Messages (Statistics)

Steps to access:

• In your channel, go to Statistics.

• Select Messages in the left-side menu.

Available report types

Analysis of received and sent messages

This section details the metrics of received and sent messages over a specific period. The charts help you visualize fluctuations in communication and compare them to previous periods.

Line charts

Received Messages:

• The orange line represents the messages received in the current period.
• The gray line represents the messages received in the previous period.

Sent Messages:

• The blue line represents the messages sent in the current period.
• The gray line represents the messages sent in the previous period.

Usefulness of the Charts

• Volume analysis: helps you understand the volume of communication on different days, identifying patterns of high and low activity.
• Performance evaluation: assists in evaluating the effectiveness of responses and engagement with users.
• Period comparison: the comparative view between different periods helps identify trends and possible areas for improvement.

Below is a visual example of the charts:

Analysis of agent messages, private notes and emails

This section provides a detailed overview of agent messages, private notes and emails sent and opened during a specific period. The charts allow a clear comparison between the current and previous periods, helping you assess performance and identify trends.

Agent messages

• Line Chart:
  The green line represents agent messages in the current period. The gray line represents agent messages in the previous period.

Private Notes

• Line Chart:
  The blue line represents private notes in the current period. The gray line represents private notes in the previous period.

Emails sent

• Line Chart:
  The light blue line represents emails sent in the current period. The gray line represents emails sent in the previous period.

Emails opened

• Line Chart:
  The orange line represents emails opened in the current period. The gray line represents emails opened in the previous period.

Usefulness of the Charts

• Performance evaluation: the charts help you understand the efficiency of agent communication and the use of private notes.
• Email analysis: lets you evaluate reach and engagement through emails sent and opened.
• Trend identification: comparing periods helps identify changes and make informed decisions.

Below is a visual example of the charts:

If you need further assistance, open a ticket at discord.com/channels/1147227963792830534/1153402986240946358