Conversation (Advanced) Analytics gives you a complete view of how conversations flow across your channels. You can track volume trends, reply behavior, business-hours coverage, and team workload patterns — all in one dashboard.
This page is designed for admins, supervisors, and marketing teams who need deeper visibility and want to diagnose performance across WhatsApp, Instagram, SMS, and other channels.
What you can learn from Conversation (Advanced) Dashboard
Pain points this helps you solve
- Spot workload fluctuations quickly: No visibility into volume spikes or daily/weekly workload patterns
- Assess how healthy your conversations are: Hard to evaluate conversation health (responded vs unresponded)
- Understand which channels matter most: No unified view of channel contribution
- See when customers are reaching out: Limited understanding of activity inside and outside business hours
- Filter insights based on your team structure: Difficult to isolate insights based on team structure, owners, collaborators, or labels
Common use cases
- Analyze overall conversation demand: Diagnose conversation load and reply behavior
- Compare channel performance: Identify which channels generate the most conversations
- Reduce response delays and SLA risks: Detect SLA risks caused by unreplied conversations
- Match staffing to customer activity: Evaluate operational coverage during and outside business hours
- Make informed resourcing and automation decisions: Support staffing plans, automation strategy, and channel allocation decisions
Accessing the Conversation (Advanced) Dashboard
You can follow the steps below to access the “Conversation (Advanced) Dashboard”:
- Click on the
icon in the left navigation bar - On the left-sided panel, click on “Conversation (Advanced)
- You will be redirected to the “Conversation (Advanced)” Dashboard
Conversation (Advanced) Analytics overview
In the “Conversation (Advanced) Analytics Dashboard, you will see different sections, including:
- Tool bar
- KPI metric cards
- Active conversations overview
- Conversations within and outside working hours
- Conversations open heatmap
- Conversations closed heatmap
- Responded conversations - With and without human
- Active conversations vs. Responded conversations
In the sections below, we will be introducing different sections and the definitions of different metrics available on the “Conversation (Advanced) Analytics Dashboard"
Tool bar
The tool bar at the top of the dashboard helps you control the data you see. Use it to adjust your time range, comparison mode, grouping interval, business hours, and filters. All components on the page will update based on your selections.
Date range
Click on the “Date range” picker to choose the time period you want to analyze.
The date picker lets you choose the time period you want to analyze.
- Select a preset such as Today, Last 7 days, Last 30 days, or longer presets depending on your needs.
- Enter a custom date range (up to 180 days).
- Click on the “Compare previous period” checkbox to compare your selected period with the previous equivalent period.
- Once the filters are applied, they will update the data shown in the “Conversation (Advanced) Analytics Dashboard immediately
Note: Comparison does not apply to some chart types. A callout will appear when comparison is unavailable.
Group By
Choose how time-series charts are grouped. Here are the options available:
- Days
- Weeks
- Months
This setting applies to all time-based charts on the dashboard, helping you spot short-term vs. long-term trends more easily.
Working hours
Apply your company’s working hours to understand when conversations happen in relation to your team’s availability.
- Select Applied working hours to segment conversations into within working hours and outside working hours.
- Select “Not applied” if you prefer to view raw conversation volume without time-of-day segmentation.
You can follow the steps in this Help Center article to configure your workspace’s working hours.
Filters
Use filters to refine your analysis by team ownership, channel, or reply source. The dashboard will update instantly as filters are applied.
Filter |
What it means |
Assigned team |
Shows conversations handled by specific team(s) in your workspace. Use this to compare workload or performance across teams. |
Channel |
Filters conversations by the messaging channel they occurred on (e.g., WhatsApp, Instagram, SMS, Live Chat). |
Contact owner |
Includes conversations owned by selected contact owners. Useful for evaluating workload distribution across owners. |
Collaborator |
Shows conversations where selected users participated as collaborators. Helpful for cross-team or shared handling analysis. |
Replied by |
Filters conversations based on who or what sent the first reply — Human, AI, or API/automation. |
Label |
Shows conversations tagged with specific contact labels (e.g., Hot Lead, VIP, New Customer). Ideal for segmenting by business categories. |
How filter logic works
Filters follow two simple rules that determine how results are combined:
-
“OR” logic (within the same filter type)
- When you select multiple values inside a single filter, the dashboard shows conversations that match any of those values.
- Example: If you select “WhatsApp” and “Instagram” under Channel, the dashboard will show WhatsApp conversations OR Instagram conversations
- This is useful when you want to group similar values together.
-
AND logic (across different filter types)
- When you apply filters from different categories, the dashboard shows only conversations that meet all selected conditions at the same time.
- Example: You have selected the following filters:
- Channel = WhatsApp
- Assigned team = Support
- Replied by = AI
- The dashboard will show conversations that are:
- WhatsApp AND handled by Support AND first replied by AI
- This helps you drill into very specific scenarios.
Interacting with filters
In the filter section, you can:
-
Add filters
- In the tool bar, click “Add filter”
- Select one or more value from the dropdown menu
- Once at least one filter is selected, an “Apply filters” button will appear
- Click “Apply filters” to update the dashboard with your selected criteria
-
Clear filters
- To remove a single filter, click the filter pill at the top and click “Clear” from the dropdown menu
- To remove all filters at once, click “Reset” in the tool bar
- To remove a single filter, click the filter pill at the top and click “Clear” from the dropdown menu
Interacting with charts
All charts on the Conversation (Advanced) dashboard support the same basic interactions:
- Hover over any data point to view detailed values.
- Show or hide segments by clicking items in the legend.
- Zoom into specific insights by adjusting the date range, filters, Group by option, or working hours in the tool bar.
- Comparison mode (when enabled) overlays previous-period data directly onto supported charts.
These interactions help you explore the data more deeply without needing to leave the dashboard.
KPI metric cards
The KPI cards at the top of the dashboard give you a quick overview of your conversation performance during the selected time range. Use these metrics to understand workload, reply behavior, and the balance between inbound and outbound conversations.
Active conversations
This card highlights your overall conversation volume for the selected date range. It helps you understand how many conversations were active on a given calendar day and gives you a quick sense of daily workload and customer engagement.
Metric |
Definition |
Active conversations |
The number of conversations with at least one incoming message or one successfully sent outbound message during the calendar day. |
How this chart helps you
- Shows your total daily conversation load
- Helps identify spikes in customer activity
- Useful for staffing and coverage planning
Example:
If you notice that Active conversations rise sharply at the start of the week, it may indicate that customers tend to reach out after weekends. This can help you plan for increased agent coverage during those times.
Inbound and outbound conversations
This card shows how conversations are initiated — whether customers start the conversation or your team reaches out first.
Metric |
Definition |
| Inbound | The number of active conversations initiated by the contact within the calendar day. |
| Outbound | The number of active conversations initiated by your business within the calendar day (i.e., where the first message was sent by your team). |
How this chart helps you
- Reveals the balance between reactive vs proactive communication
- Helps teams understand shifts in customer demand or outreach activity
- Useful for planning campaigns or operational workload
Example:
If outbound conversations increase during a campaign but inbound conversations don’t change much, it may suggest that your outreach is not generating enough customer engagement.
Unresponded and responded conversations
This card helps you quickly assess responsiveness by showing how many conversations received a reply and how many did not.
Metric |
Definition |
| Responded | The number of active conversations with an incoming message where your business responded on that calendar day. |
| Unresponded | The number of active conversations with an incoming message but no response from your business on that calendar day. |
How this chart helps you
- Highlights potential SLA risks or coverage gaps
- Helps identify where follow-up processes or automation may be needed
- Useful for monitoring team performance and service quality
Example:
If unresponded conversations consistently appear during certain hours of the day, it could signal that your team is understaffed at that time or that automated replies should be enabled to cover those gaps.
Active conversations overview
The “Active conversations overview” chart helps you understand how your conversation volume changes over time and how those conversations break down across different dimensions. This view is useful for spotting trends, identifying busy periods, and understanding where conversations are coming from.
The chart can be grouped by days, weeks, or months, depending on your selected “Group by” option in the toolbar.
This chart displays the total number of active conversations for each interval in your selected date range, with breakdowns that help you analyze where activity is coming from.
Metric |
Definition |
| Active conversations | The number of conversations with at least one incoming message or one successfully sent outbound message during the calendar day. |
Depending on your filters and breakdown selections, the chart can show:
- Active conversations by channel
- Active conversations by inbound or outbound
- Active conversations by responded or unresponded
How this chart helps you
- Helps you identify conversation trends over time, such as peaks, slow periods, or seasonality.
- Reveals which channels contribute the most to your messaging load.
- Helps you detect imbalances (e.g., high inbound volume with low response rates).
- Supports forecasting, staffing decisions, and operational planning.
- Useful for diagnosing campaign impact, support surges, or changes in customer behavior.
Example:
If you see a pattern where inbound activity increases but responses stay flat, it may indicate that your team is unable to keep up with demand, leading to potential backlog or slower response times.
Conversations within and outside working hours
The “Conversations within and outside working hours” chart shows when customers are initiating conversations in relation to your company’s defined working hours. This helps you understand whether most customer activity happens while your team is online or during off-hours.
This chart only appears when working hours are configured in Company details under the “Settings” page. You can follow the steps in this Help Center article to configure your workspace’s working hours.
Metric |
Definition |
| Within working hours | The number of active conversations initiated by the contact during your company’s defined working hours. |
| Outside working hours | The number of active conversations initiated by the contact outside your company’s defined working hours. |
Example:
If most conversations are initiated outside of your defined working hours, customers may be waiting longer than expected for replies. You may want to adjust working hours or set up after-hours automation.
Conversations opened and closed heatmaps
The “Conversations opened and closed heatmaps” help you visualize when conversations begin and when they are resolved throughout the week. By showing activity by hour and weekday, these heatmaps highlight your busiest times and reveal potential gaps in coverage or delays in handling conversations.
Each heatmap highlights the volume of conversation activity by hour of the day and day of the week. Darker colors indicate higher activity levels.
Metric |
Definition |
| Conversations opened | The number of conversations marked as “Open” during the selected period, displayed by the hour they were opened. |
| Conversation closed | The number of conversations marked as “Closed” during the selected period, displayed by the hour they were closed |
You can view the opened and closed heatmaps together to compare when conversations begin and when they are resolved.
How this chart helps you
- Identify the busiest hours and days for new conversation inflow.
- Compare when conversations open vs. when they close to understand handling efficiency.
- Spot delays or bottlenecks by observing gaps between open and close activity patterns.
- Support staffing decisions by revealing peak periods requiring more coverage.
- Understand weekly or seasonal patterns in customer behavior.
Example:
If many conversations open earlier in the day but tend to close much later, it may suggest long handling times or bottlenecks in workload distribution across your team.
Responded conversations - With and without human
The “Responded conversations - With and without human” chart shows how conversations were replied to during the selected period. It breaks down responded conversations by the source of the reply, helping you understand how much work is handled by human agents versus automation or AI.
The chart displays the total number of responded conversations, segmented by the type of responder. This helps you evaluate how conversations are being handled across your team and automated systems.
Metric |
Definition |
| Responded conversations | The number of conversations that received at least one reply during the selected period, broken down by who sent the replies (human agent, AI agent, Flow Builder automation, or API-based automation) |
Common reply sources shown in the chart include:
- Human: Replies sent by a team member
- AI agent: Replies sent by your AI conversation agent
- Flow Builder: Automated replies triggered by a flow
- Automation: Replies sent by external automations or integrations
- Hybrid: Conversations containing replies from more than one source (e.g., human agents, AI, or automations).
How this chart helps you
- Helps you understand how much workload is being handled by humans versus automation.
- Shows whether AI or Flow Builder is reducing response load effectively.
- Helps identify opportunities to automate repetitive conversations.
- Useful for analyzing team performance, AI adoption, and automation impact.
- Reveals shifts in response behavior over time, especially during peak periods.
Example:
If automated or AI responses increase during busy periods, this may indicate that automation is successfully helping your team manage heavy workload — or that additional automation could further improve response times.
Active conversations vs. Responded conversations
The “Active conversations vs. Responded conversations” chart compares overall conversation activity with how many of those conversations received a reply. This helps you understand whether your team, AI agent, or automations are keeping up with the volume of incoming conversations during the selected period.
The chart displays two key metrics over time:
- Active conversations – Conversations with any message activity (incoming or outbound)
- Responded conversations – Conversations that received at least one reply from your team, your AI agent, or your automations
Metric |
Definition |
| Active conversations | The number of conversations with any incoming message or successfully sent outbound message during the selected period. |
| Responded conversations | The number of conversations that received at least one reply from your team, AI agent, or automations during the selected period. |
How this chart helps you
- Quickly shows whether your team is responding to conversations at the same pace they are arriving.
- Helps identify backlog risks when active volumes rise faster than responded volumes.
- Highlights reply performance during peak periods or campaigns.
- Useful for diagnosing workflow gaps, coverage issues, or areas where automation may help.
- Helps track improvements or declines in responsiveness over time.
The relationship between these two metrics provides a high-level view of how effectively conversations are being handled relative to demand.
Example:
If active conversations steadily increase while responded conversations don’t follow the same trend, it may signal a growing backlog and the need to revisit staffing, routing, or automation.
Data refresh
SleekFlow updates your Conversation Analytics data three times a day to ensure you’re viewing the most recent insights. The latest data refresh timestamp is shown at the top left corner of the dashboard.
SleekFlow updates your Conversation Analytics data once per day, typically around midnight (server local time). The Last updated timestamp at the top of the dashboard shows the exact time of the most recent successful refresh and indicates up to which point your data is complete.
Because server location may differ from your company’s timezone, always rely on the on-screen timestamp as the most accurate indicator of data freshness.
To check your server location:
After signing in, hover your mouse pointer over the SleekFlow logo at the top left corner. You will see the name of the server that is hosting your account.
Exporting “Conversation (Advanced) Analytics Dashboard”
You can export the data from the Conversation (Advanced) Analytics dashboard at any time to analyze it outside SleekFlow or share it with your team. Exports reflect the exact filters and settings you have applied, making it easy to generate customized reports.
You can follow the steps below to export your “Conversation (Advanced) Analytics” data:
- In the “Conversation (Advanced) Analytics Dashboard”, apply any date ranges, filters, Group by settings, or working hours as needed
- Click “Export .CSV” button at the top right corner
- Your .CSV file will begin downloading automatically
When you export the dashboard:
- Data is downloaded as a CSV file.
- The export includes your selected date range, Group by setting, working hours setting, and all applied filters (e.g., channels, teams, contact owners, labels).
- The file name is automatically generated based on the dashboard and date to help you keep reports organized.
Note: Comparison data is not included in exports.