---
title: "View Omnichannel Analytics"
slug: "omnichannel-analytics"
updated: 2026-02-09T13:47:50Z
published: 2026-02-09T13:47:50Z
canonical: "docs.rocket.chat/omnichannel-analytics"
excludeFromExternalSearch: true
---

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

# View Omnichannel Analytics

The Omnichannel Analytics dashboard provides visibility into your Livechat agents’ activity and overall performance over a specific period. Managers can use this data to make informed decisions that elevate customer experience.

## Access Omnichannel Analytics

To access the Omnichannel analytics dashboard:

1. Navigate to **Manage** ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/2025-11-03_11-59-50.png) **> Omnichannel > Analytics.**
2. The displayed analytics can be filtered based on the following criteria:
  1. **Type**: Select the category of analytics you want to view. The options are between [**Conversations**](/v1/docs/omnichannel-analytics#view-conversation-analytics) or [**Productivity**](/v1/docs/omnichannel-analytics#view-productivity-analytics).
  2. **Departments**: Filter by specific organizational [departments](/v1/docs/departments).
  3. **Start date and End date**: Define the time range for the data.
  4. **Chart**: Choose the analytics metrics you want to view. The options vary based on the **Type** you selected.

---

## View conversation analytics

Conversation analytics summarize how many chats your agents handled and how they fluctuated over time.

To view conversation analytics:

1. Select **Conversations** from the **Type** drop-down menu.
2. Select your desired **department**.
3. Select your desired **start date** and **end date**.
4. You’ll get the following metrics for the conversation analytics:

| Metric | Description |
| --- | --- |
| **Total Conversations** | Total number of conversations during the selected period of time. |
| **Open Conversations** | Total number of open conversations for your selected department during the chosen period. If no department is selected, the total number of open omnichannel conversations in the workspace is returned. |
| **On Hold Conversations** | The count of conversations currently marked as 'on hold'. |
| **Total Messages** | The total number of messages received across all conversations in the period. |
| **Busiest Day** | The day within the selected period that recorded the highest volume of chats. |
| **Conversation Per Day** | The calculated average number of conversations received daily. |
| **Busiest Time** | The specific hour during the selected period that recorded the highest volume of chats. |
| **Chart** | The Chart field allows managers to visualize agent-specific performance for the selected department, showing: - Total conversations - Average chat duration. - Total messages handled |

---

## View productivity analytics

Productivity analytics highlight how quickly agents respond and engage with incoming chats.

To view productivity analytics of your agents:

1. Select **Productivity** from the **Type** drop-down menu.
2. Select your desired **department**.
3. Select your desired **start date** and **end date**.
4. You’ll get the following metrics for the productivity analytics:

| Metric | Description |
| --- | --- |
| **Average of Response Time** | The average response time for all conversations assigned to your team during the selected time. |
| **Average of First Response Time** | The verage first response time for conversations assigned to agents on your team. |
| **Average of Reaction Time** | The average of the team’s reaction to the assigned chats. |
| **Best First Response Time** | This shows your team's best first response time based on the fastest initial replies to assigned chats. |

Managers can also see the **Average of First Response Time**, **Best First Response Time**, **Average of Response Time**, and **Average of Reaction Time** for each agents from the selected department.