Get to know Analytics: How to read what's in your data

This article walks you through the Analytics page in Tekst - showing you what data you can track, how to interpret it, and how to use it to improve your team's performance.

Accessing Analytics

Select Analytics in the navigation menu on the left - your gateway to understanding everything happening across your inboxes.

The High-Level Overview

The first thing you see is a high-level summary of your team's activity.

It shows the key numbers for the selected period, including:

• The total number of conversations captured by Tekst

• The number of individual messages exchanged

• How long it takes your teams to respond

Next to these, Unique messages counts copies of the same email only once, and Resolution time appears when resolution data is available for your inboxes.

The Analytics Dashboard

The dashboard gives you a clear visual overview of your conversation volume over time.

Use the custom date range selector to zoom in on a specific period.

Simply select a start date and define the window you want to review.

Once your timeframe is set, look at the performance metrics - how many people are involved per conversation:

And how many emails are being exchanged back and forth. These metrics help you understand the complexity and volume of your team's interactions.

Inbox-Level Breakdown

Below the chart, on the Inboxes tab, you will find an overview of all your connected inboxes and the messages flowing into each one.

Next to that, you can see response patterns per inbox. If one inbox shows particularly slow response times, that is your signal to investigate - something is causing a bottleneck there.

Topic-Level Breakdown

At the bottom of the dashboard, select the tab of one of your classification models (for example a model named Topic) to see how many conversations are coming in per identified tag, and how long each tag takes to get a response.

For a more granular view, select a tag to open its messages and check the labels directly.

First Response Time

Navigate to First Response Time at the top of the page to break down response times per tag.

You can see, for example, that one topic is taking significantly longer to answer than others. That kind of insight makes it easy to prioritize where to take action.

Find the Processes Behind Your Numbers

Want to know which processes drive this volume? Select Define processes next to the breakdown tabs at the bottom of the Analytics page. Tekst analyzes the messages on the inboxes you select and suggests your main processes and subprocesses, each with an estimated share of your message volume. For a step-by-step guide, see Define your processes.