Analytics Overview – Avochato Help Center

Avochato is offering a new Analytics view to beta customers on Standard plans. For more information and to join the beta, please contact us at 415-214-8977 and our team will help get your account setup.

Filter Analytics per inbox or apply the All Inboxes view. The date filter defaults to the last 7 days and can be adjusted to any custom time period.

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On the top right of each report, there is a three dot icon. Click it to reveal the download button for each report.

Reports for Managers and Owners in Analytics

Overview Tab Reports

Message Tracking: Total number of inbound and outbound messages sent

Segment Tracking: Total number of inbound and outbound segments sent

Average Time to First Response: The average amount of time it took for an agent to first respond to a new inbound segment of a conversation (not including automatic responses)

Average Time to Respond: The average amount of time it takes an agent to reply each time a customer writes in, across the whole conversation (not just the first reply). Use it alongside Average Time to First Response to see how quickly your team keeps up once a conversation is underway.

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How Average Time to Respond is calculated

The clock starts at the first inbound message that has not been answered yet and stops at the agent's reply. If a customer sends three messages in a row and an agent replies 3 minutes after the first one, the response time is 3 minutes.

Auto-responses, campaigns, and broadcasts are not counted as replies and do not stop the clock.

Messages still waiting for a reply are left out until an agent responds.

If Adjust for Office Hours (Setting within Analytics) is turned on and a message arrives outside office hours, the clock starts when office hours open. If a reply is sent outside office hours before they open, it is recorded as an immediate response.

Office hours only change when the clock starts. If a message arrives during office hours and is answered after closing or the next day, the time after closing still counts toward the response time.

For individual agents, if the conversation was assigned after the customer wrote in, the clock starts at assignment (when Adjust for Unassigned Time is turned on in Analytics Settings).

Only replies sent within 24 hours of the customer's message are counted.

Data is available from late August 2026 forward and does not include earlier dates.

Top 10 Agent Assignments: The total number of Assigned conversations in the inbox broken down by agent (Closed conversations are not included)

Inbox Tab Reports

See how Inboxes are performing through our new dashboard view. View total messages sent, conversion status, average time in queue and average handle time.

Conversation Statuses: The conversation data is attributed to the day and time the status was updated.

Avg Time in Queue: The average amount of time from the first inbound message to when the conversation is assigned to an agent

Avg Handle Time: The average amount of time from first response to the conversation being closed

Channel Activity: The total number of conversations per channel type in the inbox (Closed conversations are not included in this graph)

Segments

Delivery & Error rate: Percentage of unsuccessfully delivered messages broken down by day. The table shows the total number of errored messages broken down by error code (Empty when there are no errors)

Opt out rate: The rate and counts of end users opting out of conversations

Segment Tracking: The total number of inbound and outbound segments in an inbox. Inboxes with no activity in the current date range will be excluded.

Live Chat Counts: The totals of inbound and outbound livechat messages per inbox

Calls: The number of Inbound, Outbound, and Missed Calls by Today/Average/Total

Agent Tab Reports

See how your agents are performing across their Assignments via Total Assignments, Conversion Statuses, Addressed vs. Unaddressed, and Channel(s). Expand on additional metrics like First Time Responses, Handle Time, and Messages Sent Activity.

Select an Agent: Select an agent to view metrics on a per rep basis, by default all Agents are selected

Conversation Statuses: The conversation data is attributed to the day and time the status was updated.

Messages and Segments Sent: The total number of messages sent and the amount of segments used by those messages, per agent in each inbox

Agent Assignments: The total number of assigned conversations in the inbox, broken down by conversation type.

Addressed vs. Unaddressed: The total number of conversations marked as Addressed or Unaddressed in the inbox (Closed conversations are not included in this graph)

Avg Time to First Response: Average amount of time for an agent to first respond to a new inbound segment of a conversation (not including automatic responses)

Avg Time to Respond: Average amount of time it takes each agent to reply to customer messages throughout a conversation. Select an agent to see their individual response time, or compare agents side by side.

Avg Handle Time (Interactive): Average amount of time from active tickets with back and forth communication. Avg Handle Time (Non-Interactive): The average amount of time from a ticket that reaches an agent but is unresponsive

Assignments by Channel: The total number of conversations per channel type in the inbox (Closed conversations are not included in this graph)

AI Tab Reports

Easily monitor all AI activity in one centralized view. Gain a comprehensive overview of how AI is being used across your organization—from AI-generated messages to in-depth conversation analytics and sentiment insights.

Usage Summary

A breakdown of the AI features being used, also includes a table of AI fees breakdown

Messages and Segments by AI Agents

The total outbound SMS messages and segments sent by each AI agent

Sentiment Frequency

The distribution of sentiment ratings by score (0-10) and how frequently each rating was received

Conversation Insights

All conversation insights received, along with score, AI summary, and action items

Average Daily Sentiment by User

The average sentiment rating received per day by each AI agent

Average Conversation Sentiment Score

The average sentiment rating received per day

Live View Tab Reports

Get a glimpse of your activities in real time. See how many conversations you have in the queue, average wait time, agent capacity, and agent availability. View additional metrics including agent status and number of conversations Addressed vs. Unaddressed.

Reports for Owners in Manage Organization

Are you an Owner that can manage your Avochato organization? If so, we offer additional reports. To access, go to the top right, click profile icon and then go to Manage Organization.

To view a chart of holistic activity across all inboxes, go to Reports. This will display segments, total messages, active conversations, % engagement and more.

To view organization Broadcast activity across all inboxes, go to Broadcasts.

Use the gray bar on the top of the page to adjust filter parameters such as timeframe.