Supervisor Analytics

Supervisor Analytics is analytics that supervisors can access. The data is only based on the channel handled by the supervisor and can only access performance data for agent within the channel. Dashboards in Supervisor Analytics including General, Chats, Agent Performance, Whatsapp, and Others;

Supervisor → General

Total Conversations is the total number of all rooms that contains a message from the channel handled by the supervisor (one room ID is only counted once), whether it has been assigned to an agent or not. The number is the number of rooms, not the number of sessions. If the room has more than one session, then the number of rooms created is only counted as one.
Total Unserved Conversations is the part of ongoing conversations, the number displayed is the total number of conversations initiated by the client but not yet assigned to an agent. Note that this only counts rooms that contains messages and are in the waiting process from the channel handled by the supervisor.
Total Served Conversations is the part of ongoing conversations, in which the number displayed is the total number of conversations initiated by the client and have been assigned to an agent. Note that this only counts the rooms from the channel handled by the supervisor that contains messages and which are not in the process of waiting or not yet resolved.
Total Resolved Conversations is the total number of all rooms that contain messages taken based on the channel under each supervisor and are resolved, whether assigned to the agent or not. The number displayed is the number of rooms, not the number of sessions. If the room has more than one session, then the number of rooms created will only count as one.
Monthly Active Users (MAU) shows the MAU from the current app. MAU is counted starting from the date of enrolment within a period of one month. For example, if a user registers on 10th January, then the MAU calculation is only considers those that are within the range between 10th January and 9th February. The count will reset to 0 on 10th February onwards.
Monthly Active Users (MAU) Limit shows the MAU Limit from the App ID. MAU limits are determined based on plans subscribed to by the app ID.
Average Agent First Response Time calculates the average time taken by the agent under a supervisor to respond to the newly assigned room. This does not count agents who have been deleted. By default, the value displayed is the average of the rooms formed in the last 30 days.
Total Agents shows the overall number of agents which are registered under supervisors. It does not include names of agents who have been deleted.
Enrolment Date shows the date when the Apps started subscribing to a plan.
Bot Status shows the status of the bot.
List of Agents shows the list of agents available under the supervisor. Note that this does not display agents who have been deleted. The displayed attributes include:
1. Name → The agent’s name
2. Online Status → The agent’s current availability status.
3. Last Login → Shows the time the agent last logged in.
4. Ongoing Conversations → Shows the number of conversations that the agent has not set as resolved
Last 1 Year Historical MAU shows the number of MAU calculated based on the app register date for the past 12 months. This feature is unable to display MAU History for App IDs that are not live.

Supervisor → Chats

Daily New Conversations shows the number of different new rooms created each day. If the 'session room' setting is disabled, then even though a new room goes into the inbox, it may be an old room that has been complete, and which the customer sends a new message. Rooms which are counted include rooms that have been created but which are still waiting to be assigned or do not contain any messages yet. The rooms which are counted are those where the channel lies in a room under the supervisor. The date filter used is timestamp when the room receives the first message from the customer.
Daily Resolved Conversations shows the number of different rooms that have been successfully resolved each day. If the 'session room' setting is disabled and the room has been resolved on another day, it will be counted as two separate rooms. If the room is resolved more than once a day, it will be estimated as one room only. The calculated room is a room where the channel of the room is under the supervisor. The date filter used is the timestamp when the room is resolved.
Hourly New Conversations shows the number of different new rooms created every hour. If the 'session room' setting is disabled, then even though a new room enters the inbox, it may still be a resolved older room and the customer sends a new message. The calculated room includes rooms that have been created but are still waiting to be assigned to an agent or do not contain any messages yet. The calculated room is a room where the channel of the room is under the supervisor. The date filter used is the timestamp when the room receives the first message from the customer.
Hourly Resolved Conversations shows the number of different rooms which have been successfully resolved every hour. If the 'session room' setting is disabled and the room has been resolved at different hours, it will be counted as two separate rooms. For example, the room is resolved more than once in an hour, and it will be estimated as one room only. The calculated room is a room where the channel of the room is under the supervisor. The date filter used is the timestamp when the room is resolved.
New Conversations per Channel shows the number of different new rooms for each channel where the channel of that room is under the supervisor. The date filter used is the timestamp when the room receives the first message from a customer.
Ongoing Conversations per Channel shows the number of rooms with still On Going / Unserved status for each channel under the supervisor.
Resolved Conversations per Channel shows the number of different rooms that have been resolved for each channel under the supervisor. The date filter used is the timestamp when the room is resolved.
Average Conversation Duration shows the average duration taken for all agents under the supervisor to resolve a room. It does not display the conversation period that has not been resolved and is not applicable to WhatsApp Group which does not have a "Resolve" feature. The date filter used is the timestamp when an agent resolves a room.
Tags of Conversations shows the tag name and the number of rooms for each tag. A room may or may not have name tags. Rooms are considered based on the channel under the supervisor. The date filter used is the time the tag was added to a room.

Supervisor → Agent Performance

New Conversations per Agent counts the number of different rooms that have been assigned to each agent. One room can be assigned to more than one agent. Rooms are considered based on the channel under the supervisor. Note that the room only counts once for each agent. The date filter used is the timestamp when the agent gets the room.
Resolved Conversation per Agent counts the number of different rooms resolved by each agent. The number of rooms displayed does not include rooms owned by an agent but have been handed over to another agent. Rooms are counted based on the channel under the supervisor. Note that it is possible to display more data from New Conversations per Agent due to different Date Filters. The date filter used is the timestamp when the agent resolves the room.
Daily New Conversations per Agent counts the number of different rooms assigned to each agent in one day. A room can be assigned to more than one agent. Rooms are counted based on the channel under the supervisor. The date filter used is the timestamp when the agent receives the room.
Daily Resolved Conversations per Agent counts the number of different rooms resolved in one day. The number of rooms displayed does not include rooms owned by an agent but have been handed over to another agent. Rooms are counted based on the channel under the supervisor. Note that it is possible to display more data than Daily New Conversations per Agent due to different Date Filters. The date filter used is the timestamp when the agent resolves the room.
Conversation Assigned per Division counts the number of different rooms assigned to an agent for each division the agent belongs to. Rooms are counted based on the channel under the supervisor. Note that there is a possibility that the results may not match because every agent can have more than one division. The date filter used is the timestamp when the agent gets the room.
Assigned Conversation Resolved by Agent per Division counts the number of different resolved rooms assigned to the agent for each division of the agent. The number of rooms displayed does not include rooms owned by an agent which have been handed over to another agent. Rooms are counted based on the channel under the supervisor. Note that there is a possibility that the results may not match because every agent can have more than one division. The date filter used is the timestamp when the agent resolves the room.
Expired Conversations per Division counts the number of different expired rooms assigned to the agent based on each agent's division. A room expires when the last chat from customers is left for more than one day while the room status has not been resolved. Rooms are counted based on the channel under the supervisor. Note that the room will also count as expired if the agent has not changed the room status to Resolved. The date filter used is the timestamp when the customer's last chat is left for more than 24 hours.
Average Resolve Time per Agent counts the average time taken by agents to resolve each room. Time is calculated when the room is assigned to the agent until the agent resolves the room. Rooms are counted based on the channel under the supervisor. The date Filter used is the timestamp when the agent resolves the room.
Average First Response Time per Agent calculates the average time the agent responds to a room assigned to each agent. The time is calculated when the agent is assigned to a room and sends the first message after which an average is calculated for each agent. Rooms are counted based on the channel under the supervisor. The date filter used is the timestamp when the agent gets the room.
Average Response Time per Agent in the Last 7 Days shows the average time taken by each agent and another supervisor to respond to every customer message in the last seven days. Note that if there is an agent or supervisor message that was previously a message from the system, and before the system receives a message from the customer, then the agent (or supervisor)'s message is not considered. Rooms are counted based on the channels under all supervisors.

Supervisor → WhatsApp

Whatsapp

Summary

Outbound Template Messages Quota shows the remaining HSM quota. Broadcast types that consume the HSM Quota are all broadcasts other than those with Failed Status.
Total Broadcast Messages shows the number of broadcasts sent in the channels under the supervisor other than those messages with Failed Status. Date Filter: Timestamp when the broadcast was sent.
Total 24 Hours Message Templates shows the number of 24 Hours Message Templates sent in the channels under the supervisor other than those messages with Failed Status. The date filter used is the timestamp when the 24 Hours Message Templates were created.
Broadcast Read Rate shows the percentage of the number of broadcasts read by the customer as compared to all broadcasts successfully sent by the client in the channels under the supervisor. The date filter used is the timestamp when the broadcast was sent.
Broadcast Reply Rate shows the percentage of the number of broadcasts replied by the customer as compared to all broadcasts successfully sent by the client (i.e. the customer service agent) in the channels under the supervisor. The date filter used is the timestamp when the broadcast was sent.

You can see more details on which broadcasts have been replied to by customers in the Replied column in the Broadcast Log analytics.

The Replied column will show true if a customer has responded to a business broadcast and does not refer to any specific broadcast message.

Broadcasts

Broadcasts Pending shows the number of HSMs sent but which are still in "Pending" or "In Queue" status in the channels under the supervisor.
Broadcasts Sent shows the number of HSMs categorised as "Sent" in the channels under the supervisor.
Broadcasts Delivered shows the number of HSMs that have been sent and has the status "Delivered", "Read", or "Delivered but Failed" in the channels under the supervisor.
Broadcasts Failed shows the number of HSMs sent but have received a "Failed" status in the channels under the supervisor.
Broadcasts Log shows a list of all broadcasts that have been submitted in the channels under the supervisor. It contains the delivery date, WhatsApp channel name, Platform, Template Name, Broadcast Name, Room ID, destination number, Message ID, delivery status, Replied, and error notes. The date filter used is the timestamp when the broadcast was sent.

24 Hours Message Template

Pending shows the number of 24 Hours Message Templates sent which have a "Pending" or "In Queue" status in the channels under the supervisor.
Sent shows the number of 24 Hours Message Templates that have a "Sent" status in the channels under the supervisor.
Delivered shows the number of 24 Hours Message Templates that have been sent with the status "Delivered", "Read", or "Delivered but Failed" status in the channels under the supervisor.
Failed shows the number of 24 Hours Message Templates sent with the status "Failed" in the channels under the supervisor.
24 Hours Message Template Log shows a list of 24 Hours Message Templates delivery logs in the channels under the supervisor. It contains the WhatsApp channel name, delivery date, Platform, Template Name, Room ID, destination number, Sender ID, Sender Name, Message ID, delivery status, and error notes. The date filter used is the timestamp when the 24 Hours Message Templates were created.

Expired Rooms

Expired Rooms refer to all expired rooms in channels under the supervisor. A room is categorized as expired if the last reply from the customer exceeds 24 hours and the room is unresolved. The date filter used is the timestamp of the customer's last message.

Customer Block Lists

Customer Block List shows a list of customers currently blocked by the client.

Credits

Total Customers Session Reached: Shows total session initiated by the customer. The date filter used is timestamp when the session is initiated.
Total Business Session Reached: Shows total session initiated by the business. The date filter used is timestamp when the session is initiated.
Customer Initiate: Shows a list of session logs initiated by the customer containing the initiated date, phone number of the customer, and the source used (Free Session, Credit, or Quota). The date filter used is timestamp when the session is initiated.
Business Initiate: Shows a list of session logs initiated by the user/business containing the initiated date, phone number of the customer, and the source used (Free Session, Credit, or Quota). The date filter used is timestamp when the session is initiated.

Supervisor → Others

Agent Availability Logs show agent activity such as login and logout details plus Set Availability for agent under the supervisor. The date filter used is the timestamp when the log is created. The attributes shown include:
1. Event Time → The time when the activity was performed
2. User Name → Agent username
3. Activity →Type of activity performed
4. Path
5. Params
6. Availability → Availability status
Outgoing Logs shows the outgoing log from the app to external customer services. The date filter used is the timestamp when the log of the app is created. The displayed attributes include:
1. Time → Timestamp when the log is created
2. Intent
3. URL
4. Status Code
5. Response Time
6. Response
7. Request
Failed Message Logs show the error log of messages sent or received from integrated channels. Data is considered based on the channels under the supervisor. The date filter used is the timestamp when the log of the message is created. The displayed attributes include:
1. Channel → Channel from the room that has an error
2. Channel Name → Shows the channel name
3. Created At → Timestamp when an error occurs
4. Error Source → Source of the error message
5. Payload → Response from the webhook or HTTP call
Agent shows a list of agents under the supervisor that have not been deleted. Note that this is not affected by the Date Filter. The attributes displayed include:
1. ID → Agent identifier
2. Name → Registered agent’s name
3. Email → Agent's email address that is used for login
4. Division → Division of each agent
5. Avatar URL → Link to agent's avatar
6. Is Available → Agent Availability
7. Last Login → Timestamp of agent's Last Login to the app
8. Created At → Timestamp when the agent is registered to the system
9. Updated At → Timestamp when agent information changes
Agent Assignments shows a list of agents and rooms that have been assigned to agents. Data is considered based on the channels under the supervisor. The date filter used is the timestamp when the agent is assigned the room. The displayed attributes include:
1. ID →The identifier of the activity "Agent Assigned to a Room."
2. Room ID → Room identifier assigned to the agent
3. Customer ID → Customer identifier who created the room
4. Customer Name → Customer’s username who created the room
5. Agent ID → Agent identifier
6. Agent Name → The name of the agent
7. Agent Division →The agent’s division
8. Channel Name → Shows the channel name and source where a room is created
9. Assigned At → Timestamp when the agent joins the room
10. First Agent's Message Timestamp → Timestamp of the first message sent by the agent
11. Session Status → Status, which indicates whether the session has been resolved by the agent or is still ongoing
12. Resolved At → Timestamp when the agent resolves a room
13. Updated At → Timestamp when an attribute has changed
14. Deleted At → Timestamp when the agent is no longer in the room due to handover or the room is resolved by another agent
Conversations show data conversations along with the customers in them. Data is considered based on the channels under the supervisor. The date filter used is the timestamp when the room receives the first message from the customer. The displayed attributes include:
1. Room ID → Room identifier
2. Customer ID → Customer identifier
3. Customer Name → The name of the room, usually in the form of the customer’s username
4. Channel Name → Shows the channel name and source where a room is created
5. Handled By Bot → An indicator of whether the room can be handled by bots or not
6. Extras → Additional information regarding the room
7. Status → Status of the room (Ongoing/Resolved)
8. Resolved At → Shows timestamp when the room is resolved
9. Created At → Timestamp when the room receives the first message from a customer
10. Last Message Sent At → Timestamp when the last message is sent into the room
11. Last Message Sender → Name of the sender who sent the last message
12. Last Message Sender Type → The user type of the last message sender
13. Updated At → Timestamp when one of the room attributes is changed
Customers show data for customers who started conversations in the date filter range. Data is considered based on the channels of all supervisors. The date filter used is the timestamp when the room is created. The displayed attributes include:
1. Customer ID → Customer identifier
2. Name → Customer username
3. Channel Name → Shows the channel source where a room is created
4. Extras → Additional information
5. Avatar → Link to the customer profile picture
6. Room Created At → Timestamp when the room is created
7. Created At → Timestamp when customer data is created
8. Updated At → Timestamp when customer data is changed
Messages Last 7 Days shows data messages and the message type, sender, room, and date the message was sent. The date filter used is the timestamp when the message is created (only taken from the last seven days). The displayed attributes include:
1. ID → Message identifier
2. Conversation ID → Room identifier
3. User ID → Sender’s identifier
4. Sender Name → Shows name of the sender
5. Message → Message content
6. Message Mime Type → Message type
7. Created At → Timestamp when a message is sent
8. Updated At → Timestamp when message data changes
9. Deleted At → Timestamp when a message is deleted
Chat Templates refers to all the chat templates which are created on the selected date filter. The date filter used is the timestamp when a chat template is created.
1. Template ID → Template identifier
2. Template Command → Command of the chat template
3. Message → Message content
4. Created By → Shows the name of individual who created the chat template
5. Created At → Timestamp when a chat template is created
6. Updated At → Timestamp when chat template data is changed
Notes on Conversations show the room and additional information including notes from the agent, supervisor, or admin. Data is considered based on the channels of all supervisors. The date filter used is the timestamp when the room is updated.
1. Room ID → Room identifier
2. Customer ID → Customer’s identifier
3. Customer Name → Customer’s username
4. Channel → Shows the channel source where a room is created
5. Notes → Notes left in a room, whether resolved or not.
6. Status → Shows the status of the room (On-Going / Resolved)
7. Room Created At → Timestamp when the room is updated
Tags on Conversations show all the tags pf the conversation in the channels under a supervisor that the tags are added based on the selected Date Filter. Note that a room can have more than one tag. The date filter used is the timestamp when a tag is added to a room. The displayed attributes include:
1. Room ID → Room identifier
2. Customer ID → Customer’s identifier
3. Customer Name → Customer’s username.
4. Channel Name → Displays the channel name where a room is created.
5. Tag → The name tag pinned to a room
6. Conversation Started At → Timestamp when a customer sends their first message to a room
7. Tag Added At →Timestamp when a customer sends the first message to a room
Customer’s Additional Information shows the Title and Description added via each room’s “Additional Information” feature. The date filter used is the timestamp when the room receives the first message from a customer. The displayed attributes include:
1. Room ID → Room identifier
2. Customer ID → Customer’s identifier
3. Customer Name → Customer’s username
4. Channel → Shows the channel name where a room is created
5. Title → The title in the “Additional Information” feature
6. Description → Text entered in the “Additional Information” feature as a description
7. Conversation Started At → Timestamp when a customer sends their first message to a room

Last updated on Apr 9, 2025

Was this page helpful?