Omnichannel analytics allows you to track and analyze message deliveries across multiple communication channels in one place. In this guide, you’ll learn how to filter your digital channels, read performance trends, and evaluate message delivery statistics to improve your team's customer service response.
Omnichannel analytics
1. Access and filter your omnichannel analytics
Go to your dashboard and use filters to target specific communication sources and accounts.
- Go to your Dashboard
- Click on the Statistics menu
- Select Omnichannel analytics
- Click on Edit filters
- Select your source (such as Instagram, Messenger, WhatsApp, Google review, Gmail, or Outlook)
- Select the specific Accounts you want to view
- Click on Search
2. Understand key omnichannel metrics
Track key performance indicators to understand how messages are handled across all integrated digital channels.
- Edit your filters.
- Total messages: The combined total of all messages sent and received across all integrated digital channels (such as WhatsApp, live chat, or Facebook Messenger).
- Unanswered messages: The total count of incoming customer messages that have not yet received an agent response.
2. Analyze trends and leaderboards
View your overall communication health through visual heatmaps and charts. Go to the Trend and Leaderboard section.
Review the Heatmap to identify peak messaging hours
Use the Heatmap to see when message volume spikes so you can allocate more agents during high-traffic hours.
- Total messages: The combined total of all messages sent and received across all integrated digital channels (such as WhatsApp, live chat, or Facebook Messenger).
- Incoming omnichannel messages: The total number of customer messages received across all integrated digital channels.
- Outgoing omnichannel messages: The total number of agent responses and outbound messages sent across all integrated digital channels.
Review the Graph to track total volume over time
- Choose you interval by month, week, day weekday or hour
- Hover over it to view the message details.
Review the Leaderboard to track total message by user
Hover over it to view the users details.
🎉 You now know how to analyze your omnichannel metrics and can optimize your response times across all digital channels!