The Messages report

Get better insights into your team's performance with the messages report. Here, you can see the number of outbound, inbound and internal messages are sent within a specific time period.

Which different types of messages are here?

A message is defined as one single email or message sent by a customer or an employee. There are three types of messages that are considered in the reports:

  1. Inbound
    The messages you have received from outside of Trengo. This could be an email from a customer or an incoming WhatsApp message for example.
  2. Outbound
    The messages that a user sends to customers. These are replies as well as messages a user creates to start a conversation.
  3. Internal
    The internal notes and mentions that were used in conversations. This doesn't include Team Chat messages.

The report

To get to the messages report, navigate to Trengo Analytics —> Messages report. This shows a dashboard similar to this one: 

  1. Filter
    Apply filters to get the overview you are looking for. You can filter between different (sets of) channels, users, or labels.

    💡Note: selecting multiple channels, users or labels will result in the total result of these filters combined. Comparing different channels, users or labels can be done within specific sections of Analytics.

  2. Timeframe
    Select which timeframe you would like to see. You can filter on:

    • Today
    • Yesterday
    • Last 7 days
    • Last 14 days
    • Last 30 days
    • This month (showing results from between the first and the last day of the current month)
    • Previous month (showing results from between the first and the last day of the previous month)
    • This year (showing results from between the first and the last day of the current year)
    • Last year (showing results from between the first and the last day of the previous year)
    • Or choose a custom timeframe.

  3. Performance in numbers
    Here you can find the total numbers of inbound, outbound or internal messages within the selected filters and time period.

    The green or red line shows the comparison between this period and the previous period. A green line means that the number went up (more messages) and a red line indicates a decline in the number of messages.

  4. Inbound, outbound, or internal
    Choose to see which types of messages you want to see plotted in the graph.

  5. The graph
    In the graph, you will see the result of your filters. How many messages were there in the selected time period based on your filters. The darker line shows the current period, the lighter one shows the previous period.

    💡Note: the previous period covers the exact length of time as the selected period. Did you choose "last month" as a timeframe? The previous period will then be the month before.