SMS Campaign analytics help you track the success of your text-based marketing with complete monitoring. You can discover which messages are right and what is the perfect time when customers are most likely to respond.Importance:Enables real-time tracking of message delivery status for immediate campaign adjustmentsHelps identify optimal sending times based on customer interaction patternsMeasures ROI by connecting message costs with conversion outcomesMessages DeliveredTrack how many SMS messages successfully reached recipients, showcasing that important communications are getting through to customers.Messages SentSee the total number of SMS campaigns you've initiated, including both successful and unsuccessful deliveries. This helps you monitor your campaign reach and area of improvement.​Success RateCalculate what percentage of your campaign was able to bring new customers. This is your key metric for campaign effectiveness, which shows a high success rate means your campaign is reaching the intended audience.Link ClicksMonitor how many recipients opened your SMS campaign to get a clear analysis on whether your CTA elements are compelling enough to drive action.​Delivery PatternsYou can analyze the pattern of message sending and delivery across different periods, helping to identify optimal sending times and potential delivery bottlenecks over extended durations.Success Rate Over TimeTracks delivery success rates across different periods to reveal trends and patterns in your message delivery performance and helps identify systemic improvements over time.​

Staffing and Workflow Reporting KPI in Omni24 helps you to monitor agent performance patterns and workload distribution across teams. It provides insights into scheduling, effectiveness and resource allocation to ensure optimal customer service delivery through real-time monitoring.Importance:Enables data-driven decisions for staff scheduling and resource optimizationIdentifies peak periods and potential bottlenecks in customer service operationsSupports evidence-based performance evaluation and training needs assessmentStaffing PredictionThe graph shows an overview of the number of staff required based on time for handling customer conversations over a selected period. It considers factors like time zones, peak hours to make accurate staffing recommendations.Note: Click here to learn more about users reportingWorkflowWorkflow By Status The graph shows all the workflow rules that are created based on the status of the conversation. Help you to identify bottlenecks in your workflows and ensure efficient management across the support team. Learn more about workflow builders.Rules By UsersMonitor how well individual agents follow up on your established workflow rules. This shows you the rule compliance rates and whether team members are maintaining standard procedures.Contact Impacted DataSee which contacts are being affected by your service delivery based on user activity over a time period. It helps you measure how effective your service is at the individual contact level.Conversation Impacted The graph shows the number of conversations that are affected over a selected period. It provides insights into the effectiveness of customer communication strategies and agent performance. Ready for more detailed insights? Check out Inbox reporting for even deeper performance analytics​

This powerful dashboard tracks everything happening across your live chat, email social media, and SMS channels. It will help you see which channel customers love most to respond and where you're solving their problems fastestImportance:Identifies the most effective communication channels for customer engagement and resource allocationEnables data-driven decisions for channel-specific improvements and training needsHelps maintain consistent service quality across all customer touchpointsSupports cost optimization by highlighting underperforming or redundant channelsTo access Channels Reporting, navigate to Analytics for the main dashboard menu. You can find it under the conversations section​Key metrics include Inflow By Channels Across Time​​Shows the volume of incoming customer communications across different channels (chat, email, social) over specific time periods. Helps identify peak communication periods and trending channels, enabling better staff scheduling and resource allocation.Channel Distributions Over PrioritiesSee how different priority levels of customer inquiries are distributed across various communication channels. Helps understand which channels handle more urgent matters, allowing for better routing strategies and response protocols.Inbox ActivitiesGet the inside scoop on how your agents are handling messages across all your email inboxes. Track response times and see workflow efficiency to spot any bottlenecks that might be slowing down the service process.Now that you have understood all channel analytics, let's dive deeper into your communication performance.Inbox reporting: Get detailed insights into email inbox performanceTeam Inbox overview: Learn how to optimize your team's collaborative workflow

The dashboard shows you everything from prompt response to how happy customers are with the solutions they receive. It helps you to discover patterns in your support workflow and find ways to make every customer interaction smoother and more satisfying.Importance:Enables data-driven decisions to improve email response strategies and resource allocationIdentifies bottlenecks and inefficiencies in email handling processes to reduce resolution timeHelps maintain consistent service quality by monitoring agent performance and workload balanceTrack your service level agreements and keep customer satisfaction climbing higher every monthTo access Inbox Reporting, navigate to Analytics for the main dashboard menu. You can find it under the Conversations​​Key Metrics​Total ConversationsSee the complete volume of email interactions based on their status that your team handled. This helps you understand support demand and plan efforts efficiently​​Customer SatisfactionTrack what customers really think about your support based on the score. It is the direct line to understanding service quality and finding opportunities to improve customer experience.First Response TimeMonitor how quickly your team sends that crucial first response to customer emails. Fast initial responses show customers you care and maintain those important service level agreements.First Contact ResolvedThis metric shows what percentage of inquiries get resolved by agents, demonstrating your team's ability to provide helpful solutions.Average Replies Per ResolutionDiscover how many email exchanges it typically takes to solve customer problems to help you evaluate communication efficiency.Average Resolution TimeTrack how long it takes to completely resolve customer inquiries from start to finish. It gives you an idea of support efficiency and helps you set realistic expectations.New ContactsSee how many first-time customers are reaching out via email to understand your business growth that might need special attention.Tag Usage AnalysisAnalyze how your team categorizes email conversations using tags to help you spot common issues, track trending topics and improve your knowledge base content.​Tag Usage BreakdownGet a detailed breakdown showing the number and percentage of conversations under each tag category. The visualization helps to understand what types of issues are most common and where to focus for improvement.​Want to learn more about managing tags effectively? Click here to discover how to add and organize tags for better email management​

The customer reporting dashboard combines insights from every touchpoint, whether customers are browsing your website, chatting with your team or booking meetings. You will see engagement patterns, conversion opportunities and how customers interact with your business. Let's go through the list of metrics that help in understanding your customersWhy is customer reporting and analytics is necessary?See when customers are most active and which channels they prefer, so you can be in the right place at the right time with the right resourcesAnalyze visitor behavior to find patterns that lead to conversions of potential in the customer journeyHelps optimize scheduling and meeting efficiency through detailed meeting analyticsTop Metrics Include Contacts​Contacts AddedTrack how many fresh customers are joining within specific time periods. This shows you how well your lead generation is working and helps you understand your business growthNote: More contacts usually mean more opportunities. Contacts Added By SourceVisualize from which channels your new contacts are coming from ( email signups, social media, website forms, chat widgets and more). This is like a mapping of your most successful lead generation channels so that you know where to focus.VisitorsTotal VisitorsMonitor how many unique people are visiting across all channels. This gives you the big idea of your reach and helps you understand whether your campaigns and efforts are successfully driving traffic.Engagement Rate Find oiut what percentage of visitors actually interact with you through chat, messages or other conversation channels. High engagement rates mean your approach are hitting the mark and encouraging people to connect.​​Total VisitorsMonitors the aggregate number of unique contacts accessing across each channel. It provides a that provides visualization into overall reach, website traffic patterns and the effectiveness of campaigns in driving traffic.Top CountriesDiscover which countries your new contacts are coming from to understand your international appeal. It helps you tailor your approach for different regions, plan for various time zones and consider language support needs.​​Top pagesIdentifies the most frequently visited pages on your website to reveal customer interests, potential navigation patterns, and helps optimize your process.Top Referral PageTrack which external websites are sending you the most valuable traffic to help you understand which partnerships or marketing channels are really paying off.​Meeting​​​New MeetingTrack how many fresh meetings with customers you have booked. It is a great indication of sales pipeline activity and shows how interested people are in taking the next step with your businessTime-Based Trend Of MeetingAnalyze when customers prefer to have a meeting by hour, day, week or month. It helps you to uncover peak meeting times to optimize your availability and make scheduling easier

Omni24’s Knowledge Base Search Analytics reveals data about what your customers are looking for. You will get to see which searches succeed and get amazing insights to make your content efficient. This analytics streamlines the roadmap to creating a knowledge base that truly serves customers.Why are these analytics importantWhen searches fail, you will be able to find exactly what content you're missing. It's like customers are telling what to write next!Track which articles are helping people solve problems quickly.Discover what topics are at their peak now so you can prioritize the content that matters most.To access Knowledge Base Search reporting, navigate to Analytics for the main dashboard menu. You can find it under the customer support sectionTop KPIs Included​Total VisitorsSee how many people are visiting your knowledge base and whether that number is growing compared to the last period. This metric helps you understand that your knowledge base is becoming a go-to resource.Note: More visitors usually means more people finding your knowledge base content helpfulTotal SearchesTrack how actively people are using your search feature. Higher search numbers often indicate that customers trust your knowledge base to find the answers they need.Successful SearchesThis is the good news metric, which visualizes how many searches actually led customers to the answers they needed. A high success rate means your content is searchable and truly solves the problems.Failed SearchesEvery failed search in the help center shows exactly what content you need to create or improve. It is a type of direct feedback from customers about what's missing.Total Searches​​Get a visual graph of search activity over time so you can spot patterns in your knowledge base. It helps you identify trends, peak usage times and if new content launches are driving more activity.Successful Terms​This is the list of search terms in your knowledge base that consistently lead customers to helpful answers. learn from what's working to optimize other articles and understand the customers' behavior when seeking help.Failed Terms This is your to-do list where these searches didn't find what customers needed, giving you a clear indication of what content to create next.

The dashboard shows everything you need to know about your email marketing success. Track who's opening your emails, which campaigns are hitting home runs and what matches most with your audience. Let's explore key metrics that help you to analyze: Importance:Facilitates measuring ROI and campaign success by tracking key performance indicatorsHelps identify audience preferences and behavior patterns for better targetingEnables quick optimization of email content and timing based on real-time dataSupports strategic decision-making through historical performance analysis and trendsTo access Email Campaign Reporting, navigate to Analytics for the main dashboard menu. You can find it under the Campaigns section​Metrics Included ​​Total SentThis shows the total number of emails that successfully made it out the door and into inboxes in the form of a campaign. Unique ContactSee how many individuals actually received your email campaign. It gives you the true visualization of your audience reach to understand how effectively your email list is performing.Note: all the duplicate email addresses have been filtered outTidal ReadThe cumulative number of times your email was opened by your customer, including multiple opens from the same recipient. It indicates overall engagement levels and content attractiveness over time.Open RateThe metric shows you the percentage of people who opened your emails compared to how many actually received them. A strong open rate means your efforts are compelling and your audience is excited for itTotal Sent and Unique Contact​Get a graphical view of all your email campaigns sent alongside the number of unique customers who received them. This will make it easy to spot trends and see success or bottlenecks in your email efforts.

Want to know what your customers really think about your service? Your Customer Satisfaction Reporting helps you know how happy people are with your service, which team members are absolutely crushing it. It measures visitor feedback on service quality through post-chat surveys, ratings and comments.Importance:Provides direct insight into customer perception and service effectivenessEnables data-driven decisions for training and process improvementsHelps identify top-performing agents and best practicesFacilitates benchmarking against industry standards and company goalsTo access Customer Satisfaction Reporting, navigate to Analytics for the main dashboard menu. You can find it under the customer support section​Key Metrics Included​NPS ScoreNet Promoter Score measures customer loyalty by asking how likely customers are to recommend your service, ranging from 0-10. It categorizes responses into Promoters (9-10), Passives (7-8), and Detractors (0-6), providing an overall satisfaction benchmark.Ratings This metric displays customer feedback ratings given after service interactions, typically on a scale of 1-5 stars. It provides immediate insight into customer satisfaction levels and helps identify trends in service quality across different interactions and timeframes.NPS PerformanceDive deeper into how your Net Promoter Score changes over time. Track improvements in customer loyalty, see how your service improvements are actually impacting customer advocacy.Ratings PerformanceGet the big picture of how your ratings evolve across different time periods. You can track average ratings, how scores are distributed, which helps you identify what's working well and what needs your attention​Agent Rating TableThis detailed breakdown shows how each team member is performing according to customer feedback. See individual NPS scores and rating distributions to identify support team members who could use some extra training.What's Next? Let's dive deeper into understanding your customersCustomer reporting - Get detailed insights into customer behavior and preferencesCreate email survey  - Create surveys to gather customer satisfaction feedbackCreate chat survey for customer satisfaction report - Build surveys that capture feedback right after conversations

Reporting within Omni24 transforms data points into clear, actionable insights using visual charts and graphs. Instead of guessing how your team is doing, you will have concrete data that helps you optimize your support strategy. Benefits Of Report And AnalyticsImprove your agent’s efficiency by offering them clear and concise information about the issues that need their immediate attention with ways to solve them.Help you discover how your customers feel about your service. This allows you to find out whether they are satisfied with your service desk report or not.Analyze track and monitor the performance of your agents to help them improve their productivity and better understand the workflow​Note: To access the Report and Analytics Overview, navigate to Analytics for the main dashboard menu. ​Getting Started With Report And Analytics​​Unresolved Conversations by StatusSee visually, number conversations are still waiting for resolution, organized by their current status over any time period to ensure nothing falls through the cracks.​Unresolved Conversations by PriorityUnderstand which high-priority issues still need attention as they are managed based on urgency level over timeframes. Note: This metric is Perfect for ensuring your most important customers get a fast response Unresolved Conversations by InboxYou will get a percentage breakdown of unsolved conversations from each inbox over any time to get insights on which inbox emails need extra attention or resources.Want to dive deeper into inbox performance? Click here to explore comprehensive inbox reporting.Incoming Message Flow​You can visualize the flow of conversations coming from all your different channels like email, forms, social media and more. Know more about Customer reportingConversation Distribution Heatmap​​Visualize how conversations are distributed with an intuitive heatmap. Spot your busiest period and plan your staffing to efficiently handle sudden spikes in customer inquiries

SLA (Service Level Agreement) reporting helps you monitor the response time commitments made to your customers. It is your real-time dashboard that shows which agents are achieving their targets and identifies any extra support needed.Importance:Ensures consistent service quality delivery across customer interactionsIdentifies performance gaps and areas needing improvement in agent responsesSupports data-driven decisions for resource allocation and team optimizationFirst Response Time​Target AchievedThis shows how many successful initial responses were achieved compared to previous periods, as every win here means a customer heard effectively.Target BreachesYou can see how many conversations didn't quite meet the first response time target. Do not consider these as failures; they are learning opportunities to understand the reason behind the delays.Time Exceeded You can track the total number of conversations whose first response time has exceeded time compared to previous durations.Average Resolution Time​Target AchievedTrack how many conversations were resolved within your target timeframes. Fast and effective problem-solving will improve customer loyalty.Note: To know more about users reporting, click hereTarget BreachesYou can analyze the total number of conversations whose average resolution time of a target conversation has been breached compared to the previous duration.Time Exceeded Total number of conversations with your team whose average resolution time has exceeded the defined time.SLA Target - Closed​This will show the analysis of SLA targets for agents closing the conversations in terms of conversations breached and achieved over a period of time.SLA Target - Responses​​You can track the analysis of SLA targets for agents responding to your customer conversations in terms of breached versus achieved over a period of time to understand team's closing performanceReady to optimize your SLA strategy? click here  to learn how to set up SLA policies that work for your team

This powerful dashboard shows you the exact usage of your knowledge base by your customers. You can discover which articles are most used by customers and where they are getting stuck to help you create a new topic. Let's explore the knowledge base articles on KPIs in detailImportance:Helps identify and eliminate outdated or ineffective articlesValidates the ROI of knowledge management initiativesSupports continuous refinement of self-service documentation​​​Total VisitorsYou can track how many people are visiting your knowledge base to help you understand whether more customers are discovering your help center over time.Total ViewsYou can track the cumulative number of times customers have accessed your knowledge base pages. High view counts mean your knowledge base is valuable enough.Articles AccessedDiscover the number of articles your customers read during their knowledge base visits. It helps you identify where you might need to create additional content.Click-Through Rate (CTR)Measure what percentage of people actually click on your articles after seeing them in search results in your knowledge base. Note: A strong CTR means your article titles and descriptions are compelling and match what people are looking for.​​Search EffectivenessYou can visualize how well your knowledge base search function helps find the information viewers need.Overall Knowledge Base PerformanceGet a comprehensive score that gives you a clear picture of how effectively your knowledge base is serving your customers in solving their issues.​​Top Performing ArticlesThis will show a list of articles that are getting the most views and attracting the most visitors. It helps you to learn from the data and use it as a reference for future articles.What's Next?Now that you have explored all the analytics, take your knowledge base to the next level. byKnowledge Base overview – Get the complete picture of your self-service strategyCreate and manage articles. – Learn how to create and manage articles that customers actually find helpful.

Ready to see how your chat campaigns are performing? Omni24's Chat Campaign Analytics gives insights to understand what is working best. You will get real-time data on how many people are engaging and converting through chat campaigns. Let's explore different metrics that help you measure:To access Chat campaign reporting:Navigate to Analytics for the main dashboard menu. You can find it under the customer support section​​Key Metrics includedTotal SentTrack how many chat campaigns you have sent out during a specific time period compared to before to see how active your outreach efforts.Unique VisitorsShows the number of new customers visited from the campaign in a period of time compared to the previous duration. Counting each visitor only once, regardless of multiple visitsWant to create your own chat campaign? Click here to learn how to set up engaging chat campaigns that Total replied Discover how many campaign recipients actually responded and engaged with your campaign by starting conversations. High reply rates mean your campaigns are compelling. Total Sent and Unique Visitors​A combination metric showing both the total campaign invitations sent and the number of unique visitors reached, helping measure chat campaign efficiencyTotal RepliesGraph showing the total number of replies received from the visitors who have received the campaign. More about customer reporting. Click here

Ready to celebrate your team's wins and support their growth? The agents' reporting dashboard provides insights into individual agent performance. It tracks real-time agent activities and historical data to help monitor service quality and optimize team productivity.Importance:Enables data-driven decisions for resource allocation and team schedulingIdentifies top performers and areas needing improvement for each agentHelps maintain consistent service quality across the support teamSupports fair performance evaluations based on actual metrics​​Total ResolvedYou can view the total number of issues resolved by the users compared to the previous duration. It helps managers evaluate individual and team completion rates across different time periods.Total Assigned You can see the Total number of assignments to users compared to the previous duration to get a complete reflection of workload distribution, agent capacity and resource utilization.Assigned Vs ResolvedCompares the ratio between tickets assigned and those resolved by agents. This metric reveals efficiency levels, backlog management and potential bottlenecks, leading to identifying agents that might need training.NPS ScoreView each agent's Net Promoter Score through graphical visualization over specific time periods. This shows you the service quality each team member provides as well as areas for improvement.Users Assigned Overtime Explore a visual heatmap showing how conversations are assigned to each agent over time to help you understand peak periods and smarter capacity planning decisions for optimal performance.User Activities Over Time Watch how each user's activity status changes with their assigned conversations with respect to the selected period. It gives an insight into work patterns and team members' engagement with assigned tasks.UserGet a complete performance overview list for every team member, from first response times to resolution times. This 360-degree view helps you understand each agent's strengths and areas where they can improve.

Omni24’s Metric dashboard breaks down all your KPIs so you can understand how quickly you're helping customers, solving their problems and identify any areas of improvement. Let's explore the key metrics that you can analyze to improve your business processTo access Metrics Reporting, navigate to Analytics for the main dashboard menu. You can find it under the Perform section​​Key Metrics it Covers​​​First Response TimeSee how quickly your team sends that first reply to customers. Fast initial responses show customers that you are listening​Average Resolution TimeTrack how long it takes your team to completely solve customer issues compared to helps you understand your team’s efficiency and set realistic expectations.Average Replies Per ResolutionYou can analyze how many back-and-forth messages it typically takes to solve customer problems. Fewer replies usually mean more efficient problem-solving and happier customers.First Response Time TrendsWatch how your team's initial response speed changes over time with easy-to-track graphs. Spot patterns and see how your response times evolve.Avg Resolution Time Over Period​​Visualize how your average issue-solving time fluctuates over selected time periods to help you understand seasonal patterns and take data-driven actionsResponse Time AnalysisGet a detailed breakdown of your first response times for conversations to help you understand not just speed, but consistency in your customer service approach.​​Resolution Time AnalysisSee exactly how long customer issues take to resolve within specific time periods to help you identify the need for streamlined processes or additional training.What's Next? Let's dive deeper into your customer service performance.Inbox reporting – Get detailed insights into your team's communication effectivenessUser reporting  – Understand individual and team performance metrics