In Uspacy, you can create custom analytics reports not only for CRM, Tasks, or custom entities, but also for External channels. These reports help you analyze chat activity, evaluate the performance of different communication channels, and gain better insight into where customer inquiries originate.
With these reports, you can monitor the number of chats, analyze first response times, compare communication channels, and filter data by members, dates, and other criteria. For example, you can create a report showing how many chats came from Telegram, Instagram, Facebook, Viber, or your website widget, and display the results in a convenient format such as a chart, graph, or table.
For a detailed overview of creating custom analytics reports, including the View by, Measure by, and Group by settings, see the article "How to create your analytics report."
Creating an External channels report
From the entity drop-down list, select External channels. The report will be generated using data from this tool.
Next, enter a clear, descriptive report name so it's easy to find later in the report list. You can also add a brief description below. While optional, a description helps team members quickly understand the report's purpose.
If needed, configure the Applied filters section. Filters allow you to limit the data included in the report. If no filters are applied, the report will include all chats from External channels.
The following filter fields are available for External channels reports:
- Channel
- Members
- Chat responder
- Creation date
- Date of the first reply
- Date of the last inquiry
As with other custom reports, you can add multiple conditions and select how they should be combined, for example: match all conditions at the same time or at least one condition.
Next, configure how the report data will be displayed. External channels reports support seven different chart types. The best option depends on the type of analysis you need:
- Use a Pie or Donut chart to visualize proportions.
- Use a Column or Line chart to compare values.
- Use a Horizontal bar chart to compare channels or other attributes in greater detail.
When configuring an External channels report, you'll work with three key settings:
🟣 View by. This setting determines which attribute the report is based on.
Available options include:
- Members
- Author of the last message
- Who replied
- Channel
- Creation date
- Date of first reply
- Date of the last inquiry
For example, if you select Channel, the report will display the distribution of chats across all connected external communication channels and website widgets.
🟣 Measure by. This setting determines which metric the report analyzes.
Available options:
- Number of chats
- First response time
This allows you to either count the total number of chats or analyze how quickly your team responds to new client inquiries.
🟣 Group by. This setting lets you further break down report data for more detailed analysis.
Available options:
- No grouping
- Members
- Author of the last message
- Who replied
- Channel type
For example, you can create a report that compares all connected channels while grouping the results by channel type, allowing you to distinguish between messaging apps, social media platforms, and website widgets.
If you're using a donut chart, you can also enable the following options:
- Show values
- Show percentage %
This displays both the exact values and their percentage share directly on the chart.
Once you've finished configuring the report, click Create.
The report will then appear in the Reports & widgets tab. An External channels label will be displayed next to the report name, making it easy to identify which tool the report belongs to.
External channels reports provide valuable insights into client communication by bringing key metrics together in one place. They allow you to:
- Track the number of chats.
- Analyze first response times.
- Compare the performance of different communication channels.
- Build reports for specific members.
- Customize data visualization using various metrics and grouping options.
These reports give your team a clearer view of client inquiries, helping you quickly assess workload, monitor chat handling quality, and evaluate the effectiveness of each communication channel.
If you have additional questions or you need to contact the support, send a request to this email [email protected]
Created: June 25, 2026 / Updated: June 26, 2026