A single source of truth for every conversation, assignment, and response.
The analytics layer turns inbound events, normalized conversations, assignments, replies, status updates, SLA timers, and audit logs into dashboards that help operations teams understand what really happened.
The Reconciliation Problem
Without an immutable event log, operations teams struggle to reconcile what the channel provider claims vs. what the agent platform records.
Provider Report Mismatch
API says 1,000 messages delivered, platform shows 950 conversations.
Unassigned Conversations
Messages that reached the platform but were never routed to an agent.
Expired Windows
WhatsApp 24h reply windows expiring before an agent can respond.
Missed Events
Webhooks dropped by the server without retry mechanisms.
Agent Claim Disputes
Disagreements over whether a message arrived during an agent's shift.
Lack of Traceability
Inability to prove exactly when a specific message state changed.
Event Log Pipeline
Every action is recorded sequentially. If a conversation count mismatches, the event log provides the exact audit trail.
Reconciliation Dashboard
A real-time view tracking raw provider events against normalized platform assignments.
Reconciliation Engine
Agent Productivity
Monitoring SLA compliance, handle times, and resolution rates.
Agent Performance Tracker
| Agent | Online Time | Handled | SLA | CSAT |
|---|---|---|---|---|
A Agent A | 6h 12m | 142 | 100% | 4.9 |
B Agent B | 5h 45m | 128 | 98.5% | 4.8 |
C Agent C | 6h 02m | 156 | 99.1% | 4.9 |
D Agent D | 4h 30m | 92 | 96.4% | 4.5 |
Channel Performance
Analyzing volume and SLA risk across different engagement channels.
Channel Performance matrix
Support-to-Order Analytics
Visualizing the correlation between high-quality support conversations and downstream commerce activity without making hard financial claims.
Audit-Ready Reporting
Beyond standard analytics, the platform maintains strict audit trails for operational compliance and security reviews.
Immutable Event Stream
Assignment History
Transfer Reason Logs
Template Changes
Routing Rule Changes
Exportable Reports
Admin Activity Audit
Failed Webhook Logs
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Need reliable reporting across customer conversations?
Digital Elliptical can design a custom analytics layer for your support operations, ensuring every conversation is logged, tracked, and reconciled.