Understanding Workspace Analytics Lead Management

The Lead Management section of your Workspace Analytics is where you get to track all metrics that are based from your leads' behavior while interacting with your team.

Accessing Lead Management:

  1. Go to your Workspace
  2. Click on the "Analytics" button and select "Lead Management"

Lead Management tables and graphs explained

Leads Contacted - this table is a summary of all information gathered from interactions with leads contacted. Information includes:

  • Conversation - lead contacted
  • Average response time - average response time throughout conversation with team mate
  • Messages sent by team - number of messages sent by team
  • Messages sent by leads - number of messages sent by leads
  • Sentiment analysis - identifier of how positive or non positive the conversation is
  • Message status - needs reply or awaiting reply
  • Team member - point of contact within team

Coming soon:

  • Tags - labeled conversations with chosen tags
  • First response time - first response time after first message sent by team
  • Keywords - keywords mentioned throughout the conversation

Needs Reply - this table is a summary of all information gathered from conversations that your team has yet to respond to. Information includes:

  • Conversation - lead contacted
  • Last message - overview of last message sent/received
  • Tags - labeled conversations with chosen tags
  • Time lapsed - elapsed time since last message sent/received
  • Team member - point of contact within team

Awaiting Reply - this table is a summary of all information gathered from conversations that you have yet to receive a response from. Information include:

  • Conversation - lead contacted
  • Last message - overview of last message sent
  • Tags - labeled conversations with chosen tags

Coming soon:

  • First follow up - time lapsed of first message sent 24 hours after the last message was sent by team
  • Second follow up - time lapsed of first message sent 24 hours after the first follow up sent by team
  • Third follow up - time lapsed of first message sent 24 hours after the first follow up sent by team

Leads' Response Time - an overview of your leads' first and average response time throughout their conversation with your team.

Keywords Mentioned by Leads - the number of instances your set keywords were mentioned by leads

Sentiment Analysis - comparison of positive vs non positive words used by your leads throughout the conversation.


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