Summary: Daily performance
- Weekly Report: Weekly trends
- Monthly Report: Monthly comparison
- Team Performance: Per-person metrics
- Channel Analysis: Per-channel performance
Custom Reports
Create your own reports:
- Go to Reports > New Report
- Select metrics
- Set filters
- Choose date range
- Customize the view
- Save
Filters
Filter reports by:
- Date Range: Today, this week, this month, custom
- Channel: WhatsApp, Instagram, Telegram, Widget
- Team Member: Specific people
- Tag: Specific tags
- Status: Open, pending, closed
Chart Types
Line Chart
Time-based trends:
- Daily conversation count
- Weekly message volume
- Monthly sales amount
Bar Chart
Categorical comparison:
- Per-channel distribution
- Team performance
- Tag distribution
Pie Chart
Ratio display:
- Status distribution
- Channel share
- AI vs Manual
Numeric Cards
Individual metrics:
- Total conversations
- Average duration
- Satisfaction score
Key Performance Indicators (KPI)
Core KPIs
| KPI | Description | Target |
|---|---|---|
| First Response Time | Time until first reply | < 5 min |
| Resolution Time | Time until closure | < 4 hours |
| Satisfaction | Customer score | > 4.5/5 |
| AI Resolution Rate | Resolved by AI | > 70% |
KPI Tracking
- Set your targets
- Add them to the dashboard
- Monitor regularly
- Perform trend analysis
Team Performance
Per-Person Metrics
- Conversations answered
- Average response time
- Satisfaction score
- Conversations closed
Comparison
Compare team members:
- Fastest responder
- Most conversations closed
- Highest satisfaction
Export
Export reports:
- PDF: For presentations
- Excel: For analysis
- CSV: For integrations
Scheduled Reports
Automatic report delivery:
- Select the report
- Click the Schedule button
- Choose frequency (daily, weekly, monthly)
- Set recipients
- Activate
Real-time Dashboard
Monitor live metrics:
- Active conversation count
- Pending messages
- Online team members
- Real-time message flow
Cohort Analysis
Analyze your customer groups:
- By registration date
- By first purchase date
- By channel
- By source
Funnel Analysis
Examine your conversion funnel:
Visitor -> Lead -> Deal -> Customer
1000 -> 200 -> 50 -> 25
(20%) (25%) (50%)Integrations
Google Analytics
Send web widget activities to Google Analytics.
Data Warehouse
Export your data to a data warehouse:
- BigQuery
- Snowflake
- Redshift
Privacy
Keep the following in mind with analytics data:
- Anonymize personal data
- Ensure GDPR/KVKK compliance
- Define data retention periods
- Restrict access permissions
Best Practices
- Set goals: Define targets before measuring
- Review regularly: Hold weekly report meetings
- Take action: Turn data into action
- Compare: Against previous periods
- Share: Be transparent with your team