Analytics
Analytics helps support leaders understand support volume, AI quality, workforce activity, SLA health, surveys, live chat engagement, sources, clients, and feedback.Dashboards
| Dashboard | What it shows | Filters |
|---|---|---|
| General | Volume, clients, channels, response speed, and operational overview. | Time, channel, status, customer/account. |
| AI Agent | Agent runs, answer rate, skip reasons, confidence, latency, feedback, and named-agent performance. | Time, named agent. |
| Workforce | Operator workload, assignees, macros, and handle-time readouts. | Time, status, customer/account. |
| SLA | First response, next response, resolution, and breach risk. | Time, channel, status, customer/account. |
| Surveys | CSAT and NPS responses, trends, and distribution charts. | Time, channel, customer/account. |
| Live chat | Widget impressions, opens, closes, and engagement. | Time. |
Time Ranges
Analytics opens in Real time, which means today from local midnight to now. Other ranges include Last 7 days, Last 30 days, Last 90 days, All time, and Custom.Ask AI
Ask AI answers questions from the currently loaded analytics data. It can reference:- Filtered conversations.
- Message previews and loaded message bodies.
- Support-agent runs.
- SLA rows.
- CSAT and NPS survey responses.
- Macro usage.
- Client rows.
- API source readiness.
Print and Drilldown
- Print opens a report-friendly export view with summary and detail tables.
- Drilldown opens the rows behind the current dashboard.
- Chart cards can expose fullscreen and CSV-style detail views where supported.
Surveys in Analytics
The Surveys dashboard combines:- CSAT, scored from 1 to 5.
- NPS, scored from 0 to 10.
- Survey type, channel, customer, score, comment, survey name, and date.