Analytics
Know where the time goes, and who is carrying it.
How fast you answer, who answered what, what is still unanswered, and which conversations never stop — read off your real traffic rather than a guess.
Everyone has a feeling about how fast the team replies.
Nobody has a number. "We're pretty quick" survives right up until the customer who waited two days says otherwise — and by then the only evidence is a scroll-back nobody has time to do.
First-response time
How long a customer waits for the first human answer, averaged across the week and worked out from the actual messages — every inbound that opened a wait, matched to the reply that ended it.
Who answered what
Volume per agent, conversations they started, tickets they opened and closed, and how long their tickets took to resolve.
What is still waiting
Unanswered chats and anything past its response target, as a number you can act on rather than a feeling you argue about.
Busiest conversations
The groups that never stop: message counts, media, how much is stored, how many people are in them, and when they last moved.
Private chats are never counted
A conversation marked private is not workspace activity, so it is left out of every figure. A suspiciously specific message count is its own kind of leak, and this is the one report where that would be easy to miss.
When you would use it
- A weekly review that opens with a number instead of an opinion.
- Finding out that one agent is carrying twice what anyone thought.
- Answering "how quickly do you respond?" in a tender document.
- Spotting the group chat that is quietly eating an afternoon a week.
See it running
Six seconds, showing this one thing.
Questions people ask
Where do the numbers come from?
Your live inbox. There is nothing to install, connect or tag — it is worked out from the messages already there.
Is it real-time?
Yes. Every figure is calculated when you open the page, from current data. There is no nightly export and nothing to refresh.
Can I see per-agent performance?
Yes — volume and resolution time by person. It needs the analytics permission, which owners and admins have and front-line agents do not, so the team is not quietly ranking itself.
Do private or personal chats show up?
No. Private chats, chats you chose never to sync, and groups still waiting to be confirmed as personal are all excluded from every count.
Is it on my plan?
Analytics is included on Starter and Pro.