Introduction
Navigate to Analytics > Volume to view conversation volume metrics and understand your support team’s workload patterns. Every support team has its busy seasons and quiet moments. Volume analytics help you spot patterns in conversation volumes and understand your workload trends over time.Key Report Types
- Message Volume - Total number of messages received or sent within a period
- Daily Averages - Average message volume per day
- Day of Week Analysis - Volume patterns by day of the week
- Hourly Breakdown - Volume patterns by hour of the day
Volume analytics help you plan staffing, identify peak support hours, and understand seasonal patterns in customer inquiries.
Understanding Your Data
Message Volume Trends
Track the total number of conversations and messages over time to identify:- Peak support periods
- Seasonal patterns
- Growth trends
- Channel-specific volume differences
Daily and Hourly Patterns
Analyze your data by day of week and hour to:- Plan optimal staffing schedules
- Identify when customers need support most
- Balance workload across your team
- Prepare for busy periods
Channel Performance
Compare volume across different channels (Slack, email, in-app chat) to:- Understand customer preferences
- Allocate resources effectively
- Optimize channel-specific processes
Using Volume Analytics
Daily Operations
Review volume analytics as part of your daily routine to:- Understand current workload
- Plan team capacity
- Identify unusual spikes in volume
- Monitor channel distribution
Weekly Planning
Use weekly volume data to:- Plan staffing for the upcoming week
- Identify recurring patterns
- Adjust processes based on volume trends
- Celebrate volume milestones
Monthly Analysis
Leverage monthly volume insights for:- Strategic planning
- Resource allocation
- Process optimization
- Performance benchmarking