Data without context is just numbers. Chatmo's reports dashboard transforms your operational data into actionable insights — showing you conversation volume, response speed, channel distribution, and broadcast campaign performance at a glance.
Page Layout
When you open Reports from the main sidebar, you'll see a two-column layout: a left sidebar with report tab navigation, and the main content area on the right displaying data for whichever tab is currently selected.
Report Sidebar
The left sidebar contains 4 report tabs you can switch between:
| # | Tab | Description | Icon Color |
|---|---|---|---|
| 1 | Conversation | Chat analytics and trends | Blue |
| 2 | Messages | Message volume and types | Blue |
| 3 | Response | Response time and quality metrics | Purple |
| 4 | Broadcast | Campaign performance tracking | Orange |
Switching between tabs updates the ?menu= query parameter in the URL. For example, the Conversation tab uses ?menu=conversation, Messages uses ?menu=messages, and so on.
At the bottom of the sidebar, you'll also find:
- Quick Insights — An AI-powered analytics card that surfaces key highlights from your data automatically.
- Last Updated — A real-time indicator showing when the data was last refreshed, so you know exactly how current the numbers are.
Make it a habit to check the reports page at the start of each workday. A quick glance at the Conversation and Response tabs is enough to spot anything that needs immediate attention — a backlog of pending conversations, a spike in response times, or a drop in resolution rates.
Date Range Filter
The date filter is global — it applies across all report tabs simultaneously. When you change the date range, every metric, chart, and table across all tabs updates automatically.
Chatmo provides 8 date range options:
| # | Option | Details |
|---|---|---|
| 1 | Today | Current day only |
| 2 | Yesterday | Previous day only |
| 3 | Last 7 Days | Past week |
| 4 | Last 30 Days | Past month (default) |
| 5 | Last 90 Days | Past three months |
| 6 | This Month | From the 1st of the current month to today |
| 7 | Last Month | The entire previous calendar month |
| 8 | Custom Range | Select specific start and end dates |
The Custom Range option opens a dual-calendar modal showing two months side by side, allowing you to pick a precise start and end date. The modal also includes quick presets for common ranges.
All timestamps use the Asia/Jakarta timezone (UTC+7). Keep this in mind if your team operates across different time zones.
Available Report Types
1. Conversation Analytics
The Conversation tab gives you a complete picture of your organization's chat activity. It includes:
- 4 metric cards — Total Conversations, New Conversations, Avg Duration, and Pending Conversations. Each card shows the current value plus a trend indicator comparing against the previous period.
- Conversation Trends chart — A line chart comparing current period conversation volume against the previous period.
- Channel Distribution chart — A pie chart showing how conversations are distributed across your connected channels, with percentages.
- Recent Conversations table — A filterable, paginated list of recent conversations with customer details, channel, start time, duration, message count, and status.
2. Messages Analytics
The Messages tab focuses on the volume and composition of messages flowing through your platform:
- 4 metric cards — Total Messages, Incoming Messages, Outgoing Messages, and Automated Responses.
- Message Volume Trends chart — A stacked area chart showing message volume over time, broken down by category (Automated, Outgoing, Incoming).
- Message Types Distribution chart — A pie chart displaying the breakdown of message types: TEXT, IMAGE, AUDIO, VIDEO, DOCUMENT, LOCATION, CONTACT, and STICKER.
This tab does not include a data table.
3. Response Analytics
The Response tab measures how quickly and effectively your team handles conversations through gauge-style visualizations:
- 3 gauge charts — Each measuring a key performance metric: Average Response Time (target under 3 minutes, scale 0–300 seconds), Resolution Rate (target above 85%, scale 0–100%), and First Response Rate (target above 90%, scale 0–100%).
- Response Time Analysis chart — A column chart showing the distribution of response times across buckets:
< 1 min,1-3 min,3-5 min,5-10 min, and> 10 min.
This tab does not include a data table.
4. Broadcast Analytics
The Broadcast tab tracks the performance of your bulk messaging campaigns:
- 4 metric cards — Total Campaigns, Total Recipients, Delivery Rate (%), and Reply Rate (%).
- Recent Campaigns list — Displayed as cards (not a table). Each campaign card shows the type icon (Promotional, Newsletter, Announcement, Reminder, Survey, Transactional, or Other), campaign name, send time, recipient count, channel, delivery rate, and reply rate.
- Search filtering and pagination (10/25/50/100 per page) are available for the campaign list.
This tab does not include charts.
Key Performance Indicators by Tab
Here's a summary of the metrics displayed in each tab:
Conversation Metrics
| Metric | Card Color | Trend Indicator |
|---|---|---|
| Total Conversations | Blue | Up = green (good), Down = red |
| New Conversations | Emerald | Up = green (good), Down = red |
| Avg Duration | Violet | Up = amber (bad), Down = green (good) |
| Pending Conversations | Amber | Up = amber (bad), Down = green (good) |
Note that Avg Duration and Pending Conversations have inverted trend logic — an increase in average duration or pending count means things are getting worse, so the upward indicator displays in amber as a warning.
Duration values are formatted adaptively: Xm for minutes, Xh Ym for hours and minutes, or Xd Yh for days and hours.
Message Metrics
| Metric | Card Color |
|---|---|
| Total Messages | Emerald |
| Incoming Messages | Blue |
| Outgoing Messages | Violet |
| Automated Responses | Orange |
Response Gauges
| Gauge | Range | Target |
|---|---|---|
| Average Response Time | 0 – 300 seconds | Under 3 minutes (180 seconds) |
| Resolution Rate | 0 – 100% | Above 85% |
| First Response Rate | 0 – 100% | Above 90% |
Broadcast Metrics
| Metric | Card Color |
|---|---|
| Total Campaigns | Orange |
| Total Recipients | Blue |
| Delivery Rate | Emerald |
| Reply Rate | Violet |
Focus on Average Response Time and Resolution Rate as your primary KPIs. These two metrics have the most direct impact on customer satisfaction. A response time under 3 minutes and a resolution rate above 85% are solid benchmarks for customer service teams.
Data Visualizations
The reports dashboard uses the Highcharts library for all data visualizations. Here are the chart types you'll encounter:
- Line Chart — Used in the Conversation tab to show conversation trends over time, including a comparison line for the previous period.
- Stacked Area Chart — Used in the Messages tab to display layered message volume by category (Automated, Outgoing, Incoming).
- Pie Chart — Used in the Conversation tab (channel distribution) and Messages tab (message type distribution) to show proportional breakdowns.
- Solid Gauge Chart — Used in the Response tab to display performance metrics in a speedometer-style format with clear targets.
- Column Chart — Used in the Response tab to show response time distribution across time buckets.
All charts support fullscreen mode — click the expand icon on any chart to open it in a full-screen modal overlay. Hover over chart elements to view detailed tooltips with exact values.
Click on legend items in any chart to show or hide specific data series. This is useful when you want to isolate a single metric without visual clutter from the other series.
Upcoming Features
The following analytics features are currently in development and will be available in future updates:
- Agent Performance — Detailed per-agent performance reports covering conversation volume handled, response speed, resolution rates, and individual productivity metrics.
- Ticket Reports — Analytics for the ticketing system, including ticket volume, resolution times, priority distribution, and escalation tracking.
- Report Export — The ability to export report data in CSV or PDF format for presentations, deeper analysis, or internal documentation.
Setting Up a Reporting Routine
Analytics deliver the most value when reviewed consistently. Here's a practical cadence:
- Daily — Check the Conversation and Response tabs for any immediate red flags. Are pending conversations piling up? Is response time within target?
- Weekly — Review all four tabs with your team. Compare the past 7 days against the week before. Discuss trends, wins, and areas that need attention.
- Monthly — Pull "Last Month" data for a management review. Look at broadcast campaign performance alongside conversation metrics to see how outbound activity affects inbound volume.
- After campaigns — Whenever you run a broadcast campaign, check both the Broadcast tab and the Conversation tab to measure the full impact — not just delivery rates, but the resulting conversation volume and response load.
What's Next?
- Chat Analytics — Dive deeper into conversation metrics, response time analysis, channel performance, and agent productivity.