Analytics Overview

Analytics gives a unified view of performance across channels, including mentions, messages, posts, broadcasts, templates, agents, and forms.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Analytics → Overview in the sidebar.

Settings Quick Map

• Settings Overview

Filters & Controls

• Account filter: choose a connected account or view all.
• Date range: quick presets (7/30/90 days) or a custom range.
• Tabs: Overview, Mentions, Messages, Posts, Broadcast, Templates, Agents, Forms.

Conversation Analytics

Conversation analytics helps teams understand response speed, resolution performance, and agent-level handling across the inbox.

• Use the account and date filters to compare conversation performance over time.
• Review first response time, resolution time, conversation counts, and handled conversations.
• Use agent breakdowns to compare workload and response performance by team member when available.
• Use this with Viewing & Filtering Messages, Auto-Replies with SIA, and Quality, Compliance & Attribution.

Overview Tab

• SIA summary: an executive snapshot of what changed.
• Conversations: connected accounts, total conversations, SIA handled %, and average first response time.
• Broadcast messaging: messages sent, delivered, read, batches, plus top templates.
• Publishing: posts published, active accounts, scheduled, failed, and posts by platform.
• Support: tickets created, resolved, SLA breaches, overdue open.
• By platform: per‑platform cards with key metrics, deltas, top account, and top keywords.

Mentions Tab

• Total reviews and comments with % change vs previous period.
• Average rating, response rate, and average response time.
• Comment and review sentiment splits (positive/neutral/negative) with trend arrows.
• Rating distribution (5★ → 1★).
• Topics by mention count and topic trend comparisons vs previous period.
• SIA summaries for comment and review insights when available.

Messages Tab

• Total conversations and average first response time.
• SIA handled vs human handled split with a visual bar.
• Conversation volume by day (last 14 days).
• Use conversation analytics for deeper response, resolution, and agent-level metrics.

Posts Tab

• Top posts ranked by engagement rate.
• Each post shows reach, engagement rate, likes, platform, and date.

Broadcast Tab

• Campaign count, total messages sent, average delivery rate, and average read rate.
• Per‑campaign breakdown of delivered, read, and failed.
• Email a campaign report directly from the list.

Templates Tab

This is where CTA (call-to-action) performance lives — use this tab to identify which templates drive the most clicks and engagement.

• Templates active, total sent, total CTA clicks, and average read rate.
• Leaderboard of templates ranked by read rate with search.
• CTA performance list: per-template clicks, click share %, and last click time.
• Email a CTA performance report for the selected date range.
• Click any template to open a deeper per-template insight panel.

Agents Tab

• Active agents vs total agents.
• Total runs, success rate, and average execution time.
• Status breakdown (completed, failed, running, pending, cancelled).
• Activity monitor with instance details.

Forms Tab

• Active forms, total responses, average rating, and tickets created.
• Form summary list with responses, rating, and tickets per form.

Next Steps

• Broadcasts Overview
• Viewing & Filtering Messages
• Catalogs, Products & Orders
• Creating Forms
• Creating an Agent