Admin Analytics is analytics that admins can access. The analytics can access data for all channels and performance data for all agents. There are several dashboards in Admin Analytics, including General, Agent Performance, Customer, Chats, WhatsApp, Outbound, AI Assistant and Others;
Overall Agent Analytic
Overall Agent Analytics provides a comprehensive overview of general information, total chat rooms, and the performance of all your agents. Raw data is also available for download for deeper analysis.
General Analytic
Total of Conversations : Number of rooms (one room ID is counted only once) containing messages, whether they have been assigned to agents or not. The number shown 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 of Unserved Conversations : Part of ongoing conversations. The number displayed is the total number of conversations initiated by the client but are not yet assigned to an agent. In addition, the number of rooms counted are only those which contain messages and are in the waiting process.
Total Served Conversations : Part of ongoing conversations. The number displayed is the total number of conversations initiated by the client and have been assigned to an agent. Rooms counted are only those rooms which contain messages which are not pending and unresolved.
Total Resolved Conversations : Total number of all rooms that contain messages and have been resolved, whether it's assigned to an agent or not. The number displayed is the number of rooms, not the number of sessions. Therefore, if the room has more than one session, then is still counted as one.
Monthly Active Users (MAU) : Refer to the MAU from the current app. MAU is counted starting from the date of enrollment within a period of one month. For example, when a user registers on 10th January, the MAU calculation is considered within the range between 10th January to 9th February and will reset again to 0 on 10th February.
Monthly Active Users 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 : Refers to the average time taken for an agent to respond to a newly assigned room. Agents that have been deleted are not counted into this limit. By default, the value displayed is the average obtained from the rooms formed within the last 30 days.
Total of Agents and Supervisors : Shows the number of agents and supervisors registered. It does not include the number of agents that have been deleted.
Enrollment Date : Refers to the date which the app started subscribing to a plan.
Bot Status : Shows the bot status fetched by the client.
List of Agents : Shows agents which are recruited, the status of their availability based on data in the Activity Logs table, the number of ongoing chats (based on the data in the Agent Services table), and the last time the agent logged in. Data from agents who have been deleted are not included. The displayed attributes include:
Name → Agent’s name.
Online Status → Current status of the agent.
Last Login → Shows the time the agent last logged on to the system.
Ongoing Conversations → Shows the number of conversations which the agent has not set as resolved
Last 1 Year Historical MAU : Shows the number of MAUs calculated based on the app registered date for the past 12 months. This feature is unable to display MAU History for App IDs that are not live.
List MAU: Shows the breakdown of Monthly Active Users (MAU) based on the currently selected month filter. This feature helps users identify which specific users have been active within the time window used to calculate MAU.
Last Active Date → The most recent date on which the user was active, meaning they either sent or received messages.
User ID → A unique identifier for the user.
User Name → The display name of the user.
User Type → The classification of the user.
Agent Performance Analytic
New Conversations per Agent: Counts the number of different rooms that have been assigned to each agent. One room can also be assigned to more than one agent but the room is only counted once for every agent. The date filter used is timestamp when the agent gets the room.
Resolved Conversation per Agent: Counts the number of different rooms that have been resolved by each agent. The number of rooms displayed does not include rooms owned by an agent which have been handed over to another agent to resolve. It is possible to show more data from ‘New Conversations per Agent’ due to different Date Filters. The date filter used is 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. Note that more than one agent can be assigned to the same room. The date filter used is timestamp when the agent is assigned the room.
Daily Resolved Conversations 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 which have been handed over to another agent. It is possible to show more data than that shown by ‘Daily New Conversations per Agent’ due to different Date Filters. The date filter used is timestamp when the agent resolves the room.
Conversation Assigned per Division: Counts the number of different rooms assigned to the agent for each division the agent is a part of. As a note, there is a possibility that the results may not tally as every agent can be part of more than one division. The date filter used is timestamp when the agent is assigned the room.
Assigned Conversation Resolved by Agent per Division: Counts the number of different resolved rooms assigned to the agent for each division the agent is a part of. The number of rooms displayed does not include rooms owned by an agent which have been handed over to another agent. As a note, there is a possibility that the results will not tally because every agent can be part of more than one division. The date filter used is timestamp when the agent resolves the room.
Expired Conversations per Division: Counts the number of different rooms assigned to the agent which have expired based on each agent's division. A room expires if the last chat from customers is left for more than one day while the room status remains unresolved. The room will also be counted as expired if the agent has not changed the room status to resolved. The date filter used is timestamp when the customer's last chat is left for more than 24 hours.
Agent Division List: List displays the list of agent divisions or teams in the system, helping organize agents and manage conversation distribution more effectively.
Average Resolve Time per Agent: ounts the average time taken by agents to resolve each room. Time is calculated from when the room is assigned to the agent until the agent resolves the room. The date filter used is timestamp when the agent resolves the room.
Average First Response Time per Agent: Calculates the average time the agent responds to the room he or she have been assigned to. The time is calculated from the time the agent is assigned to a room to the time he or she sends the first message. Then, the average is calculated for each agent. The date filter used is timestamp when the agent gets the room.
Average Response Time per Agent in the Last 7 Days: hows the average time taken by each agent and supervisor to respond to every customer message in the last seven days. If there is an agent (or supervisor) message that was previously a message from the system, and before the system message has a message from the customer, then the agent's (or supervisor's) message is not considered.
Customer Analytic
Total Customer: Shows the total number of customers recorded in the system, originating from all communication channels used by the business, including customers from ads, organic sources, broadcasts, or those added manually.
Total Customer from WhatsApp Ads: Shows the number of customers who came from WhatsApp ads, specifically from “Click to WhatsApp” campaigns that directly open a conversation session with the business.
Total Customer from Broadcast: Shows the number of new customers recorded after receiving and responding to broadcast messages sent by the business through Qiscus Omnichannel Chat.
Total Customer from TikTok Ads: Shows the number of customers who entered the system as a result of interactions through TikTok ads created by the business.
Total Customer from Organic: Shows the number of customers identified without using ads or broadcasts, such as customers who initiated a chat directly with the business.
Total Customer Added by Admin: Shows the number of customers manually added by an admin through the Customer Data Platform (CDP).
New Customer From: Shows the growth in the number of new customers based on the communication channel used.
New Customer Trend by Channel: Shows the growth trend of new customers from each communication channel.
New Customer Trend Daily: Shows the number of new customers per day.
New Customer Trend Hourly: Shows the number of new customers by hour.
Last 1 Year Historical New Customer: Shows the trend in the number of new customers over the past year from all communication channels.
Customer List:
Merge Status →Shows whether a customer's data has been merged with other duplicate data. If the customer has been merged with another, the status will be marked as "merged".
Linked ID→ A unique ID that links a customer’s identity across multiple communication channels.
Customer Name→ The name of the customer registered.
Channel Name→ The name of the channel or platform where the customer first connected (e.g., WhatsApp, TikTok, Instagram, etc.).
Main Channel Status→ Shows whether the channel is the customer’s main channel. If it is, the status will be marked as "main".
Phone Number→ The customer’s registered phone number.
Email→ The customer’s email address, if available.
Created At→ The timestamp showing when the customer’s data was first created in the system.
Source→ The source or origin of the customer, such as Organic, Broadcast, TikTok Ads, WhatsApp Ad, or Added by Admin.
Customer Properties→ Additional information related to the customer, such as location, preferences, or other customized data.
Chats Analytic
Daily New Conversations : show the number of new different rooms that have just been entered each day. If the client deactivate Session Room, then a new room enters the inbox, It could still be an old resolved room and the same customer sends a new message. The counted room includes rooms that have been created but which still needs to be assigned and contain messages. The date filter used is timestamp when the room receives its first message from a customer.
Daily Resolved Conversations : shows the number of different rooms that have been successfully resolved each day. For inactive Session Room, if the room has been resolved on another day, it will be counted as two or more separate rooms. When a room is resolved more than once a day, it will be regarded as one room only. The date filter used is timestamp when the room is resolved.
Hourly New Conversations : shows the number of new, different rooms created every hour. If the client deactivate Session Room, then a new room enters the inbox, It may still be an old resolved room and the same customer sends a new message. The counted room includes rooms that have been created but are still waiting to be assigned to an agent and contain messages. The date filter used is timestamp when the room is resolved.
Hourly Resolved Conversations : shows the number of different rooms that have been successfully resolved every hour. For inactive Session Room, if the room has been resolved previously, it will be counted as two separate rooms. If a room has been resolved more than once in an hour, it will be counted as one room only. The date filter used is timestamp when the room is resolved.
New Conversations Trend (Hourly): shows the number of new conversations started each hour within a selected time period, helping teams identify peak hours and analyze customer interaction patterns.
New Conversations per Channel: shows the number of new rooms in individual channels. The date filter used is Timestamp when the room receives the first message from a customer.
Ongoing Conversations per Channel: shows the number of rooms which has the status’ On Going’ or ‘Unserved’ in each channel.
Resolved Conversations per Channel : shows the number of different rooms that have been resolved for each channel. The date filter used is timestamp when the room is resolved.
Average Conversation Duration : shows the average time required for all agent to resolve a room. It does not display the conversation period that has not been resolved and is not applicable for WhatsApp Groups as these do not have a ‘Resolve’ feature.
Tags of Conversations: shows the name tags and the number of rooms under each tag. A room may have one or more name tags. The date filter used is timestamp when the tag was added to a room.
WhatsApp Analytic
General
Summary
Outbound Template Messages Quota : Shows the remaining HSM quota. Broadcast types that consume the HSM Quota are all broadcasts other than those with a Failed status.
Total 24 Hours Message Templates: Shows the number of 24 Hours Message Templates sent other than messages with Failed Status. The date filter used is timestamp when the 24 Hours Message Templates were created.
Broadcast Read Rate: Shows the percentage of the number of broadcasts read by the customer compared with all broadcasts successfully sent by the client. The date filter used is timestamp when the broadcast was sent.
Broadcasts Reply Rate: Shows the percentage of the number of broadcasts replied by the customer, compared with all broadcasts successfully sent by the client. The date filter used is 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 with the status "Pending" or "In Queue".
Broadcasts Sent : Shows the number of HSMs that have been sent and has the status "Sent".
Broadcasts Delivered : Shows the number of HSMs that have been sent with the status "Delivered", "Read", or "Delivered but Failed**".**
Broadcasts Failed : Shows the number of HSMs that have been sent but assigned a "Failed" status.
Broadcasts Log : Shows a list of HSM logs (sent) containing 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 timestamp when the broadcast was sent.
24 Hours Message Templates
24 Hours Message Pending : Shows the number of 24 Hours Message Templates that have been sent with the status “Pending” or “In Queue”.
24 Hours Message Sent : Shows the number of 24 Hours Message Templates that have been sent with the status “Sent”.
24 Hours Message Delivered : Shows the number of 24 Hours Message Templates that have been sent and has one of the following status: “Delivered”, “Read”, or “Delivered but Failed”.
24 Hours Message Failed : Shows the number of 24 Hours Message Templates that have been set with the status “Failed”.
24 Hours Message Template Log : Shows a list of 24 Hours Message Templates delivery logs. 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 timestamp when the 24 Hours Message Templates were created.
Expired Rooms
Expired Rooms : Shows all rooms in channels under the supervisor which have expired. A room is categorized as expired if the last reply from the customer exceeds 24 hours. The date filter used is timestamp of the customer's last message.
Customer Blocklist
Customer Block List : Shows a list of customers currently blocked by the client.
Credits
Summary Credits from Channel
This section displays a summary of the number of conversations by WhatsApp category:
Utility Conversation → Conversations related to transactions or updates (e.g., order confirmations).
Authentication Conversation → Conversations for verification or login (e.g., OTP).
Marketing Conversation → Promotional or product/service offer conversations.
Service Conversation → Customer service conversations (e.g., support or complaints).
Conversation (Estimation)
This section shows an estimated list of conversations that occurred in the selected WhatsApp channel, including details such as date, customer phone number, conversation source, channel name, and conversation type (Utility, Authentication, Marketing, or Service). The data shown is only an estimation to help monitor credit usage, while the actual billing will follow Meta’s official calculation.
WhatsApp Mutation
The WhatsApp Mutation section records changes (mutations) in the number of conversations based on WhatsApp’s official categories: Utility, Authentication, and Marketing. This feature helps you track credit usage movement whether conversations have increased or decreased ensuring transparency in credit consumption for each type of conversation.
Conversation Session (Estimation)
This section provides an estimate of the number of conversation sessions that took place in the selected WhatsApp channel. A session is calculated according to WhatsApp’s billing rules (typically per 24 hours from the first message sent). The displayed data is an estimation, and the actual cost will always follow Meta’s official calculation. This feature helps you monitor session usage trends and anticipate credit consumption in advance.
Customer Initiated & Business Initiated (CI/BI) Data (Estimation)
The CI/BI Data section displays estimated conversation sessions initiated either by customers or by the business. There are two key indicators: Total Customer Sessions Reached (Estimation) for conversations initiated by customers, and Total Business Sessions Reached (Estimation) for conversations initiated by the business. This data helps distinguish interaction patterns on who starts the conversation more frequently. However, the numbers remain estimations, as the final billing will follow Meta’s official report.
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.
WhatsApp OTP
Broadcast Name: The title of the broadcast campaign.
Channel Name: WhatsApp channel used to send the message.
Phone Number: Recipient's phone number (the person receiving the OTP message).
OTP Sent on: The exact date and time when the OTP message was sent to the recipient.
Delivery Rate: shows the percentage of OTP messages that were successfully delivered to the recipient’s WhatsApp number.
Marketing Opt-Out
Customer Name: The name of the customer who opted out of marketing messages.
Channel Name: The WhatsApp channel used to communicate with the customer, it helps to identify which WA Business Account the opt-out applies to.
Phone Number: The customer's phone number that opted out. All opt-out actions are tied to this number.
Last Opt-Out Template Sent On: The last time the system sent an opt-out message template to the customer.
Opt-Out On: The actual date and time when the customer completed the opt-out action**.**
Optimize Broadcast Price
Total Saving Cost: Total estimated savings (in Rupiah) from optimized broadcasts across the selected period.
Total Broadcast Optimized: Number of broadcast messages that have been optimized for cost.
List of Optimized Broadcast: Shows detailed logs of all broadcast messages that have been optimized to reduce cost. Each row represents a broadcast message that used a more cost-efficient message template, typically chosen based on WhatsApp’s category pricing model.
Sent At → Timestamp when the optimized message was sent to the user.
Channel Name →The specific WhatsApp Business channel used to send the message
Platform → Indicates the environment or origin of the broadcast.
Template Name → The name of the WhatsApp message template used. This is usually selected for cost-efficiency
Room ID → Room identifier.
Phone Number → The customer’s WhatsApp phone number that received the broadcast message.
Message ID → A unique identifier for the sent message
Broadcast Price → Indicates whether the message was cost-optimized (show as
Optimized).Status →The delivery status of the message, such as
Delivered,Sent,Read, orFailed.Category →The template category used for the broadcast.
Replied → Indicates whether the customer replied to the broadcast message (
YesorNo).Notes → Any additional information or error reasons if a message failed.
Broadcasted By → The name of the sender.
Cost → The cost charged for the message.
Whatsapp Call Analytics
WhatsApp Call Analytics monitors WhatsApp voice call activity and performance in Qiscus Omnichannel Chat, including the total number of calls, overall call duration, and the duration handled by each agent.
WA Call Report Displays the total number of WhatsApp calls made or received across all channels within the selected period.
Total Call Duration Shows the cumulative duration of all WhatsApp calls.
Usage per Channel Presents the number of WhatsApp calls by channel, including Channel ID, Channel Name, and total call count.
Call Duration per Agent Lists the total call duration handled by each agent, including Channel Name, Handled by (agent name), and Total Duration.
Call Duration per Channel Provides the total call duration per channel, showing Channel ID, Channel Name, and Total Duration.
Call Logs Offers detailed records of every WhatsApp call, including:
Customer Name – the customer involved in the call
Customer Phone Number – the customer’s phone number
Channel Name – the WhatsApp channel used
Call Type – Incoming (received from customer) or Outgoing (initiated by agent)
Handled by – the agent who handled the call
Call Started / Call Ended – start and end times of the call
Duration – total call length
Status – call result (e.g., Call ended, Missed call, Call rejected)
Outbound Analytic
Top Broadcast Activity: This section highlights the most active or successful broadcast campaigns across all channels.
All Status: Shows the overall message delivery status across all broadcasts within a specific time range. It provides cumulative totals for each message status category:
Pending → Messages that are queued and waiting to be sent.
Sent → Messages that have been successfully dispatched to the respective messaging platform.
Delivered → Messages that have been successfully received by the end-user.
Failed → Messages that could not be delivered due to reasons like invalid numbers, service issues, or other errors.
Percentage Status: shows the percentage distribution of message statuses (Pending, Sent, Delivered, Failed) from the total number of messages sent through all broadcasts.
Summary per Broadcast:
Broadcast Name → The title of the broadcast campaign.
Id → Broadcast identifier.
Pending → Number of messages that haven’t been sent yet
Sent → Number of messages that have been successfully sent
Delivered → Number of messages that reached the recipients
Failed → Number of messages that failed to deliver
Channel → The channel or platform used for the broadcast.
Create By → The user who created the broadcast
Create At → The timestamp indicating when the broadcast was created
Log Broadcast: Provides detailed logs of each message sent through broadcasts.
Broadcast Name → This is the name of the broadcast campaign under which the message was sent.
Customer Name → The name of the customer or recipient of the broadcast message.
Channel → The specific channel/platform used to send the broadcast
Identifier → A unique identifier for the recipient
Status → The current status of the broadcast message delivery (Pending, Sent, Delivered, Failed).
Notes → Additional information, such as reasons for failure or delivery notes.
Create By → The user who created the broadcast.
Send At → The timestamp indicating when the broadcast was actually sent out.
AI Analytics (AI Conversation)
AI Conversation
The AI Conversation menu on the Analytics page is used to display reports and visualizations of conversation performance involving the AI (bot) in Qiscus Omnichannel Chat.
Conversation Overview
The Conversation Overview section displays the conversation flow in a diagram format. This diagram visualizes the total conversations handled by the AI and indicates which conversations were:
Fully resolved by the AI.
Transferred (handed over) to a human agent.
Resolved or left unresolved by a human agent after being handed over from the AI.
Resolution Rate Comparison
Resolution Rate Comparison section provides key metrics to evaluate how effectively conversations are being resolved by AI versus human agents.
Average AI's First Response Time
Shows how long, on average, the AI takes to send its first reply after receiving a customer message. This metric reflects the AI’s responsiveness.
Average AI's Resolution Time
Displays the average duration required for the AI to fully resolve a conversation, from the first customer message to the final resolution.
Conversation Handled by LLM
Indicates the total number of conversations that were managed (handled) by the AI/LLM, regardless of whether they were resolved by the AI or handed over to a human agent.
Conversation Resolved by LLM
Shows the number of conversations that were completely resolved by the AI without any human intervention.
Details Conversation
Provides a row-by-row breakdown per application or company, including:
app_code / company_name: Identifies the app and company.
Total Conversations: Total number of conversations in the selected period.
Handled by AI: How many were managed by the AI.
Resolved by AI: How many were fully resolved by the AI.
Unresolved by AI: Conversations the AI could not resolve.
Handover to Agent: Cases transferred to a human agent.
Resolved by Human from AI: Conversations resolved by a human after being handed over from the AI.
Unresolved by Human from AI: Conversations that remained unresolved even after being handed over.
Agent Co-Pilot
AI Analytics (Agent Co-Pilot) is a dashboard that shows how the Agent Co-Pilot feature uses or leaves unused the paid AI credits linked to your account.
Credit Currency: The total remaining credit balance (in USD) currently available in the account. This balance represents the amount of credit that can be used to access Qiscus AI services.
Credit Usage This Month: The total amount of credit used during the selected month for utilizing Qiscus AI services.
Credit Usages Analytic Chart: Presents a daily trend chart of credit usage in terms of daily costs (USD) throughout the selected month, helping to monitor and analyze usage patterns more effectively.
Others
Agent Availability Logs : Shows agent activities such as time logged in and out as well as status of their availability. The date filter used is timestamp when the log is created. The attributes shown include :
Event Time → Timestamp when the activity was performed
User → The name of agent
Activity → Type of activity performed
Path
Params
Availability → Availability status
Outgoing Logs : Shows the outgoing log from the app to external customer services. The date filter used is timestamp when the log of the app is created. The displayed attributes include :
Time → timestamp when the log is created
Intent
URL
Status Code
Response Time
Response
Request
Failed Message Logs : Shows the error logs of messages sent or received from integrated channels. The date filter used is timestamp when the log of the message is created. The displayed attributes include:
Channel Name → Shows the name of the channel and the source where a room is created
Created at → The timestamp when an error occurs
Room ID → Room identifier of the error message
Error Source → Source of the error message
Payload → Response from the webhook or HTTP call
Agent : Shows a list of agents that have not been deleted. Note that this is not affected by the Date Filter. The attributes displayed include:
ID → Identifier of the Agent
Name → Registered agent name
Email → Agent's email address used to log in
Division → Division of each agent
Avatar URL → Link to agent's avatar
Created at → The tmestamp when the agent is registered to the system
Updated at → The timestamp when agent information changes
Agent Assignments : Shows a list of agents and rooms that have been assigned to them. The date filter used is timestamp when the agent is assigned the room. The displayed attributes include:
ID →The identifier of the activity “Agent Assigned to a Room”
Room ID → Room identifier assigned to the agent
Customer ID → Customer identifier who created the room
Customer’s Name → Username of the customer who created the room
Agent ID → Agent identifier
Agent’s Name → Username of the agent who assigned to the room
Agent’s Division → Division of the agent
Channel Name → Shows the channel name and source where a room is created
Assigned At → Timestamp when the agent joins the room
First Agent’s Message Timestamp → Timestamp of the first message sent by the agent
Session Status → Indicates whether the session has been resolved by the agent or is still ongoing
Resolved At → The timestamp when an agent resolves a room
Updated At → The timestamp when an attribute has changed
Deleted At → The timestamp when the agent is no longer joining the room due to handover or when the room has been resolved by another agent
Conversations : Show data conversations along with the customers in them. In addition, this table also shows rooms that contain no messages. The date filter used is timestamp when the room receives its first message from a customer. The displayed attributes include:
Room ID → Room identifier
Customer ID → Customer identifier
Customer Name → The name of the room, usually in the form of the customer’s username
Channel Name → Shows the name of the channel and the source where a room is created
Handled By Bot → An indicator of whether the room can be handled by bots or not
Extras → Additional information regarding the room
Status → Status of the room (Ongoing/Resolved)
Resolved At → Timestamp when the room is resolved
Created At → Timestamp when the room receives its first message from a customer
Last Message Sent At → Timestamp when the last message was sent into the room
Last Message Sender → Name of the Sender who sent the last message
Last Message Sender Type → The user type of the last message’s sender
Updated At → The timestamp when one of the room attributes is changed
Customers : Shows data of customers who started conversations in the date filter range. The date filter used is timestamp when the room is created. The displayed attributes include:
Customer ID → Customer identifier
Name → Customer username
Channel Name → Shows the channel source where a room is created
Extras → Additional information
Avatar → Link to the customer profile picture
Conversation Started At → Timestamp when the room is created
Created At → The timestamp when customer data is created
Updated At → The timestamp when customer data is changed
Messages Last 7 Days : Shows data about messages such as the message type, sender, room, and the date the message was sent. The date filter used is timestamp when the message is created (only taken from the last seven days). The displayed attributes include:
ID → Message identifier
Conversation ID → Room identifier
User ID → Sender identifier
Sender’s Name → Username of the sender
Message → Message content
Message Mime Type → Message type
Created At → The timestamp when a message is sent
Updated At → The timestamp when data about messages changes
Deleted At → The timestamp when a message is deleted
Chat Templates : Shows all the chat templates that have been created on the selected date filter. The date filter used is timestamp when a chat template is created. The displayed attributes include:
Template ID → Template identifier
Template Command → Command of the chat template
Message → Message content
Created By → Shows the name of user who created the chat template
Created At → Timestamp when a chat template is created
Updated At → Timestamp when chat template data is changed
Notes on Conversations : Shows the room along with additional information including notes from the agent, supervisor, or admin. The date filter used is timestamp when the room is updated. The displayed attributes include :
Room ID → Room identifier
Customer ID → Customer identifier
Customer Name → Customer’s username
Channel → Shows the channel source where a room is created
Notes → Notes left in a room, whether resolved or not
Status → Shows the status of the room whether is it still On-Going or Resolved
Conversation Started At → Timestamp when the room is updated
Tags on Conversations : Shows all tags on each conversation. 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 timestamp when a tag is added to a room. The displayed attributes include:
Room ID → Room identifier
Customer ID → Customer identifier
Customer Name → Customer’s username.
Channel Name → Shows the channel name where a room is created.
Tag → The name tag pinned to a room
Conversation Started At → The timestamp when a customer sends the first message to a room
Tag Added At → The timestamp when a customer sends the first message to a room
Customer's Additional Information : Shows the title and description added into each room's "Additional Information" feature. The date filter used is timestamp when the room receives the first message from the customer. The displayed attributes include:
Room ID → Room identifier
Customer ID → Customer identifier
Customer Name→ Customer's username
Channel Name→ Shows the channel name where a room is created
Title→ The title on “Additional Informations” feature
Description→ Text entered in the "Additional Information" feature as a description
Conversation Started At→ Timestamp when a customer sends the first message to a room
Contact : Shows customer data in the 'Contact' feature list. The date filter used is timestamp when a customer was added in ‘Contact’. The displayed attributes include:
Customer Name → Customer’s username.
Channel Name → Shows the channel name of customer’s room.
Phone Number → Shows the phone number of the customer.
Email → Shows the email of the customer.
Created At → The timestamp when a customer was added in ‘Contact’.
Customer Properties → Shows ‘Customer Properties’ data of the customer.
Analytics on Each Agent
This page provides analytics on each agent’s individual performance based on conversation data. To use this feature, enter the agent’s name in the search field and click the name to view detailed metrics.
Agent Performance
After selecting an agent, you will see the following performance metrics:
Performance Section – Displays the agent’s key metrics for the selected period, including:
First Response Time – Average time the agent takes to reply to a customer’s first message.
Resolve Time – Average time the agent takes to close a conversation.
Conversations Chart – Shows the number of conversations handled by the agent.
Date Filter & Timezone (UTC) – Filters data by a specific date range and timezone.
Export as PDF – Saves the agent’s performance report as a PDF file.
In short, this feature helps you evaluate each agent’s performance in detail to improve overall customer service quality.
Chats
Daily New Conversation
Shows the number of new conversations received and handled by the agent each day within the selected date range. This helps Admins monitor daily conversation volume, identify spikes or drops in activity, and plan workloads effectively.
New Conversation on Each Day
Displays the count of unique new conversations initiated on each individual day during the chosen period. It highlights trends in customer engagement on a day-by-day basis, allowing teams to spot patterns such as peak contact days.
Daily Resolved Conversation
Presents the number of conversations that the agent successfully resolved each day. This chart is useful for evaluating how consistently agents close conversations and for measuring daily productivity.
Resolved Conversations on Each Day
Shows the total of unique conversations resolved per day, giving insight into the overall resolution trend and helping identify days when resolution rates are higher or lower.
Resolve Time per Channel
Displays the average time it takes the agent to resolve conversations for each channel (e.g., WhatsApp, Instagram, Live Chat). It helps compare resolution efficiency across different communication channels.
Conversations per Channel
Indicates the number of conversations the agent handled on each channel. This reveals which channels generate the highest workload and can guide resource allocation.
Resolve Time per Tag
Shows the average resolution time grouped by conversation tags (for example, “Sales,” “Support,” or custom tags). It highlights which types of inquiries take longer to resolve.
Conversations per Tag
Displays the total number of conversations categorized under each tag. This helps identify the most common conversation topics or issues customers contact about.
Other
Customers : Shows data of customers who started conversations in the date filter range. The date filter used is timestamp when the room is created. The displayed attributes include:
Customer ID → Customer identifier
Conversation ID → Conversation identifier
Customer Name → Customer username
Channel → Shows the channel source where a room is created
Room Assigned → Date room assigned
Extras → Additional information
Avatar → Link to the customer profile picture
Conversation Started At → Timestamp when the room is created
Created At → The timestamp when customer data is created
Updated At → The timestamp when customer data is changed
Agent Activity Logs:
Notes on Conversations:
Tags on Conversations:
AI Analytics
AI Conversation
Present detailed metrics and a conversation log to help you evaluate the AI’s performance:
Conversation Overview
The Conversation Overview section displays the conversation flow in a diagram format. This diagram visualizes the total conversations handled by the AI and indicates which conversations were:
Fully resolved by the AI.
Transferred (handed over) to a human agent.
Resolved or left unresolved by a human agent after being handed over from the AI.
Resolution Rate Comparison
Resolution Rate Comparison section provides key metrics to evaluate how effectively conversations are being resolved by AI versus human agents.
Average AI's First Response Time
Shows how long, on average, the AI takes to send its first reply after receiving a customer message. This metric reflects the AI’s responsiveness.
Average AI's Resolution Time
Displays the average duration required for the AI to fully resolve a conversation, from the first customer message to the final resolution.
Conversation Handled by LLM
Indicates the total number of conversations that were managed (handled) by the AI/LLM, regardless of whether they were resolved by the AI or handed over to a human agent.
Conversation Resolved by LLM
Shows the number of conversations that were completely resolved by the AI without any human intervention.
Details Conversation
Provides a row-by-row breakdown per application or company, including:
app_code / company_name: Identifies the app and company.
Total Conversations: Total number of conversations in the selected period.
Handled by AI: How many were managed by the AI.
Resolved by AI: How many were fully resolved by the AI.
Unresolved by AI: Conversations the AI could not resolve.
Handover to Agent: Cases transferred to a human agent.
Resolved by Human from AI: Conversations resolved by a human after being handed over from the AI.
Unresolved by Human from AI: Conversations that remained unresolved even after being handed over.
Agent Co-Pilot
The highlighted sections in the AI Analytics (Agent Co-Pilot) dashboard provide key details about credit balance and usage:
Credit Currency: The total remaining credit balance (in USD) currently available in the account. This balance represents the amount of credit that can be used to access Qiscus AI services.
Credit Usage This Month: The total amount of credit used during the selected month for utilizing Qiscus AI services.
Credit Usages Analytic Chart: Presents a daily trend chart of credit usage in terms of daily costs (USD) throughout the selected month, helping to monitor and analyze usage patterns more effectively.
Others
Designed for Admins to audit an agent’s detailed activities such as customer interactions, availability changes, and conversation notes, over a chosen date range and timezone.
Customers Table
Lists the customers who interacted with this agent within the selected time frame. Columns include:
Conversation ID: Unique ID of the chat.
Customer ID / Name: Identifiers for the customer.
Channel: Channel used (e.g., Qiscus Widget).
Agent Activity Logs
Displays a timestamped log of the agent’s actions such as logging in/out or changing availability status. Columns include:
Event Time (GMT+7)
Activity (e.g., SET_AVAILABILITY, LOG_OUT)
Availability Status
Notes on Conversation
Shows any notes the agent added to customer conversations. Columns include:
Conversation ID and Customer Name
Channel where the chat occurred
Notes entered by the agent
Room Status and Created At time
Flow Data
This page records every step a customer takes within a WhatsApp Flow template (interactive forms or guided flows). It allows you to track input values, monitor completion, and debug issues.
Key Columns:
Customer ID – Unique identifier of the customer who engaged with the flow.
Created At – Date and time when the flow interaction occurred.
Message ID – WhatsApp message identifier for the flow event.
Field – Name of the flow field or screen (e.g.,
screen_0_Name_0,screen_0_Order_number_1).Value – The actual input or selection provided by the customer (e.g., name, order number, issue description).
Custom Analytics
Custom Analytics displays analytics data tailored to your specific needs. Typically, you submits a request to us about which metrics should appear, and then we will configures the dashboard accordingly.