Conversation analytics
Updated August 24, 2026
Conversation analytics turns your Inbox activity into numbers. Use it to plan staffing, to spot a channel nobody is watching, and to review service levels with a team.
Before you start
- Messaging access on at least one team, or account ownership.
- At least one channel connected at Settings → Channels. See Channels.
- The figures cover conversations belonging to the teams you are in. Users with full Settings access and the account owner see the whole account.
Where to find it
Messaging → Analytics, or go to https://app.pluspoint.io/messaging/analytics.
Set up the view
- Select Filters.
- Choose the Channels to include. Every incoming channel you can access starts selected, plus Archived for conversations whose channel has been deleted. At least one must stay selected. Disconnected channels are still available to select.
- Set the Timeframe.
- Choose Group by — Day, Week, Month (the default) or Year. This sets the buckets on the trend chart.
- Select Apply filters.
Dates are bucketed in your browser’s timezone, so a colleague in another country may see a boundary day differently.
There is no location filter here: channels belong to teams, and so do their conversations.
What the tiles mean
Each tile shows a figure and, where noted, how it changed against the immediately preceding period of the same length. For Response time (hours) and Resolution time (hours) the change is inverted, so a fall is shown as an improvement.
| Tile | What it counts | Compared to the previous period |
|---|---|---|
| New conversations | Conversations created inside the timeframe | Yes |
| Resolved conversations | Conversations resolved inside the timeframe, whenever they were created | Yes |
| Open conversations | Conversations open right now. Not limited by the timeframe | No |
| Unassigned conversations | Conversations open right now with neither a user nor a Pulse AI agent on them. Not limited by the timeframe | No |
| Response time (hours) | Average time from a conversation being created to your first outgoing message, over conversations created in the timeframe, to two decimal places | Yes, inverted |
| Resolution time (hours) | Average time from creation to resolution, over conversations resolved in the timeframe, to two decimal places | Yes, inverted |
| Messages per conversation | Average number of messages per conversation created in the timeframe, rounded | Yes |
| Resolution rate | Resolved conversations divided by New conversations, as a whole percentage | Yes |
Two details change how you read these:
- Live chat conversations answered in under a minute are left out of Response time (hours), so automated openers do not flatter the average.
- Internal notes are not counted in Messages per conversation — it measures the exchange with the customer.
Resolved conversations counts by resolution date, while New conversations counts by creation date. That is why Resolution rate can exceed 100% in a period where you cleared a backlog.
Channels breakdown
Channels breakdown splits new conversations by channel type — Archived, Instagram, Messenger, WhatsApp Business, WhatsApp, SMS and Live-chat — not by the individual channel names you gave them.
Conversations trend
Conversations trend shows new conversations per bucket, split by channel type, using the Group by setting.
Performance table
The Conversations table breaks the same period down by whoever handled the work. Pulse AI agents appear as rows here alongside people.
| Column | Definition |
|---|---|
| Assigned to | The person’s full name, or the Pulse AI agent’s name |
| Conversations handled | Every conversation they were involved in: assigned to them at any point, unassigned from them, or resolved by them. One conversation can count for several people. Moving a conversation between teams does not on its own count as handling it |
| Average handle time (hours) | Mean time they owned a conversation: from the moment it was assigned to them until it was reassigned, moved to another team, or resolved, whichever came first |
| Resolved conversations | Conversations they resolved |
| Resolution rate | Resolved conversations divided by Conversations handled, as a whole percentage |
Export the table with Export as CSV or Export as Excel.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| The dashboard is emptier than you expect | The timeframe or channel selection is too narrow, or you only see your own teams’ conversations | Widen Timeframe, select every channel, and ask an admin with full Settings access to check the account-wide figures |
| Response times look faster than reality | Live chat replies under one minute are excluded, and the first outgoing message can be a Pulse AI reply rather than a person’s | Compare with Average handle time (hours) in the performance table |
| Figures disagree with a colleague’s screen | Buckets follow each viewer’s browser timezone, and team scope differs per user | Compare with the same timeframe and grouping, and check you are looking at the same teams |
| Analytics is greyed out in the sidebar | The subscription has expired, or the account is over its location or user allowance | Review Billing and plans |