Understanding and Filtering Your Omnichannels Statistics – Ringover Help Center

Thanks to Omnichannel analytics, improve your team's performance analysis. 📈 Effectively manage performance indicators related to your message deliveries across different platforms and generate detailed reports. 📝

Step 1: Understand Your Message Statistics

To begin with, 🖥️ go to your dashboard, under the Omnichannel analytics section of the 'Statistics' menu. Here, you can visualize all your message statistics 📊:

Total messages: total number of messages sent and received over a given period (across all channels).
Average response time: average response time for all messages sent.
Unanswered messages: number of messages sent by the correspondent but not answered.

At the bottom of the page, you'll find a table to help you easily see the top message users as well as the balance between inbound and outbound messages.

Step 2: Filter Your SMS Statistics

You have the option to filter your message data to only display activity from certain omnichannels and over a specific period.

To do this, click on "edit filters", choose from your omnichannels, and then set the period for which you want to display your data:

Step 3: Understand the Heatmap

The Heatmap 🌡️ is a feature that allows you to track, at a glance, your activity and service level hour by hour throughout the week. Analyze and anticipate your resource needs to improve the quality of your service! 🚀

How to access it? Go to the Omnichannel analytics section of your dashboard. On the 'Heatmap' graph, choose the indicator you want to visualize: total messages, inbound Omni-channel messages, or outbound Omni-channel messages:

The heatmap then displays the data hour by hour 🕐 throughout the week. And the color code allows you to identify activity peaks and the performance of your service. 📅

Now you will know how to analyze your omni-channel message statistics. 🎉