Analytics

Objective

Analytics is your organization's reporting hub. In the app it appears in the sidebar as Reports, and it turns activity across every channel — Email, WhatsApp, Web Chat, Instagram, Messenger, Telegram, and Voice — into KPIs, quality metrics, distribution charts, and downloadable reports.

Use it to answer two questions: how much happened in a period, and how well each interaction was handled.

Access

Sidebar -> Reports Routes:

• /app/{tenant}/reports (Overview tab)
• /app/{tenant}/reports/scheduled (Scheduled tab)
• /app/{tenant}/analytics redirects to /app/{tenant}/reports

The active report and comparison settings are kept in the URL (for example ?type=conversations&compare=1), so you can bookmark or share a specific view.

Roles

• owner, admin

Notes:

• agent and viewer roles do not see this module; they are redirected to the Dashboard.

Prerequisites

• Data appears as soon as your channels and agents are active; there is nothing to configure to start.
• The Email Performance report, the Email KPI cards, and the Email columns in other views only appear when your workspace has the email/inbox module enabled (gradual rollout — contact support if you need it).
• Conversation Trends (the opt-in AI panel) requires your own OpenAI API key set under Settings -> API keys.

Tabs

The module has two tabs:

Overview controls

The header of the Overview tab has these controls:

Trend badges next to a KPI show the percentage change versus the baseline. When there is no prior-period data to compare against, a neutral New chip is shown instead of a misleading percentage.

Report views

The Overview tab has a report selector with six views. Email Performance is hidden unless the inbox module is enabled.

Executive Summary

The default view. It combines headline counts with quality metrics.

• KPI cards: Total Emails (inbox only), Total Interactions (conversations + completed voice calls + emails sent), Voice Calls, and New Contacts.
• A Needs attention now banner appears when conversations are currently flagged for a human across any channel; it links to Conversations when the inbox is enabled. This is a live count, not a period-scoped one.
• Quality & response health cards: First response (average time to first reply), Escalation rate, AI Resolution, and Customer Sentiment (% positive).
• Charts: Email status distribution (inbox only), Conversation channels (all channels, including Instagram, Messenger, and Telegram), and a Sentiment trend.
• Resource cards: AI Agents (total / active / inactive), Knowledge Base (Documents and SQL Tables), and an Email breakdown (inbox only).
• A Trends Over Time panel charts sentiment by week; it appears when the period spans at least two weeks.

Email Performance

Shown only when the inbox module is enabled.

• KPI cards: Total Emails, Sent, Pending Review, and Response Rate.
• Email status distribution chart.
• A Recent Activity list of the latest emails with subject, sender, status, and time.

Conversation Analytics

• KPI cards: Total Interactions, WhatsApp, Web Chat, Voice Calls, and Email AI Sent (inbox only).
• Quality KPIs: First response, Escalation rate, and Average resolution time.
• A Conversation channels distribution chart covering all channels.
• A Sentiment trend chart across all channels in the period.

Voice Analytics

• KPI cards: Total Calls, Completed, Failed / Unanswered, and Average Duration.
• Call Stats: Success rate, Total talk time, and In progress.
• A Call Breakdown showing Completed, Failed, and In progress as proportional bars.

Agent Performance

• KPI cards: Total Agents, Active Agents, and Inactive Agents.
• A per-agent breakdown table (top agents by total interactions in the selected period):

• A Knowledge Resources card with Documents and SQL Tables counts.

Contact Insights

• KPI cards: Total Contacts, New Contacts, and Growth Rate.
• Distribution charts: contacts By Status and By Source.
• A Top engaged contacts table (Contact, Status, Activities) for the selected period.

Smart Insights

Every report view ends with a Smart Insights panel. These are deterministic, rule-based observations generated from your own metrics — no AI provider key is needed and there is no cost. Each insight has a priority (High / Medium / Low) and a suggested next step. When nothing needs flagging, the panel confirms it ran with an "all clear" message.

Conversation Trends (opt-in)

On the Executive Summary view, Conversation Trends uses AI to read a sample of your real customer messages and surface emerging topics, friction points, and FAQ candidates — the analysis that metric rules cannot do.

• It is off by default. Enabling it shows a confirmation dialog first.
• It uses your own OpenAI API key (set under Settings -> API keys); the cost lands on your OpenAI bill.
• Personal identifiers (emails, phones, cards, URLs, long IDs) are redacted before any text is sent.
• Each run shows the sample size, how many identifiers were redacted, the provider and model, token count, and estimated cost — plus a running monthly total.
• Refresh is explicit — it does not re-run automatically when you change the date range.

Export to CSV

The Export Reports card at the bottom of the Overview tab has one download button per report view (Email is hidden when the inbox is off). Files are named \{tenant\}-\{type\}-\{date\}.csv.

Exports cover the selected date range, except Agent Performance and Contact Insights, which always cover everything. Large exports are paginated so no rows are silently dropped, and a failed export shows an error toast.

Download PDF

Download PDF opens your browser's print dialog. Choose "Save as PDF" to keep a snapshot of the current report. Interactive controls (the report selector, date picker, export buttons, and the Conversation Trends toggle) are hidden from the printed page.

Scheduled digests

The Scheduled tab (titled Daily Digests in the app) manages email digests that deliver an activity summary to an inbox on a schedule.

Each digest card shows its name, frequency (Daily / Weekly / Monthly) and send time, number of sections, source (when a specific account or phone was chosen), delivery email, and when it was last sent. You can pause or resume it with the switch (paused digests show a Paused badge), or use Edit and Delete from the menu.

Delivery behavior:

• A digest is only sent when its period had activity. Periods with zero activity are skipped — no "all quiet" email.
• The email subject includes the report date, so each delivery is a separate item in your inbox.
• The delivery address is restricted to your own login email or one of the workspace's connected email accounts.

Create a digest

Use Create New Digest (or Create First Digest when the list is empty) to open a three-step wizard:

1. Choose a digest type: Multi-Channel, Inbox (inbox only), Voice, WhatsApp, or Web Chat.
2. Source & schedule: for Inbox, pick an Email Account (a specific account or all); for Voice, pick a Phone Number (a specific phone or all). WhatsApp and Web Chat digests always cover every number/widget — there is no picker. Then set the Digest Name, the Send Digest To email, the Send Time, and the Timezone (defaults to your workspace timezone).
3. Digest Sections: choose which sections the email includes. The available sections depend on the digest type.

New digests default to a daily frequency; open Edit to change the Digest Name, delivery email, Send Time, Frequency (Daily / Weekly / Monthly), Timezone, or sections.

Sections by digest type

Good practices

• Turn on Compare with previous period to read every KPI as a change, not just a number.
• Treat the Executive Summary quality cards (First response, Escalation rate, AI Resolution, Customer Sentiment) as your Monday-morning health check.
• Act on the Needs attention now banner first — it is the live backlog waiting on a person.
• Schedule a Multi-Channel digest so the people who need the numbers get them without opening the app.

Common errors

• A digest did not arrive: check that it is not paused, and remember that periods with zero activity are skipped on purpose — no email is sent for an empty day.
• The address I want is not in "Send Digest To": the list is limited to your own login email and the workspace's connected email accounts, as an anti-exfiltration safeguard.
• Email Performance is missing: your workspace does not have the email/inbox module enabled yet.
• Conversation Trends shows an error: verify your OpenAI API key under Settings -> API keys; the panel uses your key, not a platform one.
• Recent-activity row samples were removed from Reports on purpose; for "what just happened" use the Dashboard, and for individual conversations use Conversations.
• Report data is cached briefly per workspace, so a just-completed interaction can take up to about a minute to appear. Requests are rate limited (exports more strictly than on-screen reports); if you refresh very rapidly you may be asked to slow down.

Related

• Conversations
• Contacts
• Voice Agents
• Dashboard