How to create reports with Zoho Analytics from WhatsApp logs

To create reports in Zoho Analytics using WhatsApp logs from Zoho CRM you first need to synchronize these logs in Zoho Analytics by following the steps below:

1. Log in to Zoho Analytics with the super admin account (https://analytics.zoho.com/).

2. Click on the "Data Source" option (bottom left), and you will see the Zoho CRM option.

3. Click on "Edit Setup" in Zoho CRM.

4. Find the option "WhatsApp Logs" in modules, select it and press "Save".

5. To make sure the logs are updated, you can click on the "Sync Now" button. At the end of the process, you will have the data in Zoho Analytics.

How to create reports?

Now that the CRM "Analytics" account and "WhatsApp logs" are synchronized you can start creating reports.

Click on "+ Create" (top left).
You can create a new report/table in which to represent your data.
Select the "Graph View".
You can select other views if you wish; here we selected the graphics view in order to demonstrate how to create an information panel.

3. Configure the details of the information you want to appear in the graph. To help you with this step, we created some sample reports to make the day-to-day management of WhatsApp communications in your company easier.

Number of incoming/outgoing messages per month

In this report, we represent the number of messages in relation to time.

To start, select the variables on the left and drag them to where they are needed, the X-axis, the Y-axis, etc, following the references below:

1. Choose for the X-axis the variable "Sending date/time" with the value "Month&Year" to represent per month.

2. Choose for the Y-axis the variable "Id" with the value "Count", so that it acts as a counter for the number of messages.

3. In the "Colour" section, differentiate the direction of the messages with colours by selecting the variable "Direction" and the value "Real".

4. You can add a user filter with the variable "Sending date/time" so that the user that checks the report data can easily select the date range to be displayed.

5. With these parameters, you will create a report as seen below, where you can see the incoming/outgoing messages in different colours and the number of messages per month.

Number of people served per day per agent

In this report, we represent the number of customers served by each agent on a daily basis.

To start, select the variables on the left and drag them to where they are needed, the X-axis, the Y-axis, etc, following the references below:

1. Choose the variable "Sending date/time" to represent the time on the X-axis, using the value "Date" to display in days.

2. Choose the variable "To" for the Y-axis with the value "Count".

3. In the "Colour" section, use the variable "Message Owner" and the value "Actual" so that the number of messages for each agent is marked by colour.

4. In this case, use two filters:

- "Direction → OUT. This way, only the outgoing messages sent by the agents are displayed and not the incoming messages.
- Message Owner" → Select the users for which you want to display the number of messages sent.

5. Apply a user filter with the variable "Sending date/time", so that the user that checks the report data can easily select the date range to be displayed.

6. With these parameters, you will obtain a report of the following type:

Number of incoming messages per hour per day

In this report, we are going to measure at what times of the day we have more incoming messages.

As in the previous examples, you want to visualise the time on the X-axis with respect to the quantity on the Y-axis, as this report will serve to know at what time of the day there is more influx of messages.

To start, select the variables on the left and drag them to where they are needed, the X-axis, the Y-axis, etc, following the references below:

1. Choose for the x-axis the variable "Sending date/time" with the value "Time" to filter by the hours of the day.

2. Choose the variable "From" for the y-axis with the value "Count", to see the average of the total number of messages received, so it will be used as a differentiated counter.

3. Apply a "Direction" filter with the value "IN" so that only incoming messages are displayed and outgoing messages are discarded.

4. Apply a user filter with the variable "Sending date/time", so that the user that checks the report data can easily select the date range to be displayed.

5. With these parameters, you will obtain a report of the following type:

Number of templates sent per day

In this report, we are going to measure the number of templates sent per day.

To start, select the variables on the left and drag them to the needed location, the X-axis, Y-axis, etc., following the references below:

1. Choose for the X-axis the variable "Sending date/time" with the value "Full date", so that it shows the day, month and year.

2. Choose for the Y-axis; we will use the variable "Id" acting as a counter.

3. Use three filters:

- "Message" with the wildcard "Starts with" and type the # sign, as this is the nomenclature of the templates. This will filter the messages so that only the templates are shown.

- "Direction" → OUT. This way you will filter the templates so that only the sent ones are shown, discarding from the display the received ones.

- Status" → SUCCESS. With this, only the templates that have been sent successfully will be shown; if any of them have failed to be sent, they will not be counted in the display.

4. Apply a user filter with the variable "Sending date/time", so that any user that wants to check the report data can easily select the date range to be displayed.

5. With these parameters, you will get a report of the following type:

For the number of messages we will select the variable "Id" with the value "Count" so that it acts as a counter. In addition, in the " Colour" section we will distinguish the direction of the messages with colours by selecting the variable "Direction" and the value "Real".