Analytics and Reporting

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The Analytics page provides insights into your support operations, AI performance, and team productivity. Use these metrics to identify trends and optimize your customer support.

Accessing Analytics

Click Analytics in the left sidebar. The page loads with the default 30-day view.

Real-Time Stats

Three cards at the top show live data:

Metric Description
Active Conversations Currently open conversations
Messages (Last Hour) Message volume in the past 60 minutes
Avg Response (Last 10) Average response time for recent messages

Date Range Selection

Customize your view with:

  • Quick Ranges: “Last 7 Days” or “Last 30 Days” buttons
  • Custom Range: Click the date picker to select specific From/To dates

Key Metrics

Five key performance indicators:

Metric What It Measures
Auto-Resolve Rate Percentage of conversations handled entirely by AI
Avg Response Time Time from customer message to first response
Avg Resolution Time Time from conversation start to resolution
Conversations Total conversations in the selected period
Messages Handled Total messages, split by AI vs Agent

Charts and Visualizations

Message Volume Over Time

Line chart showing daily message counts. Helps identify:

  • Peak days
  • Trends over time
  • Seasonal patterns

Channel Distribution

Pie chart showing message volume by channel:

  • Live Chat
  • WhatsApp
  • Instagram
  • Email
  • LinkedIn

AI vs Human Messages

Bar chart comparing AI-handled messages to agent-handled messages over time.

Hourly Pattern

Bar chart showing message volume by hour of day. Use this to:

  • Staff appropriately during peak hours
  • Configure business hours automation

AI Performance Section

Detailed breakdown of AI metrics:

  • Confidence scores: Distribution of AI confidence levels
  • Escalation reasons: Why AI escalated to humans
  • Knowledge gaps: Topics where AI lacks coverage

Agent Performance

Table showing individual agent metrics:

  • Messages handled
  • Average response time
  • Resolution rate

Click any agent row for a detailed performance view.

Exporting Data

Click Export to download your analytics:

  • Export CSV – Analytics Summary: Spreadsheet of metrics
  • Export PDF – Analytics Report: Formatted report for sharing

Additional Analytics Sections

Depending on your plan, you may see:

  • Knowledge Gap Dashboard: Topics customers ask about that aren’t covered
  • Copilot Analytics Dashboard: Usage and effectiveness of AI Copilot
  • AI Follow-Up Analytics: Performance of automated follow-ups
  • AI Ticket Suggestion Metrics: Accuracy of AI ticket suggestions

Best Practices

  1. Review weekly: Establish a cadence for analytics review
  2. Compare time periods: Look for week-over-week or month-over-month changes
  3. Act on knowledge gaps: Add missing content to your knowledge base
  4. Balance AI and human: Aim for high auto-resolve rate without sacrificing quality
  5. Share insights: Export reports for stakeholders and team meetings
  6. Monitor agent workload: Ensure work is distributed fairly across the team