Analytics- Overview

Navigate to the top navigation bar and click on the “Analytics” button from Timeline view, as highlighted in the screenshot below.

The Analytics dashboard provides a consolidated view of system performance, user engagement, and messaging activity. This page helps you monitor overall communication trends and evaluate bot and campaign effectiveness.

Analytics dashboard displaying communication trends, bot performance, and messaging analytics

Overview

In the Overview section, you can view key metrics such as Total Conversations, WhatsApp Business–Initiated conversations, WhatsApp User Initiated, New Tickets, and New Contacts, along with filtered reports and Team Performance insights.

Dashboard overview showing messaging analytics, ticket creation, and contact activity

A detailed explanation of each metric is provided below.

Users can select the preferred phone number and apply a day/date filter to view the Overview page details accordingly, as illustrated in the screenshot below.

CRM overview page displaying filter options for phone number and date range

Conversations

Shows the total number of conversations – including both incoming and outgoing messages for the selected phone number (or all numbers) within the chosen date range

Dashboard displaying total conversations including incoming and outgoing messages in CRM analytics

New Contacts

Displays how many new users were added to your contact list. A user is counted when they interact with you for the first time

New contacts metric displaying how many users were added to the CRM contact list

New Ticket

Shows the total support tickets generated during the selected period. Tickets can be created automatically or manually from conversation

New tickets metric displaying the total support tickets generated during the selected period

WhatsApp Business Initiated

Indicates conversations that your business initiated on WhatsApp. Includes campaign messages, template sends, and outbound responses.

WhatsApp User Initiated

Shows the number of conversations started directly by users on WhatsApp. Begins when a customer sends their first message to your business.

Filter by Status

In the Overview section, the Filter by Status report is displayed in graphical format, showing the distribution of conversations based on their current status (e.g., Open and Closed). This visual representation helps in quickly analyzing active and resolved conversation trends.

Conversation status analytics graph displaying open and closed conversation trends in CRM

Filter by Label

In the Overview section, the Filter by Label report is presented in graphical format, displaying the distribution of conversations based on the assigned labels. This helps in analyzing conversation categories and tracking performance by specific tags.

CRM dashboard report showing conversation categories using filter by label chart

Team Performance

Team Performance providing a detailed breakdown of each team member’s activity. It shows performance metrics such as the number of assigned conversations, handled chats, response activity, and overall contribution. This section helps in evaluating individual and team productivity efficiently.