Dashboard Metrics Explained

HelpKit Dashboard Metrics Explained

The Analytics dashboard gives you a real-time and historical view of your business's WhatsApp performance. Here's what every metric means.

Overview Cards (Top of Dashboard)

| Metric | Definition | |--------|------------| | Total Conversations | All conversations in the selected period | | Open | Currently active, unresolved conversations | | Resolved | Conversations marked as done | | Avg First Response Time | Average time from customer message to first agent reply | | Avg Resolution Time | Average time from conversation start to resolution | | CSAT Score | Average customer satisfaction rating (if enabled) |

Conversation Trend Chart

The line chart shows daily conversation volume. Look for:

•Spikes — May indicate a product issue, campaign response, or viral moment

•Dips — Check if this aligns with holidays or reduced marketing spend

•Trend — Week-over-week growth indicates healthy engagement

Channel Breakdown

If you have multiple connected channels (WhatsApp, web widget, email), the pie chart shows conversation volume by channel.

Top Performing Agents

Leaderboard showing agents ranked by:

•Conversations resolved

•Average response time

•CSAT score

Conversation Heatmap

The heatmap shows which days and hours have the most activity. Use this to:

•Staff your team optimally (more agents at peak hours)

•Schedule campaigns to match peak engagement windows

Response Time Distribution

A histogram showing how many conversations were first-responded-to within:

•Under 1 minute

•1-5 minutes

•5-15 minutes

•15-60 minutes

•Over 1 hour

Filtering Data

•Date Range: Today, last 7 days, last 30 days, custom range

•Team: Filter by team or individual agent

•Channel: Filter by WhatsApp, widget, or other channels

•Tag: Filter by contact tag (e.g., show only "VIP" conversations)