Analytics, Insights & Reports Command Center

Executive Summary

The Analytics & Reporting Command Center (/dashboard/analytics) is the centralized business intelligence, performance auditing, and financial telemetry hub of the Wabixo WhatsApp Business platform. It transforms raw conversational streams, agent activities, Meta WhatsApp template dispatches, and prepaid wallet transactions into structured, actionable operational data.

Whether diagnosing customer friction points with automated AI sentiment clustering, monitoring 24-hour customer service window expirations, tracking First Response Time (FRT) across support agents, or auditing Meta conversation spending, this module equips business owners, shift supervisors, and operations directors with complete end-to-end visibility.

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1. System Architecture & URL Structure

The Analytics module is accessible at /dashboard/analytics. The interface uses URL query parameters (?tab=<tab-id>) to enable direct deep-linking, browser bookmarking, and role-based view isolation. Additionally, a dedicated drilldown route (/dashboard/analytics/report/:id) provides a full-screen, split-pane investigation workspace for AI conversation reports.

Analytics Command Center (/dashboard/analytics)
├── 1. Sent Template Report
│   └── Overview (`wallet-spending-overview`)
│       └── Broadcasts Breakdown (`wallet-spending-broadcasts`)
│
├── 2. Chat Analytics
│   ├── Chats (`dashboard` / `overview`)
│   │   ├── Overview (Daily Volume & Chat Counts)
│   │   └── Detailed Sessions View
│   ├── Expiring (`expiring`)
│   ├── Solved Reports (`solved`)
│   ├── Feedback (`feedback`)
│   └── Tag Insights (`tag-report`)
│
├── 3. AI & Reports
│   ├── AI Chat Analysis (`ai-reports`)
│   │   └── Dedicated Report Drilldown (`/dashboard/analytics/report/:id`)
│   ├── Agent Summary (`agent-summary`)
│   ├── Report History (`agent-report-history`)
│   └── Chat Summaries Log (`chat-summaries`)
│
├── 4. Messaging
│   ├── Messaging (`messaging`)
│   ├── Template Logs (`template-logs`)
│   └── Unsubscribe Report (`unsubscribe`)
│
└── 5. Team & Agents
    ├── Team Health (`team-health`)
    └── Agent Performance (`agent-performance`)

Last-Visited Tab Persistence

The platform automatically records the user's active analytics tab in local storage (savePageTab('/dashboard/analytics', tab)). When an agent or supervisor returns to the Analytics menu from the Team Inbox or Contacts screen, the platform automatically restores their previously selected view.

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2. Plan Entitlements & Subscription Gating

Access to advanced reporting tiers is governed by subscription plans via usePlanEntitlement(). If a user attempts to access a gated section on an unsupported tier, Wabixo displays an interactive PlanGate modal explaining the missing feature and providing a 1-click upgrade button.

Analytics Category	Required Entitlement Key	Minimum Subscription Tier	Gated Behavior When Ineligible
Sent Template Report	None (Core Feature)	Lite (Free) & All Plans	Unrestricted access for all billing managers.
Messaging Metrics	None (Core Feature)	Lite (Free) & All Plans	Unrestricted access for all agents.
Template Logs	None (Core Feature)	Lite (Free) & All Plans	Unrestricted access for all agents.
Unsubscribe Report	None (Core Feature)	Lite (Free) & All Plans	Unrestricted access for all marketing staff.
Chat Analytics Suite	analyticsChatInsights	Launch (₹999/mo) and higher	Shows "Unlock Chat & Session Analytics" modal.
Expiring Chats Monitor	analyticsChatInsights	Launch (₹999/mo) and higher	Shows "Unlock Expiring Window Reports" modal.
Solved Reports & CSAT	analyticsChatInsights	Launch (₹999/mo) and higher	Shows "Unlock Solved Reports & CSAT" modal.
Tag Insights	analyticsChatInsights	Launch (₹999/mo) and higher	Shows "Unlock Tag Insights" modal.
Team Health Dashboard	analyticsTeamPerformance	Launch (₹999/mo) and higher	Shows "Unlock Team Health Metrics" modal.
Agent Performance	analyticsTeamPerformance	Launch (₹999/mo) and higher	Shows "Unlock Agent Productivity Analytics" modal.
AI Chat Analysis	analyticsAiReports	Connect (₹1,799/mo) and higher	Shows "Unlock AI Chat Analysis" modal.
AI Agent Summary	analyticsAiReports	Connect (₹1,799/mo) and higher	Shows "Unlock AI Agent Summaries" modal.
AI Report History	analyticsAiReports	Connect (₹1,799/mo) and higher	Shows "Unlock AI Report History" modal.
Chat Summaries Log	analyticsAiReports	Connect (₹1,799/mo) and higher	Shows "Unlock AI Chat Summaries Log" modal.

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3. Role-Based Permissions (RBAC) Matrix

In addition to subscription tiers, each user's internal role must have specific granular permissions enabled in Settings > Roles & Permissions. If a user lacks the necessary permission, a dedicated Access Restricted card with a lock icon is displayed.

Reporting Sub-Tab	Internal Permission Flag	Description & Scope	Default Roles Granted
wallet-spending-overview	CanManageBilling OR CanViewInvoices OR CanViewAnalyticsOverView	View recharge history, prepaid wallet deductions, and delivery progress.	Owner, Admin, Billing Manager
wallet-spending-broadcasts	CanManageBilling OR CanViewInvoices	Itemized campaign cost audit per template.	Owner, Admin, Billing Manager
dashboard (Chats)	CanViewAnalyticsChats OR CanViewAnalyticsOverView	In-depth chat volume, active queues, and conversation lifecycles.	Owner, Admin, Shift Supervisor
expiring	CanViewAnalyticsExpiring	Real-time monitor of chats approaching 24h window limit.	Owner, Admin, Supervisor, Agent
solved	CanViewAnalyticsSolvedReport	Resolution velocity, agent attribution, and closing remarks audit.	Owner, Admin, Supervisor
feedback	CanViewAnalyticsFeedback	Customer CSAT star ratings (1–5★) and written feedback remarks.	Owner, Admin, Supervisor
tag-report	CanViewTagAnalytics	Tag frequency distributions and resolution velocity per tag.	Owner, Admin, Supervisor
ai-reports	CanViewAnalyticsOverView	Executive AI conversation clustering and friction analysis.	Owner, Admin, Supervisor
agent-summary	CanGenerateAgentSummaryReport	Generate AI-driven staff performance scorecards.	Owner, Admin, Supervisor
agent-report-history	CanGenerateAgentSummaryReport	Permanent historical archive of AI agent summaries.	Owner, Admin, Supervisor
chat-summaries	CanViewAnalyticsOverView	Per-chat AI summary audit log with 1-click Team Inbox links.	Owner, Admin, Supervisor
messaging	CanViewAnalyticsMessaging	Message delivery funnel, inbound/outbound channel activity, and agent contribution.	Owner, Admin, Supervisor, Agent
template-logs	CanViewAnalyticsTemplateLogs	Real-time log of every pre-approved Meta WhatsApp template sent.	Owner, Admin, Supervisor, Agent
unsubscribe	Core feature (true)	Audit trail of customer opt-outs, DND uploads, and opt-in restoration.	Owner, Admin, Marketing Manager
team-health	CanViewTeamHealth	Live agent presence states, active chat load, and window expiration risks.	Owner, Admin, Shift Supervisor
agent-performance	CanViewAnalyticsAgentPerformance	Queue velocity, Unique Chats vs Times Marked metrics, and CSAT scores.	Owner, Admin, Shift Supervisor

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4. Global Header Controls & Filtering Engine

The Analytics Command Center includes a standardized top toolbar for slicing and scoping business data across multiple dimensions:

┌────────────────────────────────────────────────────────────────────────────────────────────────────────┐
│ [📅 Start Date - End Date] [⚡ Presets: 7D | 14D | 30D] [📱 WABA: +91 98765 00000 ▼] [🔒 Mask PII: ON] │
└────────────────────────────────────────────────────────────────────────────────────────────────────────┘

A. Date Range Engine

• Quick Presets: Select pre-configured reporting intervals: Today, Yesterday, Last 7 Days, Last 30 Days, or This Month.
• Custom Calendar Range: Select exact start and end dates via native date pickers.
• 90-Day Boundary Protection: Long-range tabs (such as Messaging Metrics) enforce a maximum query limit of 90 consecutive days. If a user enters a range exceeding 90 days, the engine automatically clamps the range and displays a notification toast: "Date range limited to maximum 90 days".

B. Multi-WABA Switcher

For organizations operating multiple WhatsApp Business numbers under a single account (e.g. separate sales, customer care, and regional franchise numbers):

• The header switcher allows leaders to isolate telemetry for a specific phone number ID (X-Phone-Number-Id).
• Data is strictly partitioned in the database (waba_number_id), ensuring zero data cross-contamination.

C. Customer PII Masking (maskUserData)

To comply with global data privacy frameworks (such as GDPR and DPDP):

• When PII masking is enabled in User Profile Settings, customer phone numbers and names are masked across all analytics tables and charts (e.g., +91 98765 ***** and P**** S*****).
• Authorized administrators can temporarily reveal numbers if they have explicit contact export permissions.

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5. Summary of the Five Analytics Pillars

┌─────────────────────────────────────────────────────────────────────────────────────────────────┐
│                                   THE 5 OPERATIONAL PILLARS                                     │
├─────────────────────────┬───────────────────────────────────────────────────────────────────────┤
│ 1. Sent Template Report │ Outbound template delivery success, Meta billing rates, and wallet    │
│                         │ deduction telemetry.                                                  │
├─────────────────────────┼───────────────────────────────────────────────────────────────────────┤
│ 2. Chat Analytics       │ Customer lifecycle status, 24h window expiration countdown, CSAT      │
│                         │ ratings, and conversation tag distribution.                           │
├─────────────────────────┼───────────────────────────────────────────────────────────────────────┤
│ 3. AI & Reports         │ Autonomous conversational AI clustering, automated agent coaching     │
│                         │ evaluations, and searchable per-chat summaries log.                   │
├─────────────────────────┼───────────────────────────────────────────────────────────────────────┤
│ 4. Messaging            │ Inbound vs outbound channel activity, 5-line status time series,      │
│                         │ template delivery tracking, and DND unsubscriptions.                  │
├─────────────────────────┼───────────────────────────────────────────────────────────────────────┤
│ 5. Team & Agents        │ Real-time agent availability, window expiration risk, queue velocity  │
│                         │ & backlog trends, and Unique Chats vs Times Marked scorecard.         │
└─────────────────────────┴───────────────────────────────────────────────────────────────────────┘

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6. Comprehensive Navigation Matrix

Explore the dedicated documentation guides for detailed step-by-step instructions:

Guide Name	File Link	Detailed Content Covered
Sent Template & Wallet Spending	02-sent-template-and-wallet-spending.md	Delivery rate progress bars, Meta pricing categories (Marketing vs Utility vs Auth), wallet balance deductions, and broadcast campaign cost auditing.
Chat Analytics & Resolution	03-chat-analytics-and-resolution.md	The 8 interactive status cards, 24h service window countdown buckets, 5-card solved reports audit, 1–5★ CSAT surveys with daily trend chart, and tag volume correlations.
AI Reports & Chat Summaries Log	04-ai-reports-and-chat-summaries.md	Macro customer sentiment scoring, dedicated 3-pane drilldown page (/dashboard/analytics/report/:id), AI agent coaching reviews, searchable report history archive, and 3-card chat summaries log.
Messaging & Template Logs	05-messaging-and-template-logs.md	Message delivery funnel (4 cards), volume metrics (4 cards), agent manual outbound contribution, 5-line time-series graph, line-by-line template dispatch logs with chat links, and unsubscribe DND management.
Team Health & Agent Performance	06-team-health-and-agent-performance.md	Agent presence tracking (Online, Away, Offline), exact Health Score formula (100 - expired*15) and thresholds, queue velocity & backlog trend chart, and 8-column performance table (Unique Chats vs Times Marked).

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7. Customer Support AI Agent Playbook & FAQs

This section provides standard answers for the Customer Support AI Agent to resolve user inquiries regarding the Analytics Command Center.

Q1: "Why does my screen say 'Access Restricted' when I click on Solved Reports or Team Health?"

Resolution: Access to individual analytics tabs is protected by role-based permissions.

1. Check with your Workspace Administrator or Owner.
2. Have the Administrator navigate to Settings > Roles & Permissions.
3. Verify that your assigned role has the corresponding permission checked (e.g., CanViewAnalyticsSolvedReport for Solved Reports, or CanViewTeamHealth for Team Health).
4. Refresh your browser after permissions are updated.

Q2: "Why do I see a popup saying 'Unlock Chat & Session Analytics'?"

Resolution: This feature is part of our Launch Plan (₹999/mo) or higher. Your workspace is currently on the Lite Plan. To access Chat Analytics, Solved Reports, CSAT Feedback, and Team Health dashboards, an account owner can upgrade the subscription via Settings > Billing & Subscription.

Q3: "Can I view analytics across multiple WhatsApp numbers at the same time?"

Resolution: For security and multi-tenant isolation, data is tracked per WhatsApp Business number ID (waba_number_id). To view statistics for another number, use the WABA Switcher in the top navigation bar. Aggregated billing and wallet balance summaries across all numbers are available under the Sent Template Report overview.

Q4: "Why does the Messaging Metrics tab reset my date selection when I select 6 months?"

Resolution: To maintain high-speed query performance and avoid database contention, the Messaging Metrics tab enforces a maximum range limit of 90 consecutive days. Please select a timeframe within 90 days. For quarterly or annual compliance exports, run consecutive 90-day queries or contact support for dedicated data warehouse exports.