Analytics
See how many conversations you have, how many are still open, and how quickly your team first responds.
Where to find it
Open Analytics in the left menu (https://relay.oroe.ai/analytics). It’s a single page that always shows your figures as of right now. There are no date ranges to pick.
The headline numbers
Three cards sit across the top:
| Card | What it counts |
|---|---|
| Open Conversations | Email conversations and Messenger conversations whose status is still open |
| Avg First Response | How long, on average, it takes your team to send the first reply to a new email conversation |
| Total Conversations | Every email and Messenger conversation, across all channels |
Good to know Avg First Response is worked out from email conversations only. Messenger replies don’t count towards it yet.
Open conversations only go down when someone changes their status. Setting a conversation to Resolved or Closed when you’re done keeps this number honest. See Work the inbox for how.
Conversations by Channel
This section splits your conversations between Email and Messenger, so you can see where your customers prefer to reach you.
Recent Activity
The ten conversations with the latest messages across both channels, with their channel and status. It’s a quick way to spot what’s just come in. If nothing has happened yet, you’ll see No recent activity.