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Analytics and performance reporting

6 min read

Two screens, two questions. Analytics asks how the messaging is doing; Performance asks how the team is doing.

The Analytics screen in Pingly, showing message volume, delivery and conversation charts over time.
Analytics: the workspace overview, with conversation and message volume below.

Analytics

The cards across the top, over the period you choose (7, 30 or 90 days):

CardWhat it tells youWatch for
Total ConversationsHow many chats happened, with the share resolved.Resolved share falling means the queue is growing.
Messages SentOutbound volume.Climbing while Messages Received stays flat — you are broadcasting, not conversing.
Messages ReceivedInbound volume. The healthier number of the two.
Broadcast Delivery RateHow much of your campaign traffic arrived.Below about 90% usually means a list problem, not a Pingly one.
Avg Ticket ResolutionHow long tickets take to close.
CSAT ScoreSatisfaction, where you collect it.Blank until ratings come in.
New ContactsPeople who arrived in the period.
Leads GeneratedLeads created in the period.
SLA BreachesConversations that missed their deadline.Anything above zero is worth a look.

Below the cards are Conversation Volume, Message Volumeand Channels charts, and an Export button.

Performance

The Performance screen in Pingly, comparing team members by conversations handled and response times.
Team Performance: the workspace totals, then a row per person.

Pick Today, This Week or This Month, and filter to Chat Agents, Sales or Managers. Each person gets a row:

ColumnWhat it tells you
ChatsConversations handled. Read it next to response time, never on its own.
Avg RespHow long a customer waits for a reply. The single best predictor of whether they stay.
TicketsTickets they own.
ResolvedTickets they closed.
PendingStill open on them — whether the queue is being cleared or quietly growing.
LeadsLeads they own.
Won / LostClosed deals either way, with a win rate across the top.
Login timeHow long they were online. Context for the rest, not a measure on its own.

The screen is marked LIVE and refreshes itself every 60 seconds.

Agents and sales users get My Performance — the same figures for themselves only.

Numbers that live elsewhere

  • A single campaign’s results — on the campaign itself, including the per-recipient log. See Campaigns.
  • Ticket resolution — see Tickets.
  • Pipeline value — see Sales.
  • What Meta charged you — in your Meta Business account, not here.

Next steps

More in Sales and reporting