Analytics

Analytics answers one question: how much customer demand arrived, where it came from, and how well your agents met it. It is a read-only view of activity in the active workspace, available to every role.

It is deliberately about demand and workload, not money. For what you have consumed against your plan, see Limits and plans and Credits and billing.

The two controls #

Everything on the page is driven by two controls in the header.

• Range — 24h, 7 days, 30 days, or 90 days. The default is 7 days. The range is a rolling window ending now, not a calendar period: "30 days" means the last 30 days, not this month.
• Agent — All agents, or one agent. The dropdown appears only when the workspace has more than one agent. Selecting one narrows every card on the page to conversations and calls handled by that agent.

Neither control is stored in the URL, so an analytics view cannot be bookmarked or shared as a link. Take a screenshot or export the numbers you need.

The four headline figures #

How "unique visitors" is worked out #

On web and WhatsApp, a visitor is the identity attached to the conversation — the widget visitor or the customer's phone number. On voice, it is the calling number, taken from the call records rather than from the conversation.

That distinction matters. On the phone, a conversation is a call, so a voice conversation carries the call id and not a person. Counting it would make three phone numbers that called nine times look like nine callers. The figure therefore counts callers, and someone who reaches you on both WhatsApp and the phone counts once per channel identity, not once as a person — contact identity is where those are joined, not here.

Conversation insights #

Three cards sit under the headline figures.

• Conversations per visitor — how often the same person comes back inside the range. Consistently above 1 usually means either loyal customers or unresolved first attempts; the Tickets queue tells you which.
• Messages per visitor — total messages divided by unique visitors.
• Leading agent — the agent with the most conversations, and how many it handled. The top channel shown next to it is the workspace's busiest channel in the range, not necessarily that agent's.

All three show — when there is no traffic to divide by, rather than a misleading zero.

Conversation volume #

A stacked area chart of conversations over time, one band per channel.

• On the 24h range the buckets are hourly (Hourly activity); on every other range they are daily (Daily activity).
• Buckets are UTC, so a "day" on this chart runs midnight to midnight UTC — 5:30 a.m. to 5:30 a.m. IST. An evening spike in India lands where you expect it; a late-night one may appear on the next bucket.
• The series is zero-filled, so a quiet day is drawn as a gap at zero rather than skipped. A flat line means no traffic, not missing data.
• Only channels with traffic in the range are drawn.

On the 24h range the axis labels are UTC hours too, written as 7am, 1pm and so on, without a time zone. Add your offset to read them — for India, add five and a half hours.

Beside the chart, three summary cards read the same data:

• Peak period — the busiest bucket in the range, and how many conversations it held. It reads as a date such as 2026-10-12, or a date and an hour such as 2026-10-13 · 06:00 on the 24h range; the hour is UTC, like the chart.
• Top channel — the channel with the most conversations, written as the channel's internal name (Whatsapp, Web, Voice).
• Preview traffic — see below.

Preview chats are excluded #

Conversations from the console's agent Test tab are testing, not customer demand. They are excluded from every figure on this page — conversations, messages, visitors, the chart, and both breakdowns.

They are not hidden, though: the count is reported in the Preview traffic card and in the chart's subtitle. If you have spent an afternoon testing an agent and the page still says there was no customer traffic, that card is the explanation.

Voice performance #

Four figures over the calls in the range: Calls, Talk time, Completion, and Median response. Badges on the card split the calls into in and out.

• Completion is the share of calls that ended normally — the caller hung up, the agent hung up, or the call completed — rather than failing to connect or dropping. The Calls page groups call endings its own way, so don't expect its counts to reproduce this percentage exactly.
• The in badge counts every call that wasn't placed outbound by an agent, so calls a team member placed from a ticket are counted as in.
• Median response is the median of each call's typical turn latency: how long the agent took to start answering after the caller stopped speaking. The median, not the average, so one pathological turn does not move the number.
• Talk time is the total, shown as minutes and seconds — 227:53 is 227 minutes 53 seconds. It is answered time. Ringing is not talk time, so an unanswered call adds nothing here. See Calls and call-backs.

Agent performance and channel mix #

Two breakdown cards close the page.

Agent performance lists each agent with its conversation count, its share of the total, its message count, and its average messages per conversation. An agent deleted after handling traffic still appears, as Deleted bot, so history does not silently rewrite itself.

Channel mix lists each channel with conversations and share. Shares are of conversations, not messages — a voice channel with few but long calls looks small here and large on the Calls page. Both are true; they measure different things.

Per-deployment usage lives with the agent #

Analytics answers the workspace-level question. When you need to know which touchpoint the traffic reached — this WhatsApp number versus that one, the website widget versus the pricing-page widget — open the agent and use Usage by touchpoint on its Deployments tab. See Deployments.

Before you trust a number #

What Analytics does not do #

Being explicit, because these are the things people look for here first:

• No export. There is no CSV or scheduled report. If you need the data in your own system, pull it over the API — Conversations for threads and messages, Calls for call records — and aggregate it yourself.
• No period-over-period comparison. The page shows the selected range only; there are no "vs. previous period" deltas.
• No revenue, cost, or credit figures. Those live in Billing. See Credits and billing.
• No ticket or campaign reporting. Ticket workload is on the Tickets tracker; campaign delivery is on the campaign report.

Live updates #

The page refreshes as new conversations and calls arrive while it is open, so a range you leave on screen stays current without a reload.

Related #