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Analytics Usage

Analytics helps you understand what is happening in your customer support operation. It shows message, conversation, ticket, contact, and broadcast activity over time.

Use Analytics when you want to answer questions such as:

  • Are we receiving more customer messages this week?
  • Which channel is busiest?
  • How many tickets were created or resolved?
  • Are many customers waiting for support?
  • Are contacts growing over time?
  • How did our last Broadcast perform?

What Analytics tracks​

Analytics helps you track operational activity over time, including:

  • New contacts
  • Messages received/sent
  • Conversations created/updated
  • Ticket activity (created, resolved, reopened, assigned, priority changes)
  • Contact lifecycle activity
  • Broadcast campaign activity

Open Analytics​

  1. In the left sidebar, click Analytics.
  2. Choose one of the sections:
    • Overview
    • Conversation
    • Message
    • Ticket
    • Contact
    • Broadcast

If you cannot see Analytics, ask your admin to review your role access.

Use the toolbar (top of page)​

1) Date range​

You can choose:

  • Today
  • Current month
  • Select month (shows month picker)
  • Yesterday
  • Last 7 days
  • Last 14 days
  • Last 30 days

2) Reset​

  • Click Reset to return filters to default:
    • In Overview: reset to Today
    • In other tabs: reset to Current month

3) Export (Excel)​

  • In tabs Conversation / Message / Ticket / Contact, click Export.
  • The system downloads an Excel file automatically.
  • Export is not shown in Overview.

Understand each Analytics tab​

1. Overview​

Overview shows high-level cards and trend charts:

  • New Contacts
  • New Messages (includes top channel)
  • New Conversations (includes top channel)
  • Tickets (resolved + reopened/new)

Overview analytics tab

Below the cards, you will see 4 trend charts:

  • New Contacts
  • New Messages
  • New Conversations
  • Tickets (New, Reopened, Resolved)

2. Conversation​

Use this tab to understand conversation volume and ownership.

Charts include:

  • Conversation Created
  • Conversation Status Changed
  • Conversation Assigned

Conversation analytics tab

Each chart may include filter controls:

  • Dimension (for example Channel type, Channel, New status, Assignee)
  • Value (choose one value or All)

If you select All on enum-type dimensions, you can switch chart display:

  • Grouped
  • Stacked

3. Message​

Use this tab to understand incoming and outgoing message activity.

Charts include:

  • Message Received
  • Message Sent

Message analytics tab

You can filter by dimensions such as:

  • Channel type
  • Channel

4. Ticket​

Use this tab to understand support workload and issue resolution.

Charts include:

  • Ticket Created
  • Ticket Resolved
  • Ticket Reopened
  • Ticket Assigned
  • Ticket Priority Changed

Ticket analytics tab

Common dimensions include:

  • Ticket type
  • Contact
  • Assignee
  • New priority

5. Contact​

Use this tab to understand customer growth and contact changes.

Charts include:

  • Contact Created
  • Contact Identity Linked

Contact analytics tab

Common dimension:

  • Lifecycle stage

6. Broadcast​

Use this tab after you send Broadcasts. It helps you see how mass messages performed over time (for example sends, deliveries, and related activity).

Broadcast analytics tab

For recipient-level detail of one send, open that broadcast’s Overview page inside Broadcasts (Sent / Delivered / Read / Replied / Failed).

How to read charts quickly​

  • Horizontal axis = time
  • Vertical axis = number of events
  • Hover on bars/lines to see exact values
  • Use Dimension + Value to answer specific questions (for example "How many tickets were reopened for one ticket type?")

Real-world examples​

Weekly support review​

  1. Open Overview.
  2. Choose Last 7 days.
  3. Check whether messages or tickets increased.
  4. Open Ticket to see resolved and reopened cases.
  5. Export the report for the weekly team meeting.

Channel performance check​

  1. Open Message.
  2. Choose Last 30 days.
  3. Filter by channel type.
  4. Compare Zalo, Facebook, WhatsApp, or Telegram activity.
  5. Decide where staff coverage is needed most.

Suggested workflow​

  1. Start with Overview to detect unusual changes.
  2. Move to a detail tab (Conversation, Message, Ticket, Contact).
  3. Keep date range small first (Today / Last 7 days) to spot patterns faster.
  4. Use dimension filters to isolate one channel/team/status.
  5. Export Excel when you need to share with managers or weekly reports.

How Analytics connects to other features​

  • Inbox creates conversation and message activity.
  • Tickets create ticket activity.
  • Contacts create contact activity.
  • Broadcasts create broadcast activity.
  • AI Assistant can reduce manual workload, and Analytics helps you monitor the operational impact.

Quick troubleshooting​

Cannot see Analytics menu​

  • Ask your admin for Analytics access.

Export button not visible​

  • Export only appears in Conversation / Message / Ticket / Contact tabs.
  • Export is hidden in Overview by design.

Export clicked but no file downloaded​

  • Check browser download permissions/pop-up restrictions.
  • Try again after narrowing the date range.

Charts look empty​

  • Change date range to a period with known activity.
  • Remove filters by setting Value = All.