Analytics Dashboard

Msg91 Help Doc

Hello Contact Center

Analytics Dashboard

This guide walks you through each section of the Hello Analytics Dashboard, helping you interpret insights, make decisions, and monitor support performance effectively.
1. 🎯 Active TicketsThis section shows the total number of support tickets that are currently unresolved. It gives a real-time view of the active workload.
You can view how many tickets are assigned to individual agents, bots, or teams. Tickets not assigned to anyone are marked as "Unassigned." The total ticket count helps managers quickly assess how much work is pending and whether the current support team size is sufficient.
What you can analyze:
Overall ticket backlog
Team and bot efficiency
Unassigned ticket volume indicating possible gaps in workflow
2. 🌐 Ticket Distribution by ChannelThis section helps you understand which communication channels your customers are using to raise tickets. It includes all ticket statuses—open, closed, spam, or snoozed.
What you can analyze:
Volume of tickets from each channel (like WhatsApp, Email, Facebook, etc.)
Preferred channels among users
Where to focus support resources (e.g., if most tickets come from chat or WhatsApp)
3. 👨‍💼 Ticket Assigned to AgentThis section allows you to view how tickets have been distributed among agents and teams over time.
Use the filter to drill down into specific agents or teams. This helps monitor workload and identify if certain agents are over- or under-utilized.
What you can analyze:
Agent-wise or team-wise ticket allocation trends
Workload balance and reassignment needs
Historical performance monitoring
4. 📥 Ticket Received by InboxThis section offers a breakdown of tickets received across different inboxes and channel types over the last 30 days by default.
You can filter inboxes to understand how specific teams or departments are managing their tickets and which inboxes receive the highest volume.
What you can analyze:
Ticket inflow per department or channel
Inbox-specific trends
Need for inbox/channel optimization
5. 🏆 Top PerformerThis section showcases the most efficient agents or teams based on the number of tickets closed within a selected time range.
Using the custom date filter, you can evaluate performance for a specific time period, helping identify and reward high-performing agents or teams.
What you can analyze:
Most productive support agents or teams
Time-bound performance comparisons
Basis for appraisals and incentive decisions
6. 🤖 ChatBot Involvement in Ticket ResolutionThis section highlights how well your chatbot is helping resolve customer tickets.
It shows total tickets involving bots, how many were resolved by bots without human help (resolution rate), and how many required agent takeover (fallback rate). This includes all chatbot types—LEX, ChatGPT, MSG91.
What you can analyze:
Chatbot effectiveness in first-level query resolution
Volume of human handovers required
Opportunities to improve chatbot workflows
7. 📊 Peak Day AnalyticsThis section displays the number of new tickets generated each day. It helps you identify patterns and predict when support demand is highest.
With date filters, you can analyze trends over different time periods and plan staffing accordingly.
What you can analyze:
Ticket creation trends by date
High-load periods to plan team availability
Impact of campaigns or incidents on support traffic
Use this dashboard as your control center to monitor, optimize, and drive performance across all support functions within Hello.

You can adjust the feedback settings for the Email and Chat Inboxes in Hello, enabling your users to share their thoughts on their conversations. Users will be asked to share the feedback when the ticket is closed.

1. Login to your MSG91 account and open Hello.

2. Select the gear icon on the right of the desired Inbox from the sidebar.

Select the All Inboxes option from the Manage section in the left sidebar and navigate to the desired inbox from the dropdown. Click on the gear icon on the right of the desired Inbox and select the Feedback Setting option.

Personalize this feature by adding your own content and brand logo. A preview of how the feedback prompt will be visible to the user is shown here.

The analytics for the feedback can be viewed from the Feedback section in the Analytics option in Hello.

You can filter the feedback by Date, User, Team, Channel, Inbox, and Ratings.

Feedback setting in Hello Inboxes

Nov 8, 2024

Here are the steps to check Hello Analytics:-

Step 1: Login to your MSG91 panel and click on "Hello".

Step 2: Select the Analytics option from the sidebar.

Below is a concise overview of Hello Analytics:-

Feedback

It contains data related to the ratings received on tickets handled by your team through Live Chat or Email Inbox.

You can utilize various filters to sort conversation ratings based on Dates, Specific Users, Teams, Particular Inboxes, or a particular rating.

However, it's important to note that WhatsApp ratings are not currently recorded in the system.

Tags

Tags refer to specific keywords or labels that are used to categorize and organize the ticket. These tags will help you to easily identify, locate and determine the number of tickets associated with a particular tag. This enables efficient ticket management and facilitates quick access to relevant ticket groups based on specific topics or criteria.

Note: currently, the Tags option has limited functionality.

Call Logs

Call Logs refer to a record or history of all incoming and outgoing phone calls made by an agent or a client. These logs typically include essential details about each call, such as the recording, date and time of the call, the phone numbers on which the call was made, caller ID, call duration, and the name of the agent handling the call

You will get an option to employ different filters for sorting call logs. These filters include Dates, Sources (Hello/API), Destination, Inbound/Outbound calls, Specific agents, or based on the call status. By utilizing these filters effectively, you can efficiently manage and review call data according to your specific requirements and preferences.

Note: Currently, we do not have the option to export the call logs.

Message Report

A message report refers to a detailed summary or analysis of inbound/outbound messages (tickets) exchanged between clients and teams within a communication platform. This report typically includes essential information about the count of tickets received, as per Team or agent wise. Message reports serve as valuable tools for monitoring communication patterns and, analyzing message volume.

You can filter out the data based on below three criteria:

a) Team-wise Report:

Performance

A performance report refers to an analytical tool used to assess and evaluate data related to ticket transfers within internal teams. Additionally, the report tracks the status of client tickets, including those that have been snoozed, closed, reopened, and marked as spam.

You can filter out the data on the basis of Team or Agents.

Sample Data after clicking on the 'user' icon ()

Working Hour

A working hour report refers to a detailed record and analysis of the hours during which an individual is actively working or available to handle tickets.

The working hour report is a valuable tool for monitoring productivity, assessing resource availability, and identifying peak periods of activity.

Here, you can check the data on the basis of Dates or Specific Agents. You will get a detailed report of the total number of outbound messages sent by the agent with respect to the time mentioned on the scale and their active working hours.

How to check Analytics in Hello?

Hello ReportsFeedbackconversation ratingscheck AnalyticsHello

Nov 11, 2024