> ## Documentation Index
> Fetch the complete documentation index at: https://docs.soneka.africa/llms.txt
> Use this file to discover all available pages before exploring further.

# Analytics

> Workspace-wide dashboard for message volume, conversion funnels, team performance, and campaign ROI.

The **Analytics** dashboard is your single view into how well your WhatsApp operation is running — what's being sent, who's engaging, which agents are pulling their weight, and which campaigns are actually converting.

<Info>
  Analytics is scoped to a single workspace. Users need the **Manager** role (or higher) to open it. Owners can grant read-only access to any custom role from **Settings → Team → Roles**.
</Info>

## Where to find it

**Sidebar → Analytics**. Everything is filterable by:

* **Date range** — Today, Yesterday, Last 7 / 30 / 90 days, or a custom range.
* **Device (channel)** — useful when a workspace has more than one connected number.
* **Agent** — filter team-performance panels down to a single person.
* **Tag** or **campaign** — available on the panels where it makes sense.

## The KPI strip

The top of the page shows five headline numbers for the selected window, each with its own delta versus the previous period:

| KPI                      | What it means                                                    |
| ------------------------ | ---------------------------------------------------------------- |
| **Messages sent**        | Outbound messages across chats, campaigns, flows, and templates. |
| **Messages received**    | Inbound messages from contacts.                                  |
| **New contacts**         | Contacts created for the first time.                             |
| **Conversations opened** | Unique conversations with at least one outbound message.         |
| **Response rate**        | Share of contact messages answered within your workspace SLA.    |

<Tip>
  Counts are **engine-aware**. On the Cloud API, "messages sent" reflects Meta's billed conversations; on Twilio and the Unofficial API, it counts raw messages. Both are labelled where they appear so you can compare like with like.
</Tip>

## The panels

### 1. Message volume

A time-series chart of sent vs received messages, broken down by hour or day depending on the range. Hover any bar for the exact split. Use this to spot outages, unusual quiet periods, or spikes tied to a campaign.

### 2. Delivery funnel

Stages: **Sent → Delivered → Read → Replied**. Each step shows the count and the drop-off percentage. If **Delivered** is much lower than **Sent**, it usually means the sender is rate-limited or hitting bad numbers; if **Read** is high but **Replied** is low, your copy or timing may need work.

### 3. Activity heatmap

A 7 × 24 grid showing when your contacts message you. Darker cells = more inbound activity. Use it to plan agent shifts and to schedule broadcasts for when contacts are already engaged.

### 4. Team performance

One row per agent, with:

* **Conversations handled**
* **First-response time (avg / median)**
* **Resolution time (avg / median)**
* **CSAT** (if the survey flow is enabled)
* **Messages sent**

Sortable by any column. Managers can click into an agent to see their conversation list for the period.

### 5. Campaign & broadcast performance

One row per campaign or broadcast in the range. Columns:

| Column                                | Description                                                             |
| ------------------------------------- | ----------------------------------------------------------------------- |
| **Name**                              | Campaign or broadcast title.                                            |
| **Sent / Delivered / Read / Replied** | Absolute counts.                                                        |
| **CTR**                               | Click-through rate on trackable links inside the message.               |
| **Conversions**                       | Contacts who reached a goal step in the linked flow.                    |
| **Cost**                              | Meta conversation charges (Cloud API) or Twilio spend, when configured. |

### 6. Flow analytics

For each published flow, see:

* **Entries** — how many contacts triggered it.
* **Completions** — how many reached an end node.
* **Drop-off by node** — which step is losing people (click a bar to open that node in the builder).

### 7. AI usage

When the AI Suite is enabled: prompts run, tokens consumed, AI-handled vs escalated conversations, and AI Call Assistant minutes. Useful for reconciling your model provider bill.

## Exporting

Every panel has an **Export** menu:

* **CSV** — raw rows for the current filter.
* **PNG** — the chart image, for slides.
* **Scheduled report** — email a snapshot of the whole dashboard daily, weekly, or monthly to any address (**Analytics → Reports → New**).

## Data retention

| Data                                | Retention on default plan |
| ----------------------------------- | ------------------------- |
| Aggregated KPIs and charts          | 24 months                 |
| Per-message rows in Message History | 12 months                 |
| Call recordings and transcripts     | 6 months                  |

Admins can extend retention on the plan settings if the underlying object storage allows it.

## Troubleshooting

<Warning>
  **Numbers don't match my campaign send.** Analytics counts unique messages, so a template with a header + body + button is one message here, not three. It also excludes drafts and test sends.
</Warning>

<Warning>
  **Team performance rows are empty.** Agents only show up once they've handled at least one conversation in the range. Change the range or filter.
</Warning>

## Related

* [Team Inbox](/features/team-inbox) — where the conversation and SLA data comes from.
* [Broadcasts](/features/broadcasts) — the campaigns measured on the campaign panel.
* [Meta Ads](/features/meta-ads) — attribute Click-to-WhatsApp campaign spend against conversations.