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Analytics entry point

In Inbox, select Analytics near the bottom of the sidebar. The current Analytics page has Live, All, Agents, and Team Inboxes tabs.

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Live

Inbox real-time overview provides you with real-time information. With this feature, you can clearly see today’s conversation count, understand the overall scale of user interactions today, and keep track of agents’ live reception status. The statistics time zone follows your computer’s timezone settings. By default, it shows data for all WhatsApp accounts. You can use the top filter to view Inbox data for a specific WhatsApp number separately.
  • Today’s conversations: The number of conversations that entered each hour today
  • Open conversations: Includes open conversations, unassigned conversations, and conversations that have been assigned but not yet replied to
  • Agent status: Available, Away and Offline
  • Agent conversation handling: View the number of open conversations and unreplied conversations for each agent. This helps you understand agent performance and workload.
Live Inbox conversation and agent availability metrics

Monitor today’s conversation activity in the Live tab.

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All

Understand the overall Inbox conversation situation, including conversation distribution, the number of incoming and outgoing messages, the first response time of conversations, and the closing time, etc.
All Inbox analytics with date and conversation filters

Use All to review conversation and message totals.

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Agents

  • Filtering statistics: Select a time range. By default, the last 7 days are shown. Select the corresponding agent. By default, the total data for all agents is shown. You can also filter by other dimensions such as agent, team, conversation tag.
  • Downloading statistics: Click the “Download” button.
Agent analytics filters and performance metrics

Filter agent statistics by date, team, tag, or WhatsApp number.

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Conversation statistics fields

Conversation statistics units: days: d, hours: h, minutes: m

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Agent ranking statistics

Sorting rule: agents with more handled conversations are ranked first.
Agent ranking table in the YCloud test account

Compare the available metrics in Agents ranking.

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Team Inboxes

  • Filtering statistics: Select a time range. By default, the last 7 days are shown. Select the corresponding Team Inbox. By default, the total data for all Team Inboxes is shown.
  • Downloading statistics: Click the “Download” button
Team Inbox statistics and reporting filters

Review Team Inbox metrics for the selected period.

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Team Inboxes conversation statistics fields