Support Hourly Granularity for Conversation Analytics Metrics (Per-Channel)
Victor Lum from SleekFlow
Customers who run high-volume customer service operations need to report on agent workload at an hourly level, not just daily. Currently, Conversation Analytics only supports "Group by" at Day, Week, or Month granularity. The existing hourly heatmap in Advanced Analytics only covers conversation open/close events and shows a distribution pattern across a date range — it does not provide the actual metric counts for a specific hour.
Requested capability:
- Add hourly grouping to Conversation Analytics, including both Dashboard view and CSV export, so customers can verify the following metrics per hour:
> Messages received (incoming customer messages)
> Unique customers received (deduplicated count of customers who sent at least one message)
> Messages sent by human agents (filtered by isSentFromSleekflow=true and deliveryType=Normal)
> Unique customers handled (deduplicated count of customers who received at least one human agent reply)
Requirements:
- Support "Group by: Hour" alongside the existing Day / Week / Month options.
- Respect the workspace timezone setting when computing hourly boundaries.
- Allow filtering by Channel, so metrics can be isolated per channel (e.g., Telegram, WhatsApp, Facebook).
- Include hourly data in the CSV export, not just the on-screen view.
- Ideally include the same four metrics listed above, with consistent definitions matching the raw API fields.