Product Analytics
The numbers a phone can never give you.
First response time, how many conversations went unanswered past 24 hours, volume by line, load by agent, busiest hours. The difference between managing the channel and hoping about it.
- 1A week of traffic across the team
- 2First-response time, trending down
- 3Who answered what
- 4The two chats nobody has closed
Why it exists
The first number that stings
Almost every team that moves off a personal phone discovers the same thing in week one: the count of conversations that were never answered at all. Not answered slowly — never answered. It is invisible on a phone because there is nothing to compare inbound against.
That single number tends to justify the whole exercise, and it keeps working afterwards as the thing you manage against.
What you get
In the product today.
First response time
How long customers wait for a human, per line and per agent, over any period you choose.
Unanswered after 24 hours
The count nobody running WhatsApp off a phone can produce, and usually the one that changes behaviour fastest.
Volume by number
Which line is drowning and which is quiet — the basis for deciding where the next hire goes.
Load per agent
Conversations handled, tickets open, resolution times. Useful for capacity, and for defending it.
Busiest hours
When your customers actually message, so coverage matches demand rather than office hours.
Exports
Chats, messages, tickets and metrics to CSV. Your record, in a format you can take anywhere.
When you would use it
Situations this is for
- Your manager asks how fast the team replies and nobody can answer.
- You suspect one line is drowning while another is idle.
- You need to justify another hire with something other than a feeling.
Questions
Analytics — questions
Does reporting cover history from before we connected?
Your synced history is searchable immediately, and analytics become meaningful from the point conversations flow through Touchpoint, since that is when both sides get timestamped consistently.
Which plan includes analytics?
Pro, along with tickets, automation rules and AI summaries.
Can I get the raw data out?
Yes. Everything exports to CSV. We do not think your operating record should be hostage to staying subscribed.
Where do the numbers come from?
Your live inbox. There is nothing to instrument and no tag to install — the figures are computed from the messages, tickets and assignments already flowing through Touchpoint.
Can I see performance per agent?
Yes: replies handled, conversations each person started, average resolution time and how long customers waited on them. It is there to size a team and defend a hire, and it reads the same way to the person being measured as to their manager.
Is it real-time?
It is computed when you ask for it, off the current data. There is no nightly export to wait for and no window where this morning is missing.
Do private chats show up in the numbers?
No. A conversation somebody marked private is not workspace activity, so it is subtracted from every count here — and so is a group the app has asked about but whose owner has not answered yet. A private chat does not quietly become a figure on a dashboard.
Stop running your best channel off a phone in a drawer.
Connect your first number in five minutes. Keep the number, keep the history, and finally see the whole thing.
No credit card required.