Slack is an indispensable tool for business communication, especially the customer support team. But, its true potential lies in underlying data generated through daily interaction. No tool today provides such communication data. Analyzing Slack data can help the customer support team better understand the customer's queries, reduce response times, and resolve customer tickets. 

Slack analytics plays a pivotal role here. But there's a catch. Although Slack Analytics provides essential data, it's restricted. That's where third-party Slack Analytics tools like Worknet shine. Worknet tools help identify bottlenecks, improve response strategies, and optimize workflows by providing a granular view of communication patterns. 

Furthermore, by integrating these advanced analytical capabilities into their workflow, teams can improve communication strategies and anticipate future challenges and opportunities, leading to more proactive and strategic decision-making. 

Key Takeaways

Here are key takeaways you will take from this blog:

1. Detailed understanding of Slack Analytics and Slack Analytics Dashboard.
2. Learn where the native Slack dashboard Is missing. 
3. How does Worknet enhance the native Slack dashboard to provide advanced analytics to help the customer support team 

What Is Slack Analytics?

Slack Analytics is a Slack tool that provides an array of metrics to help team administrators understand how their workspace is utilized. But what makes it different is it's not just regular metrics. Slack Analytics reveals more than just messages sent. It reveals essential metrics like user trends and engagement statistics to help you take full advantage of your Slack channels. 

For example, suppose a customer support team is using Slack. Then Slack analytics will show essential metrics like files shared, total messages sent, reactions, etc. Support agents can see these metrics and understand the channel trends to handle situations better. 

However, since native Slack Analytics is quite limited, third-party analytics tools like Worknet come to the rescue. By enhancing the analytics, teams can get advanced data that native Slack analytics does not provide. For instance, Worknet’s Slack Analytics Bi provides customer support teams with metrics like response rates and first response time, which are helpful metrics to understand if customers' queries are getting answered on time or not. 

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What is Slack Analytics Dashboard?

Slack Analytics dashboard gives you an overview of your Slack Data. The dashboard lets you find information about messages, channels, and members in the workspace or enterprise grid organization. However, the data points you can get on the Slack Analytics dashboard depend on your subscription tier. 

The dashboard data points are categorized into Overview, Channels, and Members. 

Overview 

In the Overview section, you can get workspace activity and essential metrics listed below. 

• Total Messages: This metric includes messages sent in public, private channels and direct messages. It helps you understand communication volume in the workspace. 
• Public and Private Channels: In this, you can see the total number of private and public channels in your workspace. 
• Files Shared: This data point includes files shared across all the channels and direct messages. File format includes documents, images, videos, and audio files. 

Active Members: Here, you can see the active members within the workspace. Thus giving you an idea of overall usage.

 Make your Slack channels work smarter, not harder: Worknet's Slack Dashboard shows you the way.Book a demo

The Channels

The channel section shows the details of each Slack channel. You can measure key channel metrics that are contributing to your workplace communication. 

• Total Messages: This data point shows the number of messages sent within the specific channel. It can help you understand which channels have high activity and which are dormant. 
• Members: This figure denotes the complete number of participants in a channel, aiding in the assessment of the channel’s communication breadth.

Reactions: This tally records all reactions within a channel, offering a window into the engagement dynamics of that channel.

Members

The section dedicated to members delivers comprehensive insights into individual user activities, enhancing the understanding of each team member's contribution to the workspace.

• Total Messages: This statistic reveals the aggregate number of messages each member sends in all channels and direct messages.
• Reactions Given: This figure quantifies the total reactions a member has made, indicating their engagement level in conversations.
• Days Active: This metric signifies the tally of days a member has been active in the workspace during the chosen timeframe.
• Mentions: This statistic shows the frequency with which each member has been mentioned in channels or direct messages, shedding light on their participation in discussions.

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What is Missing in Slack’s Analytics?

Although Slack Analytics gives you a 360-degree view of how your customer support teams use the platform, it has some limitations. 

For example, your customer support team might not use Slack to handle customer queries. You might be using email, Salesforce, Intercom, and other customer service tools to provide support. And thus, all this data must be aggregated in one place. Current Slack Analytic tools cannot do that. 

It does not give you an overview of data from all the channels. Hence, you will be left scratching your head when you put the pieces back to get an understanding. In other words, you will be missing critical conversations and related data essential to improve your customer service. 

Other critical metrics are lacking in Slack Analytics. For example, it doesn't provide customer metrics like resolution time, customer satisfaction, and first response rate. All these metrics are critical for customer support teams using Slack.

The tool also doesn't differentiate between customers and support agents, which means all conversations get mixed. Private channels are excluded from Analytics, meaning you cannot track engagement and other metrics without private customer channels.

In summary, while Slack Analytics provides valuable information, it lacks the advanced insights to help customer support teams improve their work and reduce the burden. External Slack analytics tools like Worknet Slack Analytics Dashboard help you understand your team members' working and communication patterns. 

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How Worknet’s Slack Analytics Enables Advanced Insights in Slack?

Worknet's BI Dashboard for Slack provides detailed analytics beyond what Slack's native analytics offer. It focuses on giving comprehensive insights into engagement and productivity. Key features include tracking first response time, resolution time, and message volume in specific channels. 

The dashboard also includes leaderboards to identify performance metrics. Users can monitor engagement and productivity metrics across the team, access multiple customizable reports, and pinpoint areas for improvement. This level of detail helps optimize team performance and enables data-driven decision-making, enhancing Slack communication and boosting productivity overall.

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Benefits of using Worknet’s Slack Analytics

Worknet's Slack Analytics provides several benefits. They are as follows:

1.Comprehensive Engagement and Productivity Metrics

Our Slack Analytics dashboard covers aspects like first response time, resolution time, and message volume in specific Slack channels. These insights help in identifying areas for improvement and optimizing team performance.

2.Custom Reports

Worknet provides quick access to various custom reports. Thus, helping you identify communication trends in real-time and make data-driven decisions.

Additionally, all the reports are customizable based on specific needs. You can choose the metrics that matter the most, adjust periods, and more to gain relevant insights for your team.

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3.Enhancing Efficiency in Help Channels

By measuring Slack activity and leveraging analytics tools, you can optimize help channels for maximum efficiency and customer satisfaction. Key practices include streamlining channel structure, assigning channel moderators, encouraging Collaboration, improving response times, and regular review and optimization based on Slack activity metrics.

4.Consistency In Data

Many third-party tools give consistent or accurate data. But Worknet’s Slack dashboard tool gives you real-time insights into your Slack workspace activity with 100% accuracy guaranteed. This accuracy reduces any misunderstanding between teams.

5.High Security

We understand security is essential in online apps and follow strict security guidelines. Since Worknet is a fully native Slack app, all the users using this app are pre-authenticated by Slack. Moreover, all your data is hosted safely in the USA's Google Cloud platform data centers. Your data is in good hands since all the data is encrypted using industry-standard TLS 1.2 or TLS 1.3. We also encrypt our storage under Advanced Encryption Standard (AES) encryption for double security.

See what you've been missing: Worknet's Slack analytics give you 360° visibility of your team's communication.Book a demo

How to Access the Worknet’s Slack Analytics Dashboard in Slack?

To access Worknet's Slack Analytics dashboard, follow the steps given below

Step 1: Visit Worknet's Slack Analytics Page. Click on Add to Slack. 

Then, on the new window, Sign in to your workspace by adding the workspace link.  Before you install Worknet's Slack Analytics app, you must have permission from Slack Workspace.  

Step 2: After installing, you can activate the Worknet app on any Slack Channel that needs it. Simply type /invite @worknet or simply @worknet for each channel.

Congratulations, you have successfully added Worknet's Slack Analytics dashboard to your Slack workspace. Let the magic begin.

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Conclusion

As you can see, insights gathered through Worknet's Slack Analytic dashboard go beyond basic metrics. The deeper analysis helps you identify and address communication gaps, streamline workflows, and foster a more engaged and responsive team environment.

 Make your Slack channels work smarter, not harder: Worknet's Slack Dashboard shows you the way. Book a demo