In this article, you will learn how the conversations report work in order to understand the volume of chats and messages your team is handling with.
Filters
Customers under the Plus Plan can apply filters by date, agent, team, and channel. In the filters per date, it's possible to filter the following period of times:
- Today
- Yesterday
- Last 7 days
- Last 30 days
- This month
- Last month
- Custom date
Therefore, it's possible to analyze the reports depending on the period you need, and to break down the data per hour for filters applied in a single day.
Active conversations
An active conversation refers to any chat where at least one message was sent or received on a given day. This means the conversation was engaged with during that day, making it “active”.
For example, if a customer sends a message on Monday and your team replies on the same day, that counts as one active conversation for that day. If there’s another message in the next day, it will count as a new active conversation - now, on Tuesday.
Active conversations give you a relevant data of the number of conversations your team needs to handle in a daily basis because it also considers chats created in the past. Therefore, it's a great metric to know exactly how many conversations your team is handling!
New conversations
A new conversation in Callbell is created when a chat is initiated for the first time - either by the customer (inbound) or by a team member (outbound). It is only counted once per conversation, regardless of how many messages are exchanged afterward.
Active and conversations report are break down per channel, so you can know exactly the source of conversations you handle in Callbell. In order to filter channels, you can simply click on the channel you want to hide.
Peak times
Callbell offers two Peak Time Reports displayed as heatmap charts to help you visualize activity patterns across different days and hours. Brighter or more intense areas on the heatmap indicate higher activity.
Note: When selecting a date range longer than 7 days for the Heatmap Times chart, the values shown represent the sum of all days included. To ensure accurate comparisons, make sure your selected time periods include the same number of each weekday. For example, comparing a range with 2 Mondays and 3 Tuesdays might make it look like Tuesdays always have more messages, when in reality this difference comes only from having more Tuesdays in the range.
Inbound messages heatmap
This heatmap shows when your customers are most active, based solely on inbound messages.
Helps identify the hours and days your clients tend to reach out.
Useful for optimizing staffing and response times.
Outbound messages heatmap
This heatmap displays when your team is actively sending messages, based on outbound messages only.
Lets you track your team’s messaging patterns.
Can be filtered by agent or team to see individual or group working hours.
Helps assess if your team’s activity aligns with client demand.
Important: The heatmap only includes messages sent by agents. Messages sent through automations or broadcast campaigns are not included in the report.
Messages sent & received
The Messages Sent & Received report provides an overview of your team’s messaging activity over time. It breaks down the total number of messages exchanged each day, distinguishing between messages sent and received. This allows you to quickly spot engagement trends, daily volume fluctuations, and periods of higher or lower interaction.
Tags
The Tags Report provides an overview of the top 10 most frequently used tags based on when each tag was applied. It tracks only tag additions, meaning that any tags that were later removed do not influence the results. This ensures the report reflects the original tagging activity rather than ongoing changes. To view detailed data on all tags beyond the top 10, it's possible to export the report in CSV format.
Conversations report
This table provides a summary of all conversation metrics, broken down by channel and respecting any filters applied (such as date range, team, or agent). It includes key data like new conversations, active conversations, and message volume.
Like any other report, you can export this table to analyze the data further in tools like Excel or Google Sheets.