iCRM Omnichannel Analytics brings your WhatsApp messages, AI chatbot conversations, and VoIP phone calls into a single unified dashboard — so you can make faster decisions with the full picture.
The problem
Messages come in, AI replies, agents reply — but who's tracking response times? How many customers gave up waiting?
Calls are ringing — some answered, some missed. Which agent is overwhelmed? Which hours need more staff on the phones?
Your bot handles hundreds of conversations. How many actually needed a human? How much cost is it saving you?
Without a unified view, you're flying blind — WhatsApp numbers in one report, call stats in another, AI data somewhere else. Never the complete picture.
Four unified reports
Health score 0–100, 8 KPI cards with period-over-period arrows, channel mix doughnut, daily combined trend chart, and AI cost savings — all in one executive dashboard.
Unified leaderboard ranking agents by WhatsApp replies + VoIP calls. Click any agent to drill into daily patterns, channel split, answer rate, talk time, and customer count.
Search by phone number and see a merged chronological timeline of WhatsApp messages, AI replies, escalations, and phone calls. Understand exactly how each customer was served.
Track WhatsApp response SLA and call answer rates with visual gauges. 7×24 capacity heatmap identifies peak hours. Automated staffing recommendations — red for high demand, green for low.
Report ①
Your entire customer service operation in one health score. Open this once a day and know immediately if everything is running well — or needs attention. Four tabs: Command Center, Channel Comparison, Agent KPI, and AI & Automation.
Command Center tab — Health Score 54 (Fair), 285 total interactions, KPI cards with trend arrows, channel mix & daily chart
Channel Comparison tab — WhatsApp vs VoIP metrics side by side, peak hours & day-of-week charts
AI & Automation tab — AI vs Human split, AI-only conversations, escalations, RM savings estimate
Composite: WA response rate, call answer rate, AI deflection, customer growth — colour-coded Excellent/Good/Fair/Needs Attention.
Total interactions, WA messages, calls, customers, answer rate, avg response, AI deflection, talk time — all with period-over-period arrows.
WhatsApp vs VoIP metrics side by side. Peak hours chart shows when each channel is busiest. Day-of-week patterns.
Automatically calculates estimated ringgit savings from AI handling conversations that would otherwise need a human agent.
Report ②
See every agent's full performance across WhatsApp and phone in one combined leaderboard. Click any agent name to drill into their daily patterns, channel split, and response metrics.
Leaderboard — agents ranked by WA replies + VoIP calls combined, with activity score bar
Agent detail view — 8 KPI cards, channel split doughnut, daily activity & hourly pattern charts
Unified Agent KPI (inside Command Center) — all agents with WA replies, customers, calls, answered, missed, answer %, talk time
Agents ranked by total activity: WA replies + VoIP calls. Visual score bar shows each agent relative to the top performer.
Doughnut showing proportion of WhatsApp vs VoIP activity per agent. Reveal channel bias or coverage gaps.
When is this agent most active? Useful for shift planning and checking if working hours match the contract.
Report ③
Search any phone number — see every touchpoint that customer had with your business: WhatsApp messages, AI replies, agent responses, escalations, and phone calls — all merged into one chronological view.
Customer list — all customers with colour-coded event badges (WA, AI, agent, calls, escalations)
Customer detail — stats summary + full event timeline with legend
Customers are matched across channels by comparing the last 8 digits of their WhatsApp number with call-from/call-to numbers in the PBX records.
Report ④
Track WhatsApp response SLA and call answer rates with visual semi-circle gauges. Identify peak hours with a 7×24 capacity heatmap. Get automated staffing recommendations — red for high demand, green for low-activity hours.
SLA Dashboard tab — three gauges + daily SLA compliance trend + missed calls & WA breach lists
Capacity Heatmap tab — 7×24 grid, yellow to dark orange intensity, hover for WA vs call breakdown
Staffing Insights tab — hourly load chart + automated high demand (red) & low activity (green) hour badges
Three semi-circle gauges: Combined SLA %, WhatsApp SLA (configurable — default ≤5 min), and Call Answer Rate. Each with met vs breached count.
7-day × 24-hour interaction grid showing combined WA + call volume. Darker = busier. Hover any cell for channel breakdown.
Automated: red badges for hours with 1.5× above-average interactions, green badges for low-activity business hours — with specific action guidance.
Why unified matters
No more toggling between WhatsApp report, call report, and AI report. One dashboard covers everything.
A customer who messaged and called — you see both touchpoints together in one timeline. No more partial stories.
An agent handling calls all day shouldn't be judged only on WhatsApp metrics — and vice versa. One combined score.
Automated alerts before SLA breaches happen. WhatsApp response SLA and call answer rate tracked together.
See exactly how much your AI chatbot saves you — calculated in ringgit per period — compared to equivalent human effort.
Combined heatmap shows when you need people across all channels — not just WhatsApp or just calls in isolation.
One dashboard. Three channels. Complete visibility over your customer service operation.