Conversation (Advanced): extend data range and show full comparison metrics
Shi Qing from SleekFlow
Users can't retrieve or export Conversation (Advanced) analytics data beyond 6 months, and the "Compare previous period" feature doesn't make up for this limitation. Getting the inbound and outbound breakdown per channel is also a manual process.
Current behaviour
- The date range is limited to 6 months, so monthly data over a longer period can't be viewed or exported.
- "Compare previous period" is described as giving access to up to 12 months of data. In practice, the metrics and charts still show only the selected 6 months. The previous 6 months appear only as a dotted line with a percentage change, and not all metrics reflect the comparison.
- The inbound and outbound breakdown per channel can be obtained, but only through a manual process (for example, filtering or checking each channel one by one). The bar chart tooltip shows only the conversation count and a percentage change per channel.
Impact
- Anyone who needs monthly or long-term reporting can't get the data they need, and a percentage-only comparison has little value on its own.
- Accounts with many connected channels spend significant time compiling each channel's inbound and outbound numbers by hand, which is time-consuming and prone to error.
Suggested improvements
- Extend data retrieval and export beyond 6 months (for example, 12 months or more).
- Show full comparison data when "Compare previous period" is on. Display the actual values for the previous period across all metrics, not just a dotted line and a percentage.
- Build the inbound and outbound breakdown into Conversation (Advanced), for example in the bar chart tooltip or as a per-channel table, so it no longer needs to be compiled manually.
- Include the comparison period and the channel breakdown in the CSV export, so the data can be analysed outside the platform.