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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.

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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.

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Understanding Your Data

Track the total number of conversations and messages over time to identify:
  • Peak support periods
  • Seasonal patterns
  • Growth trends
  • Channel-specific volume differences

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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

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Channel Performance

Compare volume across different channels (Slack, email, in-app chat) to:
  • Understand customer preferences
  • Allocate resources effectively
  • Optimize channel-specific processes

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Using Volume Analytics

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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

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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

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Monthly Analysis

Leverage monthly volume insights for:
  • Strategic planning
  • Resource allocation
  • Process optimization
  • Performance benchmarking

Performance Analytics

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Analytics Overview