Conversation Analytics

Conversation analytics helps support, sales, and operations teams understand how quickly conversations are handled and where workload is building up.

Where to Find This

• Open Analytics.
• Use the messages or conversation analytics view depending on the workspace navigation.
• Apply account and date filters before comparing performance.

Core Metrics

• Total conversations: number of conversations created in the selected period.
• Average first response time: how long the team takes to reply first after a customer message.
• Resolution time: how long conversations take to reach a resolved state when resolution tracking is available.
• SIA handled share: the share of conversations handled by automation or AI assistance.
• Human handled share: the share of conversations that required team member handling.
• Agent breakdown: workload and handling performance by team member when assigned conversation data is available.

How to Use the Filters

• Date range: compare weekly, monthly, or campaign-period performance.
• Account: isolate a single WhatsApp, Instagram, or Facebook account when one channel is underperforming.
• Platform: separate messaging behavior by source when your workspace has multiple connected platforms.
• Agent or assignment: identify overloaded operators and rebalance work.

Common Reviews

1. After a broadcast, check whether conversation volume increased and whether first response time stayed acceptable.
2. After enabling Auto-Replies with SIA, compare SIA handled share and human workload.
3. After changing assignments, compare agent handling and resolution trends.
4. Before staffing decisions, review peaks by day and account instead of relying on total volume alone.

Related Docs

• Analytics Overview
• Viewing & Filtering Messages
• Auto-Replies with SIA
• Quality, Compliance & Attribution