Analytics

Where Wallu reports conversation, resolution, social-post, and email analytics — the metrics, refresh behavior, exports, and honest limits of each dashboard.

Analytics

Wallu reports analytics in three separate places, one per product. Each pulls from a different data source, so this page walks through all three: Assist › Analytics (conversations, resolution, satisfaction), Studio › Analytics (social post views/likes/comments), and Reach › Email Analytics (deliverability, opens, clicks). Every analytics endpoint requires you to be signed in and is team-scoped — an owner sees their whole team's data, and team members see the owner's data they share.

Assist Analytics: conversations and resolution

Open the Assist product and click Analytics in the sidebar. This page is available to every user in the workspace (it is not owner-only).

Date range

At the top you get quick-range buttons — 7d, 30d, 90d, and All — plus two date inputs for a custom start and end. "All" spans from late-2024 to today. The range you pick is passed to every query on the page.

The metric cards

Total Conversations — every conversation in range, with an "X open · Y closed" breakdown underneath. Open = status open or in-progress; closed = status resolved.
Avg Response Time — shown in milliseconds. It is the gap between the first visitor message and the first bot/agent reply, averaged across conversations.
Escalation Rate — the percentage of conversations with status escalated (handed off to a human). The card also shows the raw escalated count.
CSAT — the average star rating (1–5) from post-conversation feedback, with the number of ratings collected. Feedback is gathered by the chat widget; conversations with no rating are simply excluded.

Charts and tables

Below the cards you get a Conversation Volume line chart (conversations per day), a By Platform bar chart (web, Discord, Telegram, Instagram, etc.), a Status Distribution pie (open / closed / escalated), and a Peak Hours chart. Further down are a Recent Feedback table (rating + comment per conversation) and a Feedback by Agent breakdown.

There is also an AI Sales Funnel section sourced from captured sales leads: total leads, pending, closed, abandoned, conversion rate, estimated revenue, and a recent-leads table showing the user, coupon code, estimated total, and status. See lead-pipeline for where those leads come from.

Export

Two buttons sit in the header. CSV downloads a flat summary (totals, response time, escalation rate, satisfaction). Report opens the Report Builder for a formatted report.

Honest limits on this page

Average resolution time is not surfaced on the dashboard. Wallu records resolvedAt on every resolved conversation, and the standalone metrics API can compute an average resolution time, but the combined dashboard endpoint currently returns 0 for it. Treat the closed count and escalation rate as your resolution signals, not a resolution-time number.
An AI Performance block (accuracy rate, confidence, corrections, tokens) appears when AI response logs exist. Those logs are written by the shared message pipeline whenever the bot generates a reply, so they cover essentially every channel — the web widget, email, API, Discord, Telegram, Slack, and Instagram/Facebook DMs.
A Bot Revenue block exists in the code but is not populated in the current build, so it does not render.

Studio Analytics: post views, likes, and comments

Open the Studio product and click Analytics. Alongside your project counts (clips, edits, motion renders, total duration), this page shows social post metrics for content you published through Wallu's scheduler — see social-posting and video-clipper.

What it shows

Totals across the selected range (7 / 14 / 30 days): views, impressions, likes, shares, comments, clicks, and post count.
Platform breakdown — views, likes, post count, and connected account handles per platform.
Top posts — your five best-performing published posts by view count, each linking out to the live post.

Only posts that were published through Wallu and have a stored platform post ID are counted. Posts from a disconnected account are skipped.

How the numbers refresh

Wallu re-fetches each post's metrics on a background cron that runs every 15 minutes, but it does not hit every post every time. It uses a tiered staleness rule based on how old the post is:

Under 6 hours old → refreshed every 15 minutes
Under 24 hours → every hour
Under 7 days → every 6 hours
Older → once a day

This keeps fresh posts current without burning API quota on posts that no longer change. Each run processes up to 200 posts (oldest-refreshed first), paces itself at ~0.5s per post, and backs off if a platform starts rate-limiting.

If you don't want to wait for the next tick, click Refresh on the analytics page. That triggers an immediate force-refresh of every eligible post, ignoring the age tiers, and returns once it's done.

Per-platform coverage

The metrics available differ by network because each platform's API exposes different fields:

X (Twitter) — impressions (shown as views), likes, retweets (as shares), replies (as comments).
YouTube — views, likes, comments. No impressions or shares.
TikTok — views, likes, shares, comments.
Instagram — likes and comments always come through. Views, reach, shares, and saves require the insights permission to be approved for your connected account; until then those stay at zero. Saves are surfaced in the "clicks" column.
Facebook — likes, comments, shares, and video views. Impressions and reach require the read-insights permission on the Page.
LinkedIn — impressions, likes, shares, comments, and clicks from organization share statistics.

Because these depend on the exact permissions granted when you connected each account (see channels), some columns can legitimately read zero even for a popular post.

Reach Email Analytics: deliverability and engagement

Open the Reach product and go to Email Analytics. This dashboard is built from email events (sent, delivered, open, click, bounced, complained, unsubscribed) plus per-campaign stats. See reach and email-campaigns.

Overview

Pick a period (7d / 30d / 90d / all) to see:

Volume — sent, delivered, opened, clicked, bounced, complaints, unsubscribes, split across automation, transactional, and campaign sends.
Rates — delivery rate (delivered ÷ sent), open rate (opened ÷ delivered), click rate (clicked ÷ opened), and bounce rate (bounced ÷ sent). Note the denominators: open rate is against delivered, and click rate is against opened, not against total sent.
Subscribers — total, active (subscribed), unsubscribed, bounced, new this period, and a growth rate versus the prior period. It also shows how many addresses are on your blocklist.

Timeline, campaigns, and health

Timeline — daily sent / delivered / opened / clicked / bounced for the last N days (30 by default).
Campaigns — the most recent campaigns with per-campaign sent/delivered/opened/clicked/bounced and rates.
Health score — a 0–100 deliverability score graded A–F, driven by your bounce rate, delivery rate, and blocklist size, broken into deliverability, engagement, list-health, and authentication sub-scores. If you haven't sent anything in the last 30 days it shows a distinct "No data yet" state rather than a fake perfect score.

Where your mail lands

ISP breakdown — sent/delivered/bounced/opened/clicked and rates grouped by provider (Gmail, Microsoft/Outlook, Yahoo, Apple, Proton Mail, and more), top 10 plus an "Other" bucket.
Additional breakdowns cover mailbox providers, devices, geography, link clicks, and a per-recipient timeline so you can trace one address's full history.

Quick reference

Assist › Analytics — conversation volume, response time, escalation rate, CSAT, sales funnel. Team-scoped. CSV + Report export.
Studio › Analytics — published-post views/likes/shares/comments, tiered auto-refresh (15 min for fresh posts) plus a manual Refresh.
Reach › Email Analytics — deliverability rates, opens/clicks, health score, ISP and device/geo breakdowns.

Related: dashboard, unified-inbox, tickets, studio.