Overview report
Overview
As the homepage for analytics, the Overview report provides summary-level team communication insights displayed through customizable sections, described below. The report helps you understand changing business conditions so you can make decisions. They can be used to identify trends, measure the impact of your team efforts, and more.
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Report sections
Main Metrics cards
Features
- The Main Metrics cards features up to four metrics of your choosing from the full list of metrics to create a dashboard relevant to your work.
- Click the gear icon at the top right of this section to select which metrics you want to display, listed below.
- Click on each metric to see the metric details; how it was calculated and which conversations were counted into the metric.
List of metrics
- Reply time
- First reply time (avg)
- Handle time (avg)
- Message received
- Active conversations
- Archived with reply
- Archived conversations
- Messages sent
- New conversations
Changes Over Time chart
Features
- The Changes Over Time line graph that shows the changes in several key metrics over time.
- Click the dropdown menu to choose the metric you want to display, listed below.
- Hover over points in the line graph to see specific metrics for each time increment.
- Click on a point on the graph to see the metric details; how it was calculated and which conversations were counted into the metric.
- Click Compare to previous period to quickly compare the data to the previous period of the same length.
- Depending on the date range selected, this chart will display by hour, week, day, or month.
List of metrics
Replies chart
Features
- The Replies doughnut chart and the key below help you understand what proportion of conversations were replied to for each reply time increment you've defined.
- The average reply time displays in the center of the chart.
- Click the dropdown to choose whether to display Reply times or First reply times.
- To configure your reply time buckets, click Edit intervals to open the Configure intervals menu. Enter your time increments, and click Apply.
- Click on any bar in the chart to see the metric details, allowing you to view which conversations were counted into the metric.
List of metrics
Team list
Features
- The Team list will display a list of teammates and the key increases and decreases per specific metric.
- Open the dropdown list to toggle to the different metrics, listed below.
List of metrics
- Reply time (avg)
- First reply time (avg)
- Handle time (avg)
- Messages sent
- Archived conversations
- Archived with reply
Top Tags list
Features
- The Top tags list displays a list of the most popular tags used, the number of Active conversations associated with the tag during the time period, and the percentage change compared to the previous period.
- Click on the tag to see the metric details; how it was calculated and which conversations were counted into the metric.
List of metrics
Instructions
Set up a new report view by following this guide.
Pricing
Analytics are available on the Growth plan or above. Some legacy plans with different names may also allow access to this feature.