Analytics Dashboard

Monitor your support performance with real-time analytics.

Accessing Analytics

Click Analytics in the left sidebar to view your dashboard.

Dashboard Overview

The analytics dashboard shows three sections:

Assignment Metrics

Key performance indicators for your support team:

• Total assignments: Conversations assigned in the period
• Resolution rate: Percentage of conversations closed
• Avg first response: Time to first agent reply
• New conversations: Conversations started
• Closed conversations: Conversations resolved
• Avg handle time: Time from assignment to resolution
• Open conversations: Current backlog
• Messages sent: Agent messages in the period

Each metric shows a comparison to the previous period with trend arrows.

SLA Performance

Track your service level agreement compliance:

• Backlog by Priority: Open conversations by priority level
• SLA Compliance: Met vs breached targets for first response, resolution, and follow-up

Knowledge Base Performance

Measure your help center effectiveness:

• Published articles: Total live articles
• Article views: Total views recorded
• Helpful rate: Average helpful feedback
• Deflection rate: Self-serve resolution rate

Time Period Selection

Filter analytics by time range:

• Last 24 hours
• Last 7 days (default)
• Last 30 days
• Last 90 days

Select a range from the dropdown in the top right.

Filtering Data

Narrow your analytics with filters:

• Brand: Select one or more brands
• Category: Filter by ticket category
• Tag: Filter by conversation tags
• Agent: View specific agent performance