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.

Hidden filters do not affect the active dashboard.

Dashboard-Specific Filters

Filters are intentionally different by dashboard. A filter only appears when it matches the data behind the current dashboard:

General and SLA use conversation-oriented filters: time, channel, status, and customer/account.
AI Agent uses time and named-agent filters so teams can compare agent answer rate, skips, confidence, latency, and feedback.
Workforce uses time, status, and customer/account filters for operator work queues.
Surveys uses time, channel, and customer/account filters across CSAT and NPS.
Live chat uses time only because it reports widget events.

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.

Answers include citations that open the underlying drilldown rows.

Agent Run Data

The AI Agent dashboard uses persisted support-agent runs from real workspace flows. Sandbox or Lab previews are useful for testing, but they should not be treated as customer-run production analytics. Provider/model/cost visibility is operator/internal context where exposed and should not be copied into customer surfaces or public API responses.

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.

See Surveys for configuration.

Usage And API Capacity

Plan usage appears in Settings rather than Analytics. Use Settings → Billing for monthly public API call counts, live API checks, per-key API usage, plan limits, and add-on state.

​Analytics

​Dashboards

​Dashboard-Specific Filters

​Time Ranges

​Ask AI

​Agent Run Data

​Print and Drilldown

​Surveys in Analytics

​Usage And API Capacity