# Analytics

## Dashboards

Metrics will help you understand the messaging performance, if the strategies are achieving your business goals.

Syntphony Messaging Business Tool provides built-in Dashboards with key metrics so you can gather information and insights that can add value to your business. In this chapter, you’ll learn about the key metrics and charts displayed in the latest Dashboard section.

At a glance, you'll see:

* How many messages you've sent and received
* How customers are responding to your messages
* Which campaigns are working best
* How happy your customers are with your service
* Which features you're using most

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Everything updates in real-time, so you always know what's happening.
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It provides insights into how past interactions were managed, including those that required handovers to human agents. The analysis is rich with statistics that include:

These insights provide a comprehensive overview, enabling you to identify trends and areas for improvement.

## Message history

This section lets you review and analyze previous customer interactions. The list of past conversations shows user ID, source channel, status, satisfaction score, and date. Use the master filters to sort conversations by channel or date.  

### Conversation context

<figure><img src="https://4008706377-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fn6zS4HeuuVpRHZEvDiFU%2Fuploads%2FgD0j5WqC7vRl2EVSCBKw%2Fimage.png?alt=media&#x26;token=f6f39066-3c46-4ae8-8c5e-d3505de36f2d" alt=""><figcaption><p>Conversation detail</p></figcaption></figure>

Click one of the bars to view a pop-up displaying conversation history and other details, including handover to live agents.

### Statistics

<figure><img src="https://4008706377-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fn6zS4HeuuVpRHZEvDiFU%2Fuploads%2FJdQj7lo2Ew512xCpYNpP%2Fimage.png?alt=media&#x26;token=ff832226-43b2-49a4-8653-00c0b30a7eb5" alt=""><figcaption></figcaption></figure>

To view more details about the conversations, click the `Statistics` button on the right up corner to open the pop-up displaying key metrics.

<table><thead><tr><th width="253.00006103515625">Metric</th><th width="488">Description</th><th></th></tr></thead><tbody><tr><td><strong>Total Conversations</strong></td><td>The complete volume of interactions over a specified period.</td><td></td></tr><tr><td><strong>Resolution Rates</strong></td><td>The effectiveness of interactions in resolving customer issues.</td><td></td></tr><tr><td><strong>Customer Satisfaction Scores</strong></td><td>Shows the user satisfaction ratings.</td><td></td></tr><tr><td><strong>Handover Rates</strong></td><td>The frequency at which conversations are escalated to human agents.</td><td></td></tr><tr><td><strong>Platform Distribution</strong></td><td>Track how different communication channels are utilized (e.g., SCAI, WhatsApp, Salesforce, Web, APIs, etc.)</td><td></td></tr></tbody></table>

## Reports

The platform also offers the capability to generate detailed reports, which can be obtained from the Analytics sections. These reports provide valuable insights and metrics that can help in strategic decision-making.

### Export and download&#x20;

Click the Export option in the top right corner of each Analytics page. The file will be exported following the selected filters on the header.

Once generated, these reports can be downloaded for offline analysis or archiving. This functionality ensures that you have easy access to critical insights and data at your fingertips, enabling data-driven decisions and strategic planning.

To facilitate further analysis or reporting, you have the option to download the data in various formats. The available formats are CSV, PDF, and Excel. You can also customize your downloads by applying master filters to extract only the relevant data you need. This ensures that your exports are tailored to your specific requirements for better analysis or sharing with stakeholders.