> ## Documentation Index
> Fetch the complete documentation index at: https://docs-next.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation Analytics

> Measure conversation volume, response time, resolution, channel distribution, tags, and agent performance.

> **Who can use this?**
>
> * Gallabox users with permission to read Analytics.

Use Conversation Analytics when you need an account-wide view of how many conversations your team handles and how quickly it responds and resolves them.

## Plan Availability

| Feature                          |     Basic     | Essential | Advanced |
| -------------------------------- | :-----------: | :-------: | :------: |
| Conversation Analytics dashboard | Not available |     ✓     |     ✓    |

## Open Conversation Analytics

1. Open **Analytics**.
2. Select **Dashboard**.
3. Open the **Conversation** tab.
4. Select **All Channels** or one channel.
5. Choose a date range.

## What the Dashboard Shows

The overview displays **Total Conversations**, **Open**, **Resolved**, **New Contacts**, and a count for each available channel. The remaining cards cover:

* Conversation trend and average traffic peak
* Average turn around time and average first response time
* Channel distribution and resolution reasons
* New versus returning contacts
* Top conversation tags and top agents by conversations

Enable **Business Hours** on the response-time cards when you want configured working hours included in the calculation. This option is unavailable when working hours are not configured for the selected channel.

## Example

**Scenario:** Your support lead wants to compare response time before and after adding a weekend shift.

1. Select the support channel and the previous 30 days.
2. Record **Average First Response Time** and **Average Turn Around Time**.
3. Select the next equivalent period after the schedule change.
4. Compare the same metrics with **Business Hours** applied consistently.

## FAQs

<AccordionGroup>
  <Accordion title="Why is the Business Hours option unavailable?">
    Working hours are not configured for the selected channel. Configure them in that channel's settings before using the option.
  </Accordion>

  <Accordion title="Can I view all supported channels together?">
    Yes. Leave the channel selector on **All Channels**. Select one channel when you need channel-specific results.
  </Accordion>

  <Accordion title="Where are generated Conversation Analytics exports?">
    Use the active exports control on the Conversation dashboard to open **Conversation Report Exports**.
  </Accordion>
</AccordionGroup>

## Related Articles

* [Conversation Report](/reports-and-analytics/conversation-report) for individual conversation records and exports.
* [Inbox](/conversations/overview) for the workspace that produces conversation activity.
* [WhatsApp Analytics](/reports-and-analytics/whatsapp-analytics) for WhatsApp-specific reporting.

## Next Steps

* Select the period and channels your team reviews regularly.
* Compare response-time metrics using the same Business Hours setting.