Omnichannel reports and SLA
Read the dashboard, agent performance, response SLA, lead and channel reports, and what each figure means.
Before you begin
The Analytics menu needs omni.analytics.view. Without it the menu is hidden and the data is refused. Campaign ROI and Attribution need marketing.analytics.view and the Marketing app; without it they show a card saying the Marketing app is needed.
Every report has a period selector: 7, 30, 90 or 365 days (the social reports offer 7, 30 and 90).
The reports
| Report | What it shows | Use it to |
|---|---|---|
| Omnichannel Dashboard | New and open conversations, unread, average response, SLA breaches, leads, qualified, opportunities, campaign spend, revenue, conversion %, ROAS; conversations by channel; the conversion funnel; daily table | Start the day |
| Lead Analytics | Leads grouped by source, platform, campaign, channel, owner, country or product, with Qualified, Opportunities, Won, Conversion and Revenue | See where good leads come from |
| Social Analytics | Followers, reach, impressions, engagement, posts, comments, shares, clicks and lead conversions per account | Compare accounts |
| Agent Performance | Per agent: assigned, resolved, messages, first and average response, SLA compliance, leads, conversions | Coach and balance workload |
| Conversion Funnel | Reach, Engagement, Conversation, Lead, Qualified, Opportunity, Quotation, Order, Revenue, with rates | Find the leaky step |
| Response SLA | Per channel: conversations, answered, target, average first response, breached, compliance; and a Due now list | Chase late replies |
| Channel Dashboard | Per channel: messages, conversations, response time, leads, conversions, revenue, cost, ROAS | Judge each channel |
Customer rating on Agent Performance is blank today because ratings are not collected yet.
Read Response SLA
- Open Omnichannel > Analytics > Response SLA and choose a period.
- Read each channel row: the Target (min) comes from your SLA policies, Avg first response from actual replies, Breached counts the conversations that went past the target, and Compliance is the share answered in time.
- Use the Due now list for conversations whose clock is running. Click a row to open it.
Worked example
WhatsApp has a 5 minute target. Over 7 days, 40 conversations were answered and 6 were breached, so compliance is 85 %. The average first response of 4.2 minutes looks fine, but the breaches show a few very late answers. Check who owned those conversations on Agent Performance.
What happens next
Figures are computed from live data each time you open a report. Leads, opportunities and revenue come from CRM and Sales, so they change when those records change.
Good to know
- Dates in the inbox filters are compared as UTC midnight, not Dubai midnight, so a conversation just after midnight Dubai time can fall on the previous day.
- A sandbox account's social metrics are zero.
- The dashboard shows 'Marketing not installed' for campaign spend when Marketing is missing.