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Volume Dashboard

Learn how many conversations your team has handled, the number of inbound and outbound messages, and average handle times per contact.

The Volume dashboard is available through Analytics – Reports – Volume.

Date selection and filter settings

Use the date selection, view, and filters to focus on the data that’s most relevant to you.

Date range and channel selection

  • Timezone: Select the desired timezone on which to base the date and time of the generated chart.
  • Date Range: Select the date from and until which you would like to show the data
  • Channels: Select the channels for which you would like the tool to show data
 

View

  • Interval: Select the interval on which you would like to have data shown (Hourly, Daily, Weekly, Monthly).
  • Within business hours: When you select this option, we will show what happened during business hours.
 

Filters

  • Tags: Filter on specific tags that have been applied to messages
  • Topics: Filter on specific topics that have been applied to conversations
  • Resolved by teams: Filter on specific teams that resolved conversations
  • Resolved by agents: Filter on specific agents
  • Business Hours: Select business hours on which to filter

Group By

You might be interested in looking at the data per channel. This way you can compare the WhatsApp number metrics for France with Germany for example. However, you also might want to compare the total volumes for WhatsApp with Twitter. And now you can! Simple change the grouping from “Channel” to “Medium” – and the charts will be updated.

Volume - Messages

Gain insights into how many inbound and outbound messages are flowing through the application.

Charts on this dashboard:

  • Total Messages Per Medium: The number of inbound and outbound messages which have been sent during the selected date range, grouped per medium.
  • Inbound Messages Per Medium: The number of inbound messages which have been sent during the selected date range, grouped per medium.
  • Outbound Messages Per Medium: The number of outbound messages which have been sent during the selected date range, grouped per medium.
  • Total Messages Per Hour: The number of inbound and outbound messages which have been sent during the selected date range, grouped per hour

Volume - Conversations

Gain insights into how many conversations your team has handled.

Charts on this dashboard:

  • Started Conversations per Medium: The number of conversations which have been started during the selected date range, grouped per medium.
  • Resolved Conversations per Medium: The number of conversations which have been resolved during the selected date range, grouped per medium.
  • Resolved Conversations per Language: The number of conversations which have been resolved during the selected date range, grouped per language.
  • Conversations per Number of Messages: The percentage of conversations grouped by number of messages in the conversation.

Volume - Contacts

Gain insights into how many contacts your agents are serving.

Charts on this dashboard:

  • Unique Contacts per Channel The number of unique contacts per channel.
  • Unique Contacts per Medium: Unique Contacts per Medium.
  • Average Messages per Contact: The average number of messages per contact.
  • Average Handle Time per Contact: The average handle time per contact.
  • Average Contacts Helped per Agent: The average number of contacts helped per agent.

Volume - Topics

Gain insights into how many conversations are being resolved per topic.

Charts on this dashboard:

  • Resolved Conversations per Topic: The number of conversations which have been resolved during the selected date range, grouped per topic.
  • Top Topics: Conversations that were resolved in the selected date range and that have had a topic or still have a topic applied.

Volume - Tags

Gain insights into what tags are being used in your platform. This is based on in- and outbound messages.

Charts on this dashboard:

  • Total Messages Per Tag: The number of inbound and outbound messages which have been sent during the selected date range, grouped per tag.
  • Inbound Messages per Tag: The number of inbound messages which have been sent during the selected date range, grouped per tag.
  • Outbound Messages per Tag: The number of outbound messages which have been sent during the selected date range, grouped per tag.
  • Top Tags: Messages that were created in the selected date range and that have had a tag or still have a tag applied. You can click on the name of a tag in the “Top Tags” chart, and this will allow you to browse through all messages that have been tagged.

Volume - Resolve Reasons

Gain insights into the outcome of the conversations your team is having.

Charts on this dashboard:

  • Resolve Reason: When Resolve Reasons are enabled, each resolved conversations will be marked with a specific reason. This graph will show how many conversations have been resolved with each Resolve Reason.
  • Resolve Type: The resolve type makes the distinction between conversations which have been resolved in bulk or one-by-one. Single resolves include for example: agent resolving a conversation, VA resolving a conversation, automation resolve, auto-resolve after X days… Bulk resolve will only show those conversations which have been resolved by a Bulk Resolve action of an agent.
  • Resolved With or Without Reply: This graph will show the difference between the conversations which have been replied to versus the conversations which have been resolved without a reply.

Volume - Daily Inbound Overview

Gain insights into how many messages are coming in per day/per hour of day.

Chart on this dashboard:

  • Daily Inbound Message Volume: The average number of inbound messages per day of week and hour of day.

Learn more about our other reporting dashboards

SLA Dashboard

User & Team Dashboard

Customer Satisfaction

Account Usage Dashboard 

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