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Team Analytics

The analytics module provides an interactive report in Google Looker Studio with detailed statistics on team work and user activity.

Getting Access

Link to analytics report is generated for each connection:

  1. Open @hotlinetg_bot
  2. Select needed connection
  3. Click Instance Analytics button
  4. Get unique link to report

Monitor link security

Each link is unique and tied to a specific connection. If necessary, you can reset the link — the old one will become inactive, a new one will be created.

Learn more about connection management

VPN may be required

This Google service may be unavailable in Russia due to sanctions, use VPN to view the report.

Feature Overview

The report contains detailed statistics on main aspects of support or sales team work and user activity.

  • Flexible Period and Grouping

    Date range selection for analysis, convenient data grouping by days or months.

  • Summary Dynamics

    Activity graphs by days of week and hours of day to identify load peaks.

  • Team Activity

    Operator statistics: number of messages, load distribution.

  • Dialog Analysis

    Statistics on creation, closing and reopening of user dialogs.

Main Report Sections

  • Overview — General Information

    Key metrics:

    • New dialogs — number of new dialogs for period
    • Closed — number of closed dialogs
    • Reopened — number of reopened dialogs
    • No answer — dialogs without operator response
    • Total messages — total number of messages
    • All messages — graph of incoming/outgoing/intercepted messages count
    • All messages — analysis of load on system

  • New dialogs — Contact Statistics

    • Dynamics of all messages and updates over time
    • Distribution of new dialogs by days of week (in percentages %)
    • Distribution of new dialogs by hours of day (in percentages %)

    Load analysis

    Graphs by days of week and hours help determine peak periods and optimally distribute operator work schedule.

  • Agents — Operator Activity

    Team metrics:

    • Number of messages from operators
    • Average operator activity
    • Detailed activity by each operator

    Graphs:

    • % agent replies by day of week — distribution of operator responses by days of week
    • % agent replies by hour — distribution of operator responses by hours
    • Agent activity by messages — each operator's activity by number of messages
    • Agent messages — detailed statistics of each operator's messages
    • Average active agents — average operator activity
    • Agent activity — overall dynamics of team activity

    Efficiency evaluation

    Section allows evaluating each operator's contribution, identifying uneven load distribution and optimizing team work.

  • Users — User Activity

    Metrics:

    • Number of messages from users
    • Distribution of user activity

    Graphs:

    • User messages — dynamics of messages from users
    • User replies by day of week — user activity by days of week (in percentages %)
    • User replies by hour — user activity by hours of day (in percentages %)

    Resource planning

    Data on user activity peaks helps plan number of operators on shift and optimize response speed.

Analysis Examples

Optimizing work schedule and response time

Study graphs of dialog distribution and user responses by hours of day. Determine peak hours of maximum load and adjust operator duty schedules. Compare user activity with operator activity to minimize No answer indicator (dialogs without response).

Work efficiency analysis

Open Agents section and compare Agent activity by messages indicators between operators. Identify team leaders and those who need additional training. Analyze response distribution by time of day for each operator to understand their productivity in different shifts.

Service quality control

Track ratio of New dialogs to Closed — ideally these indicators should be close. High Reopened indicator may indicate problems with response quality or unresolved customer issues. Regularly check No answer metric to avoid losing customers.

Planning based on trends

Select long period (month or quarter) and study All messages and New dialogs graphs. Identify general trends — whether load is growing, there is stability or decline. Use this data to plan team expansion or process optimization for future periods.

Identifying seasonality

Analyze data for several months to identify recurring patterns. For example, increase in contacts on certain days of month (payday, beginning of month) or seasonal fluctuations (holidays, sales). Prepare additional team resources in advance for predictable peak periods.

Operator load assessment

Use Agent activity by messages graph to identify uneven load distribution. If one operator processes significantly more dialogs than others, this can lead to burnout and reduced quality. Redistribute topics or adjust responsibility areas for even load.

Data Export

Google Looker Studio allows:

  • Export reports to PDF
  • Download graph data in CSV
  • Embed reports on external sites
  • Create schedule for automatic report sending

Frequently Asked Questions

How often is data updated?

Data in report is updated in real time with small delay (usually few minutes).

Can I share report with colleagues?

Yes, you can share report link. Anyone with the link will be able to view data. To revoke access, reset link in connection properties in @hotlinetg_bot.

Is history saved after resetting link?

Yes, when resetting link a new link to same report is created. All data history is preserved.

Can I customize report for my tasks?

Looker Studio allows creating report copy and customizing it. However, data source will remain linked to your Hotline connection.

Are messages from General topic counted?

No, statistics only count messages in topics with user dialogs.