Communication Analytics for every call, email, chat and meeting
Email, calls, WhatsApp, meetings, SMS, documents, app activity, social, portal, notifications, forms and surveys — every interaction measured in one place, rolled up by channel and by team, and attached to the same customer record the rest of the platform uses.
What Communication Analytics is
Communication Analytics brings every customer interaction into one view on the shared record, so managers can see response time, resolution, delivery and sentiment by channel, team and rep — and coach, staff and route where the gaps are. It measures your own activity and outcomes; it does not invent benchmarks.
One view across every interaction
A sample layout, sliceable by team, rep, campaign and date. Any figures shown in product are illustrative samples, not benchmarks.
Conversations by channel
Average response time
Resolution rate
Sentiment
CSAT & NPS
Delivery & open
Twelve interaction types, one standard
Each with its own depth — click through for the full metric set.
Opens, replies, response time and sentiment.
Call & Voice
Talk-time, topics, QA and sentiment on every call.
WhatsApp & Chat
Response time, resolution, sentiment and deflection.
Meeting
Transcripts, talk-time and action items; online & offline.
SMS
Delivery, response, clicks and opt-out.
Documents
Views, downloads, e-sign status and time-to-sign.
Portal & app activity
Logins, self-service actions and adoption.
Social
DMs, mentions, response time and sentiment.
Portal
Logins, self-service and deflection.
Notifications
Sent, delivered, opened and acted on.
Forms
Submissions, completion rate and field drop-off.
Surveys & Feedback
CSAT, NPS, sentiment and themes.
The same metrics, every channel
A consistent spine across interaction types, so a cross-channel view compares like with like.
- ✓ Volume and response time by channel, team and rep
- ✓ Resolution and SLA adherence, with breaches surfaced
- ✓ Delivery, open and failure on every outbound message
- ✓ Sentiment and topics from calls, chats and emails
- ✓ CSAT, NPS and survey themes from feedback
- ✓ Channel mix and touch count against each record
Analytics for every team
The interactions each department has, measured for what that team needs to know.
Go deep on a single channel
Each channel has its own analytics page with the full metric set.
From interaction to insight
Connect everything
Email, telephony, WhatsApp, meetings, documents, forms, app and social feed in.
Capture every touch
Each interaction logs to the customer record.
Measure & score
Response, resolution and sentiment roll up by channel and team.
Act on the gaps
Coach, staff and script for what the data shows.
All of it on the same source of truth
Every interaction attaches to the same customer record that CRM, automation and dashboards already use — one unified data model, not twelve disconnected tool exports. That means a cross-channel view, a team roll-up and a single conversation all read from the same source, with role-based access, audit trails and India data residency throughout.
Communication Analytics questions
Email, calls, WhatsApp and chat, meetings, SMS, documents, portal and app activity, social, notifications, forms and surveys — measured the same way and rolled up by channel and by team.
No. The platform measures your own volume, response, resolution, delivery and sentiment against your targets. Any numbers shown in a demo dashboard are illustrative samples, not benchmarks.
Because every interaction logs to one shared record, you get a cross-channel view and team roll-ups, not separate exports to reconcile. You can still open any single channel for its full metric set.
Yes. Access is role-based, changes are audited, and data stays on India residency — the same governance the rest of the platform runs on.
Measure how your business communicates
Start free, or get a guided walkthrough — every interaction, every channel, every team, in one view.