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Using Team Inbox Analytics in Wati

Updated over 3 weeks ago

Summary

The Team Inbox Analytics page in Wati provides both real-time and historical insights into tickets and messages handled within Team Inbox. This helps admins and dashboard viewers assess team performance and workload distribution. This guide explains how to access and use the analytics features effectively.

Instructions

Accessing Team Inbox Analytics

You can find the Analytics page in the main navigation menu. This feature is available on all subscription plans.

Required Permissions

To access the analytics page, you must have one of the following roles:

  • Administrator

  • Dashboard Viewer

Using the Date Range Filter

The Date Range Filter allows you to view analytics for a specific time period. By default, the page displays data for the last 7 days.

How to Use the Filter

  • Choose from pre-set quick date filters.

  • Select a custom date range using the date picker.

  • Both the start (From) and end (To) dates are inclusive in the selected range.

Previewing Sample Data

If your account does not have sufficient data to generate meaningful analytics, you can enable the Sample Data Preview feature.

How to Enable Sample Data Preview

  1. Toggle the switch ON at the top right of the analytics page.

  2. Sample data will be populated in the charts for visualization purposes.

  3. The date range cannot be changed when using sample data, as it is only for representation.

Common Chart Features

The analytics page contains various charts to help visualize ticket and message trends. Below are key interactive elements available in most charts.

1. Tooltip

  • Each chart has a tooltip that provides a brief explanation of the displayed data.

  • You can also find a link within the tooltip for more details on how the data is calculated.

2. Zoom and Navigation

  • Charts showing data over time allow zooming in and out for a detailed or broader view.

  • Use the + and - buttons or the [] selection tool to zoom into a specific area.

  • The hand icon lets you move across the chart.

  • Click the undo icon to reset the chart to its default view.

3. Downloading Data

  • You can download chart data in various formats.

  • Click the three-dot menu (⋮) in the chart and choose the preferred format.

4. Filtering Data

  • The legend values in each chart are clickable.

  • Click to select/unselect specific values and filter them from the chart view.

Frequently Asked Questions (FAQs)

Access & Permissions

1. Who can access the Team Inbox Analytics page?

→ The Analytics page is available to all users on any subscription plan. However, only users with the Administrator or Dashboard Viewer role can access it.

2. Where can I find the Team Inbox Analytics page?

→ You can access the Analytics page from the main navigation menu in Wati.

Using the Date Range Filter

3. What is the default date range for analytics?

→ By default, the Analytics page displays data for the last 7 days.

4. Can I customize the date range for analytics?

→ Yes, you can either select a pre-set quick date filter or choose a custom date range using the date picker. Both the start (From) and end (To) dates are inclusive.

Sample Data Preview

5. What is the Sample Data Preview feature?

→ If your account lacks sufficient data for meaningful analytics, you can enable Sample Data Preview. This feature populates charts with sample data for visualization purposes.

6. How can I enable Sample Data Preview?

→ You can toggle the Sample Data Preview switch ON at the top right of the Analytics page.

7. Can I change the date range while using Sample Data Preview?

→ No, the date range cannot be modified when using sample data as it is provided solely for representation.

Chart Features

8. What information does the tooltip provide in charts?

→ Each chart includes a tooltip that explains the displayed data and may contain a link for more details on how the data is calculated.

9. How can I zoom in or out on a chart?

→ You can use the + and - buttons or the selection tool ([]) to zoom into a specific area. The hand icon allows you to move across the chart, and the undo icon resets it to its default view.

10. Can I download chart data?

→ Yes, you can download data in various formats. Click the three-dot menu (⋮) in the chart and select the desired format.

11. How do I filter data in a chart?

→ The legend values in each chart are interactive. Click on a value to select/unselect it and filter it from the chart view.

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