Analytics Guide - Visuals & Growth Metrics

📈 Charts and Visual Analysis

This section details the visual tools available to help you quickly identify trends and peak activity times.

Message Volume Chart

• Incoming/Outgoing: A visual representation (line or bar chart) showing the total number of messages over the selected time range, separated by Incoming and Outgoing flow. This helps spot peak times and track daily/weekly trends.

Activity Heatmap

• Incoming/Outgoing: A visual grid showing traffic level by day of the week and hour. This allows users to pinpoint the precise busiest times for both received and sent messages, which is vital for staffing and coverage planning.

Chat Distribution & Message Breakdown

• Chat Distribution: Displays the amount/percentage of the user’s total active communications that occur in Private Chats, Groups, and Channels.
• Message Breakdown: Shows how many messages are received per type of message (e.g., text, image, video, file, etc.), indicating content consumption patterns.

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🆕 Growth, Media, and Top Chats

New Chats

• Tracking Growth: Shows the growth in active communications over time, specifically detailing new chat acquisition over the last 7 days, 30 days, and All Time.

Media Content

This section tracks non-textual and interaction-based metrics:

• Count of messages sent / received: Tracks multimedia messages.
• Count of reactions / emojis were sent / received: Measures engagement through expressive content.
• Count of messages were deleted: Tracks message retraction activity.

Top Chats Deep Dive

• Includes detailed breakdown of your most active chats, providing individual performance and metrics for high-traffic conversations, such as:
  • Messages sent
  • Reactions
  • Response Rate and AVG Response Time for that chat.

Analytics unlocks optimization in areas such as:

• Team Staffing: Use the Activity Heatmap to match team availability to peak traffic hours.
• Service Level Agreements (SLAs): Monitor Response Rate and AVG Response Time to ensure compliance with service standards.
• Workflow Prioritization: Identify low-performing groups or channels to refine your team’s focus strategy.
• Trend Analysis: Track Message Volume and New Chats growth to forecast future needs and resource allocation.