Analytics and the activity log
Two pages help admins see how things are going:
- Analytics: how fast customers get answers, who answers them, when customers write, and how broadcasts did.
- Activity: a log of who changed what, and when.
Both are in the left sidebar for admins. Agents don't see them.
How do I open Analytics?
Click Analytics in the left sidebar. At the top right, choose the period (7 days, 30 days or 90 days). If you have several businesses or numbers, pick one from the menus, or leave All clients and All numbers.
What do the boxes at the top mean?
| Box | Means |
|---|---|
| Messages received | Customer messages in the period, and how many different customers sent them |
| Typical team reply time | How long customers usually wait for a person to reply. This is the median: half of replies were faster, half slower. |
| Answered within 5 minutes | The share of customer messages that got a reply within 5 minutes |
| Answered by the chatbot | The share of answered messages where a bot replied first |
| New contacts | People added in the period |
How are replies counted?
A customer message, or several in a row, counts once until someone replies. The Customer messages answered card splits them into:
- Answered by the team
- Answered by the chatbot
- Not answered yet
It also shows the Typical first reply, from the team or the chatbot.
If "Not answered yet" is high
Check for chats with no owner (Unassigned in the inbox), turn on round-robin assignment, set a reply deadline, or add an away message for after hours.
What is the "When customers write" chart?
A grid of days and hours, in your time zone. Darker squares mean more messages. Use it to plan staff shifts and to choose good times to send broadcasts.
What does Team performance show?
One row per team member who replied in the period:
| Column | Means |
|---|---|
| Messages sent | Replies they sent |
| Conversations | Different chats they replied in |
| Answered first | Times they were first to answer a customer |
| Typical reply time | Their median time to reply |
| Resolved | Chats they marked as resolved |
What does the Broadcasts table show?
Each broadcast in the period, with its number and status, when it was sent, how many Recipients, and the share Delivered and Read, plus how many Failed. See Broadcasts for more detail on each one.
Why is a box showing "–"?
There's no data for it in that period, for example no replies yet. Try a longer period.
What is the activity log?
Activity lists changes made in KiliChat, newest first, grouped by day. Each line says who did it, what they did, which business and number it was for, the time, and the internet address (IP) it came from.
It includes, for example:
- sign-ins, failed sign-ins, password changes and resets;
- templates, broadcasts, flows and sequences being created, edited, turned on or off;
- settings changes, such as working hours or the reply deadline;
- contacts being added, imported, exported, blocked, tagged in bulk or deleted;
- chats being assigned or having their status changed;
- team members being added or removed;
- the WhatsApp connection being changed, or the two-step PIN being viewed.
Individual chat messages aren't listed: you see those in the inbox.
How do I see older activity?
Scroll down and click Show older.
Can I filter the activity log?
If you have more than one business, use the menu at the top to choose All clients or one of them.
Who can see the activity log?
Client admins see activity for their own businesses. Sign-ins and password changes aren't tied to one business, so only agency admins see those. Agency admins see everything, including changes made by the KiliChat team.
Can entries be edited or deleted?
No. The log is a record of what happened, so nobody can change it.