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Who can use this?
  • Gallabox users with permission to read Analytics.
Use Conversation Analytics when you need an account-wide view of how many conversations your team handles and how quickly it responds and resolves them.

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Plan Availability

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Open Conversation Analytics

  1. Open Analytics.
  2. Select Dashboard.
  3. Open the Conversation tab.
  4. Select All Channels or one channel.
  5. Choose a date range.

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What the Dashboard Shows

The overview displays Total Conversations, Open, Resolved, New Contacts, and a count for each available channel. The remaining cards cover:
  • Conversation trend and average traffic peak
  • Average turn around time and average first response time
  • Channel distribution and resolution reasons
  • New versus returning contacts
  • Top conversation tags and top agents by conversations
Enable Business Hours on the response-time cards when you want configured working hours included in the calculation. This option is unavailable when working hours are not configured for the selected channel.

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Example

Scenario: Your support lead wants to compare response time before and after adding a weekend shift.
  1. Select the support channel and the previous 30 days.
  2. Record Average First Response Time and Average Turn Around Time.
  3. Select the next equivalent period after the schedule change.
  4. Compare the same metrics with Business Hours applied consistently.

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FAQs

Working hours are not configured for the selected channel. Configure them in that channel’s settings before using the option.
Yes. Leave the channel selector on All Channels. Select one channel when you need channel-specific results.
Use the active exports control on the Conversation dashboard to open Conversation Report Exports.

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Next Steps

  • Select the period and channels your team reviews regularly.
  • Compare response-time metrics using the same Business Hours setting.