Analytics overview
What reports Analytics offers, who can see each one, how to pick dates and a day boundary, and how to read the notes about freshness and missing figures.
Analytics shows how your WhatsApp business is doing, one area at a time. Every page tells you which days it counted, which 24 hours make up a "day", and how up to date its numbers are.
What's in Analytics
Click Analytics in the left icon rail. The menu has an overview and a set of reports.
| Menu entry | What it shows | Who can see it |
|---|---|---|
| Dashboard | Every area's key figures and charts on one page | Owners and Admins |
| Messaging | Messages you sent, by delivery status, and messages you received, per day | Every role except Billing Administrator |
| Conversations | Conversations opened and answered, resolved and past their deadline | Owner, Admin, Supervisor, Agent, Read Only |
| Agents | Conversations assigned and resolved, and messages sent, per agent | Owner, Admin, Supervisor, Agent, Read Only |
| Campaigns | Every broadcast that started in the range, with its counts and reply rate | Every role except Billing Administrator |
| Automation | Flow runs started per day and how they ended | Every role except Billing Administrator |
| AI agents | AI replies, tokens, cost, confidence and handovers | Every role except Billing Administrator |
| Commerce | Carts, orders, payments and revenue per day | Every role except Billing Administrator |
| Leads and attribution | Where conversations came from, and the leads, conversions and ad spend for each source | Every role except Billing Administrator |
| API usage | Requests made with your API keys and connected apps, per day | Owner, Admin, Developer |
If your role can't see a report, the page says which kind of access it needs. See Roles and permissions.
The Messaging, Conversations, Agents, Campaigns, Automation and API usage reports share a row of tabs at the top of the page, so you can move between them without the menu.
Choose the dates
Every report opens on the last 30 days, ending today. To look at other days:
- Pick a date in From.
- Pick a date in To.
- If the page offers a Day boundary choice, pick one (see below).
- Click Apply.
A range can cover up to about three months. If From is after To, the page says so and doesn't change.
The Dashboard has quicker buttons as well: see Dashboard.
The day boundary
A daily figure depends on when a day starts and ends. IconEngage counts days in your organisation's time zone, called its day boundary. An organisation that hasn't set one counts in UTC.
- On the main reports, Day boundary offers your organisation's zone and UTC. Choose UTC if you want to compare figures with a system that works in UTC.
- If your organisation is on UTC, there's nothing to choose: the page simply says "UTC, your organisation's day boundary."
- Some figures are always counted on UTC days, whatever you choose. These are the Opened and answered block on the Conversations report, and the Commerce, Leads and attribution, AI agents and API usage reports.
When a block on a page is counted on a different day boundary from the rest of the page, it says so, for example with a Days counted in UTC badge, or with a Two different days on one page note. Figures counted on different boundaries are shown side by side and never added together.
Owners and Admins set the organisation's day boundary in Settings › Organisation. Changing it recounts past days, so earlier daily figures can move. See Organisation settings.
How fresh the numbers are
Each page states the age of its numbers, for example "Counted up to 14 Sep 14:29 Asia/Kolkata." You might also see:
- "… the analytics feed is 5 minutes behind." Recent activity hasn't reached the report yet. It catches up on its own.
- "Usage recorded since then is not in these numbers yet." (API usage) The latest requests are still being recorded.
- "Not measured yet." Nothing has been counted for this source so far.
When a page draws on several sources, it shows the age of the oldest one, because a page is only as fresh as its slowest input.
Missing figures, notes and gaps
- "—" is not zero. A dash means the figure couldn't be read, or there was nothing to divide by (for example a rate when nothing was sent). A real zero is shown as 0.
- Not counted: A note beside a figure that is known to undercount, saying exactly what it leaves out. For example, the read count can't include contacts who turned off read receipts.
- Some figures could not be read. One source didn't answer. Its figures show "—" and the rest of the page is unaffected.
- These figures are briefly unavailable. The whole report couldn't be read. Nothing is shown rather than zeros. Wait a moment, then click Try again.
- "… is off on this workspace." That feature isn't running for your organisation, so it has no figures. This isn't an error.
Related
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.