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Thirdlane

Internal Communications

Internal Communications separates activity between your own people from activity with customers. Every other analytics category is about calls and messages crossing the organization boundary; this one is about the traffic that never leaves it.

Open it from Reports > Organization Analytics, then choose Internal Communications from the category dropdown.

Typical questions

  • How much of our phone traffic is internal rather than with customers?
  • Has chat replaced some internal calling?
  • Which departments have adopted Thirdlane Connect, and which have not?
  • Which internal channels are actually being used?

What counts as internal

Internal Calls are employee-to-employee calls that never touched a DID or a trunk. Customer inbound and outbound calls are excluded, and so are calls to voicemail and feature codes - dialling your own mailbox is not a conversation with a colleague.

Connect Chat counts internal Connect messages between employees, both one-to-one and group. Customer SMS and WhatsApp are excluded; those belong to Contact Center Analytics under Messaging.

Keeping the boundary strict is what makes the category worth having. Internal traffic mixed into contact-center figures inflates volume and flatters answer rates, because colleagues answer each other far more reliably than customers get answered.

Internal Calls

Volume per day or week split into answered and no answer, an hourly distribution, and three tables: Top Callers, Most Called, and Top Pairs showing which people call each other most.

Top Pairs is the one that tends to be read for something it does not show. It is a communication-frequency measure, not a productivity or performance measure, and pairs at the top are usually people whose roles require constant coordination.

Connect Chat

Messages per day or week, split one-to-one against group, with an hourly distribution and a Top Participants table.

Read this alongside Internal Calls over the same period rather than on its own. Chat volume rising while internal call volume falls is a change of habit rather than a change of workload, and only the pair of trends together shows it.

Connect Usage

Connect Usage is a snapshot of current configuration and ignores the date range. It reports what exists now: channels by visibility, the largest channels, adoption by department, and which users are Connect-enabled.

That exception is deliberate, since the question it answers is “who is set up and what exists” rather than “what happened last month”. It does mean the section will not change when you change the date range, which is expected rather than a fault.

Public channels are open to everyone in the organization; private channels are invite-only.

Access

The category is available to administrators whose role includes call reporting. Organization administrators see their own organization only.

The Connect sections require Connect to be enabled for the organization, and hide themselves when it is not. Connect Chat reports message counts and participants only - it never exposes message content. To read conversations, use Message Detail Records, which is separately permissioned.