Unlock Business Efficiency with Enterprise Analytics in DoubleTick
In today’s fast-paced world, data is the new fuel for business growth. Every chat, every message, every team interaction carries valuable insights — but only if you can capture and analyze them effectively.
That’s where DoubleTick’s Enterprise Analytics comes in. It’s more than just a dashboard — it’s your control center for:
Understanding customer behavior
Monitoring team performance
Spotting bottlenecks in conversations
Taking data-backed decisions to improve customer experiences
Let’s dive into everything you can do with Enterprise Analytics 👇
🚀 Getting Started with Enterprise Analytics
Accessing the analytics dashboard is quick and straightforward:
Navigate to Enterprise Analytics → From the left-hand panel in DoubleTick.
You’ll land on the dashboard that showcases reports and metrics at a glance.
At the top of the dashboard, set your preferred date range for analysis:
Today – See how your team is performing right now.
Yesterday – Quick lookback at recent performance.
Last 7 Days – Perfect for weekly trends.
Last 30 Days – Great for monthly insights.
Custom Range – Use the calendar to focus on any period you want.
👉 Pro Tip: If you’re presenting reports to management, use the custom range to match reporting cycles (like 1st–30th of a month).
And if you need the latest data? Just hit the Refresh button — your dashboard updates instantly.
⏱ Resolution Options – Group Your Data Smartly
The Resolution dropdown allows you to control how data is grouped in charts:
Per Hour – Best when you’re analyzing short ranges like Today/Yesterday. Example: See hourly peaks in customer queries.
Per Day – Ideal for weekly/monthly patterns. Example: Spot days when SLA breaches spike.
Per Month – Perfect for long-term trends. Example: Compare how festive seasons impact chat volumes across different months.
This flexibility ensures you’re always looking at data in the right context.
💬 Response Metrics & Active Chats
The Active Chats report is your go-to for understanding conversation volume.
It shows day-wise chat activity for the last 7 days. Clicking on a number opens Raw Data — including:
Chat timestamp (when the chat started)
WABA number (which business number was used)
Contact number (customer’s WhatsApp)
Messages (all exchanges)
Direct chat link (jump straight into the conversation)
👉 Actions you can take right here:
View the chat inside DoubleTick
Copy the chat link and share internally
Export the dataset into Excel for deeper offline analysis
This is powerful for spotting peak activity hours, agent workload, and customer response times.
📑 Types of Reports in Enterprise Analytics
You’ll find three main report categories, each designed for a different angle of insights:
1. Chats Report
Track conversation-level performance. Metrics include:
Active Chats
SLA Breached Chats
Waiting at Day End
Waiting for Response
Average Response Time
Average First Response Time
New Chats
Irritated Chats
👉 Example: If “SLA Breached Chats” are rising, you instantly know response times are slipping, and you can dig deeper by filtering by Team Member.
2. Messages Report
Focuses on the volume and type of messages exchanged. Metrics include:
Total Messages
Incoming Messages
Outgoing Messages
Irritated Messages
👉 Example: If outgoing messages are high but incoming is low, your campaigns may not be engaging. Use filters to segment by campaign or customer segment.
3. Team Members Report
This is all about agent productivity and workload distribution. Metrics include:
Active Members
Message breakdown by team member
Performance analysis by WABA or custom fields
👉 Example: If one team member consistently has a high load of irritated chats, maybe they need training — or maybe they’re assigned to more complex cases.
🔍 Deep Dive Example — Irritated Chats
“Irritated Chats” = conversations where customers expressed frustration (e.g., negative keywords, repeated complaints).
You can:
Filter irritated chats by Team Member or Custom Fields (like Chat Status: Open/Closed).
Use the Breakdown Function to segment by chat status.
Hover over chart sections to see exact numbers.
This helps managers quickly identify if issues are agent-specific, process-specific, or system-wide.
✉️ Messages Report Metrics Explained
When you explore the Messages Report, here’s what each metric means:
Total Messages – overall volume handled.
Incoming Messages – customer engagement level.
Outgoing Messages – team effort & campaign push.
Irritated Messages – flag for potential dissatisfaction.
👉 Example: If irritated messages spike during a campaign, the content may need tweaking.
👥 Team Members Report — Optimizing Your Workforce
The Team Members Report shows:
Who is active
How many chats/messages each agent is handling
Performance breakdown with filters
👉 Use this to:
Spot overworked agents and rebalance workload.
Identify high performers.
Drill down into performance based on WABA numbers or custom fields (like department, shift, or language).
💡 Why Enterprise Analytics Matters for Your Business
By leveraging Enterprise Analytics, you gain the ability to:
✅ Monitor team performance in real time
✅ Track chat & message activity at micro and macro levels
✅ Identify bottlenecks (like SLA breaches or slow first responses)
✅ Reduce customer dissatisfaction by tracking irritated chats
✅ Optimize staffing with Team Member Reports
✅ Back every decision with data, not guesswork
👉 In short: Enterprise Analytics helps you work smarter, faster, and more customer-first.
✨ With these insights at your fingertips, you’re empowered to:
Enhance efficiency
Optimize workflows
Deliver exceptional customer experiences
And most importantly, turn conversations into measurable growth 🚀
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