Before you start
- An active workspace with conversations flowing (WhatsApp and/or web).
- A plan that includes the analytics views you need (advanced boards may be plan-gated).
- Agreement on which KPI matters this month (first response time is a common start).
How to
Open Analytics
From admin Analytics, start with the overview for the active brand. Pick a date range that matches how you run weekly ops (7 or 30 days is typical).
Read the KPI cards
Scan inbound volume, replies, and quality signals available on your plan. Treat spikes after campaigns as expected — dig into channel mix before changing staffing.
Review agent performance
Where enabled, compare agent workload and response trends. Use the data to balance assignments — not to punish one slow hour in isolation.
Export for weekly review
Export CSV when you need an offline review with leadership. Keep customer content out of public slides; share aggregates.
Tips
Pair analytics with inbox process
If unassigned queues stay long, analytics alone will not fix ownership. Combine KPI review with assignment rules from the inbox guide.
Segment by channel when diagnosing
WhatsApp campaign spikes look different from widget help traffic. Filter before rewriting staffing plans.
Examples
Monday ops ritual
Open 7-day analytics → note first-response trend → spot overloaded agents → adjust assignments → export snapshot for the standup.
Troubleshooting
Analytics page is empty or locked.
Confirm your plan includes the view, that the brand has conversation history in range, and that you are not filtered to a quiet channel.
Numbers disagree with what agents remember.
Align on timezone and date range, exclude test chats if needed, and compare the same brand workspace — not a sibling brand.
Frequently asked questions
Where do I find inbox analytics in Converla?
Open admin Analytics for the active brand workspace. Overview KPIs are the starting point; advanced dashboards may require a plan that includes advanced analytics.
Can I track WhatsApp and web chat together?
Yes. Unified inbox analytics reflect connected channels for the brand. Use channel context when a spike comes from one surface only.
Does analytics include AI performance?
Where AI performance views are enabled for your workspace, review them alongside human KPIs so handoff quality stays visible.