Messaging analytics

How long do customers wait, and who answers fastest?

First response time, waiting chats and the hours your customers write, on one report screen. Plan shifts from your own data instead of a guess.

Measure instead of guessing

How long does a customer wait for the first answer? Which number carries most of the load? Is an evening shift really needed? With chats spread across several phones, nobody knows.

MyCRM counts message activity on the numbers you connect and summarizes it on the Reports screen. Telegram is the channel available today; WhatsApp is in development (coming soon) and Instagram follows after it.

How the numbers are calculated

First response time: in a private chat, the first message sent after an incoming customer message counts as the reply, and the gap between the two is measured. You get both the average and the median. One chat that sat overnight inflates the average; the median shows what a typical customer waits.
Private chats only: response time and the hour heatmap come from one-to-one conversations. Incoming messages in groups are not counted.
From connection onward: figures are built from messages that arrive after a number is connected. Older conversations are not included.
Panel replies are credited to a person: a reply sent from the phone counts for the number but cannot be attributed to a member, so it is missing from the per-agent table.
No message text is stored for this: statistics record the direction, time and chat of a message, not its content.

You choose the last 7, 30 or 90 days. Figures refresh about once a minute. The Reports screen is visible to the workspace owner and admins.

What is on the report screen

Section	What it shows
Summary tiles	Team average first response, number of replied messages, chats waiting longer than 1 hour, total messages sent
Team performance	Per member: average and median first response, reply count, messages sent, contacts written to, assigned chats and unread messages in them
Numbers	Per number: average first response, messages sent and received, contacts written to
When customers write	Incoming private messages by weekday and hour; a darker cell means a busier hour
Waiting chats	Chats unread for more than 1 hour where the customer wrote last; oldest first, with the assignee

Clicking a row in the waiting list opens that chat in the inbox.

Using the numbers to plan shifts

Start with the heatmap. Dark cells are the days and hours customers write most. If you staff 9 to 6 and the dark band sits between 8 and 11 in the evening, the problem is the schedule, not the team.
Compare the median with the average. A median of minutes next to an average of hours means most customers get a quick answer while a few wait overnight or through the weekend.
Clear the waiting list every morning. Give unassigned chats an owner.
Balance load between numbers. If a number receives a lot and answers slowly, assign one more member to it.
After a change, switch the period to 7 days and check whether response time actually dropped.

The heatmap is drawn in Istanbul time (UTC+3). If your team works in another time zone, shift the hours when you read it.

Export

The Export chats button on the report screen downloads your chat list as CSV: number, chat name, type, username, assignee, stage, labels, unread count, time of the last message, note count and any custom fields you defined.

Export is a separate permission, and every download is written to the audit log. For members who may not see customer details, usernames in the file are masked. The report tables themselves (response times, heatmap) cannot be downloaded yet.

Typical setups

Support team: the lead checks the waiting list each morning, follows the median first response weekly and moves shift hours to match the heatmap.
Sales team: contacts written to and response speed sit side by side for each rep, so a number that is slow to answer new leads stands out.
Agency with many numbers: one number per client; the numbers table shows which client takes the most effort.

FAQ

Do replies sent from the phone count? Toward the number's first response time, yes. The per-agent table includes only replies sent from the panel, because a phone reply cannot be tied to a person.

Are group messages included? Response time and the heatmap use private chats only. Messages you send to groups are part of the sent total; messages arriving in groups are not counted.

Can I see earlier months? You can look back up to 90 days, and only at messages that arrived after the number was connected. Conversations from before that are not calculated.

Can agents see each other's figures? No. The Reports screen is for the owner and admins; an agent sees only their own summary page.