Yablo Analytics helps your team monitor performance, identify trends, and improve communication workflows. This article explains the key performance indicators (KPIs) you’ll find in your Analytics dashboard — what they mean, how they’re calculated, and how they can guide your decision-making.
Volume
New Conversations
Definition
The number of conversations that were created during the selected time period.
How it’s calculated
Each time a new message is received from an external contact that starts a new conversation (i.e., not part of an existing thread), it counts as one new conversation. This includes conversations started via email, WhatsApp, SMS, or any connected channel.
Why it matters
It shows the volume of new inbound communication and helps track demand over time.
Active Conversations
Definition
The number of conversations that had any kind of activity during the selected time period.
How it’s calculated
A conversation is considered active if it experienced any interaction — including receiving or sending a message, being reassigned, a note being posted, or any other update — within the chosen date range.
Why it matters
This metric gives a more complete picture of workload by capturing all touch points your team has had with conversations, not just replies.
Closed Conversations
Definition
The number of conversations that were marked as “closed” during the selected time period.
How it’s calculated
Whenever a user closes a conversation, it’s counted toward this KPI, regardless of when the conversation started.
Why it matters
This metric reflects how many conversations your team is resolving and helps monitor workload and efficiency.
Closed Conversations with Reply
Definition
The number of closed conversations that also had at least one outbound reply from your team.
How it’s calculated
This is a subset of “Closed Conversations” that includes only those where a team member sent at least one reply before the conversation was closed.
Why it matters
It shows how many conversations your team actively responded to — rather than closing without engaging — and can help track response quality.
Messages Received
Definition
The total number of incoming messages during the selected time period.
How it’s calculated
Each message sent by an external contact into any of your connected channels counts as one received message.
Why it matters
Tracks communication volume and helps identify peak periods of inbound traffic.
Messages Sent
Definition
The total number of outbound messages sent by your team during the selected time period.
How it’s calculated
Every message sent by a user in Yablo (manually or via automation) counts as a sent message. Internal notes and mentions are excluded.
Why it matters
A useful indicator of team activity and responsiveness.
Performance
Average Reply Time
Definition
The average time it takes for a team member to reply to incoming messages — across all replies.
How it’s calculated
This metric is the average of all reply times (the time between an incoming message and the team’s next outbound reply) within the selected period.
Why it matters
It helps evaluate your team’s responsiveness and set service level benchmarks.
Average First Reply Time
Definition
The average time it takes for your team to send the first reply to a new conversation.
How it’s calculated
For each new conversation, the time between the first inbound message and your team’s first outbound reply is recorded. The average of these times is shown for the selected period.
Why it matters
A key metric for customer satisfaction. The faster your first response, the more confident customers feel.
Average Resolution Time
Definition
The average time it takes to resolve (close) a conversation — only including conversations that received at least one reply.
How it’s calculated
For each replied conversation that is closed during the selected period, Yablo calculates the time between when the conversation was created and when it was closed. The average of these durations is shown.
Why it matters
This metric focuses on conversations where your team engaged with the customer, providing a more accurate picture of resolution efficiency.
Peak Hours
Definition
The hours of the day when activity peaks based on a selected metric.
How it’s calculated
Yablo analyzes activity by hour across the selected time period. Users can choose to view peak hours for one of the following KPIs:
- New Conversations
- Closed Conversations
- Messages Received
- Messages Sent
The system then highlights the hours with the highest volume for the selected metric.
Why it matters
Understanding when key activity occurs helps with resource planning and team scheduling — ensuring you’re staffed when it matters most.
Customer Satisfaction
Total Customer Satisfaction Ratings
Definition
The total number of customer satisfaction (CSAT) ratings submitted during the selected time period.
How it’s calculated
Each time a customer responds to a satisfaction survey (typically included in your outbound messages), their rating is counted. This includes all responses — satisfied, neutral, and not satisfied.
Why it matters
This shows how much CSAT data you’re collecting and gives context for interpreting satisfaction trends.
% Satisfied
Definition
The percentage of submitted ratings marked as “Satisfied” during the selected time period.
How it’s calculated
This is the number of “Satisfied” ratings divided by the total number of CSAT responses, expressed as a percentage.
Formula:
(Satisfied Ratings Ă· Total Ratings) Ă— 100
Why it matters
A high satisfaction rate is a strong signal that your team is meeting customer expectations.
% Neutral
Definition
The percentage of submitted ratings marked as “Neutral” during the selected time period.
How it’s calculated
This is the number of “Neutral” ratings divided by the total number of CSAT responses.
Formula:
(Neutral Ratings Ă· Total Ratings) Ă— 100
Why it matters
Neutral feedback can highlight areas where your service is just “okay” — an opportunity to improve and turn passive users into promoters.
% Not Satisfied
Definition
The percentage of submitted ratings marked as “Not Satisfied” during the selected time period.
How it’s calculated
This is the number of “Not Satisfied” ratings divided by the total number of CSAT responses.
Formula:
(Not Satisfied Ratings Ă· Total Ratings) Ă— 100
Why it matters
This metric helps you identify and address issues causing customer frustration, allowing for targeted improvements.