Analytics & reporting

Analytics that show response time, resolution and CSAT across every channel

Response time, resolution rate, CSAT and channel mix, in real time.

Core reporting on every plan; advanced analytics on Growth, Business and Enterprise.

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What does Inno Message analytics measure?

Inno Message analytics measure how your customer conversations are going: volume by channel, first response and resolution times, resolution rate, customer satisfaction (CSAT), AI resolution share, and per-agent and per-team performance. Reports update in real time and can be filtered by channel, team, tag and date range.

Who it's for: Team leads and operations managers responsible for service levels and staffing.

Illustrative view of analytics & reporting in Inno Message.

Decisions based on data, not hunches

Analytics show where conversations wait, which channels are growing, which topics drive volume, and what automation and AI are already resolving. That tells you where to add staff, which articles to improve, and which workflows to build next.

Service levels

First response time, resolution time and SLA attainment, by team and channel.

Customer satisfaction

CSAT after resolved conversations, broken down by topic, channel and agent.

Volume and channel mix

See which channels and topics are growing, by hour, day and week.

Team performance

Workload and outcomes per agent and team, to balance queues fairly.

Technical details

Metrics
Volume, first response time, resolution time, resolution rate, CSAT, SLA attainment, AI resolution share.
Filters
Channel, team, agent, tag, date range.
Advanced analytics
Included on Growth and above; predictive analytics is a $49/month add-on on Growth and included on Business and above.
Export
Conversation data is available through the REST API (GET /v1/conversations) for your BI tools.

Questions about analytics & reporting

Which metrics does Inno Message report?
Conversation volume, first response time, resolution time and rate, CSAT, SLA attainment, channel mix, AI resolution share, and per-agent and per-team performance.
Can I get the data into my own BI tool?
Yes. Conversation data is available through the REST API, so you can build your own reports in any BI tool.
Is predictive analytics included?
It is included on Business and Enterprise, and available as a $49/month add-on on Growth.

More answers in the Inno Message FAQ.

Related

All features

Automation & routing

Rules, triggers, auto-replies and SLAs that move routine work without a human.

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AI agents

Autonomous resolution of routine questions, grounded in your knowledge base.

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API & Developers

REST API, signed webhooks, SDKs and rate limits.

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Pricing

Plans, included AI resolutions and usage-based add-ons.

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See analytics & reporting with your own channels

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