Analytics & Reports

The Analytics & Reports tab provides a graphical overview of your account activities. Use the sub-tabs to navigate to different views as described below.

All these reports can be downloaded as PDF documents by selecting 'Download Report' in the top right corner of the screen. If any filters were applied, only the filtered data results are exported.

Channels

Overview

Get an overview of today's messaging activity and compare it to yesterday's messaging activity.

From the drop-down, select the channel(s) you wish to view (All, SMS, WhatsApp). The information on the rest of the page will update accordingly.

Information you can view for the selected channel include:

  • Total number of messages sent and received

  • Number of messages by type and status

  • Trend lines (today vs yesterday)

  • Top 3 countries in terms of number of messages sent and received

Full Analytics

Get a full view of all your channels' data over different time periods.

From the drop-down, select the channel(s) you wish to view (All, SMS, WhatsApp). In the top row, select the time-frame you want to view the activity for (last 7/10/30/90 days, this day last month, custom range). The information on the rest of the page will update accordingly.

Information you can view for the selected time-frame and channel include:

  • Total number of messages sent and received

  • Messages by channel

  • Messages by type and status

  • Messages by API type

  • Messages sent and received in the current period vs previous period

  • Messages sent and received by country (map and table view)

Report

You can create, view and download (PDF) custom reports based on your channel activity. This can be done for sent and received messages respectively.

The following filters are available:

  • Date: Custom day, custom range, month to date, last 30 days

  • Environment: All, Sandbox, Production

  • Channel: All, SMS, WhatsApp

Click 'Generate Report' to generate the results in table format. This includes the following information per message that matched the filters:

  • Timestamp

  • Channel used

  • Destination address (number sent to)

  • Message type

  • Message ID

  • Price

  • Status

Agents

Overview

Get an overview of today's activity on your Chat Desk product.

The information presented includes:

  • Total number of active users (compared to yesterday)

  • Average waiting time for customers in the queue

  • Number of chats per channel

  • Top 3 channels in terms of number of chats

Customer Satisfaction

Get an overview of the current day's NPS and/or CSAT survey results (assuming you have set up these surveys in Chat Desk).

The information presented includes:

  • Total surveys presented and answered

  • Net Promoter Score and Average CSAT Score

  • Rating per question

Bots

Overview

Get an overview of today's activity on your Chat Flow product.

The information presented includes:

  • Number of users by user types (new users vs returning users) compared to yesterday

  • Total number of interactions compared to yesterday

  • Interactions per channel

  • Top 3 flows

  • Top 3 channels

  • Top 3 keywords

Commerce

Overview

Get an overview of today's commerce activities and compare it with yesterday's.

The information presented includes:

  • Total successful and failed payments

  • Total transactions

  • Top channels and products

  • Product and purchase types

Full Analytics

Get a full view of all transactions over different time periods.

From the drop-down, select the channel(s) you wish to view. In the top row, select the time-frame you want to view the activity for (last 7/10/30/90 days, this day last month, custom range). The information on the rest of the page will update accordingly.

Information you can view for the selected time-frame and channel include:

  • Total successful payments

  • Total failed payments

  • Total transactions

  • Product type

  • Purchase type

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Get a long-term view of payments and product performance.

From the drop-down, select the channel(s) you wish to view. In the top row, select the time-frame you want to view the activity for (last 90/180 days, custom range). The information on the rest of the page will update accordingly.

Information you can view for the selected time-frame and channel include:

  • Total successful payments

  • Daily successful payments

    • Per vendor

    • Per Product type

  • Monthly successful payments

    • Per product type