Analytics Overview

Track your support team's performance with real-time analytics.

Accessing Analytics

Click Analytics in the left sidebar to view your dashboard.

Key Metrics

The analytics dashboard shows:

Conversation Metrics

• Total assignments - All conversations assigned to agents
• New conversations - Conversations created in the time period
• Closed conversations - Conversations resolved
• Open conversations - Current backlog
• Unassigned conversations - Conversations without an assigned agent

Performance Metrics

• Resolution rate - Percentage of conversations closed
• Avg first response - Time to first agent response
• Avg handle time - Time from assignment to resolution
• Messages sent - Total agent messages

Quality Metrics (when CSAT enabled)

• CSAT Score - Customer satisfaction rating (1-5)
• NPS Score - Net Promoter Score (-100 to +100)

Time Range Selection

Filter metrics by time period:

• 24h - Last 24 hours
• 7d - Last 7 days
• 30d - Last 30 days
• 90d - Last 90 days

Filtering Data

Narrow your analytics view with filters:

• Brand - Filter by specific brands
• Category - Filter by ticket category
• Tag - Filter by conversation tags
• Agent - Filter by assigned agent

Charts and Trends

View visual representations of your data:

• Assignment volume over time
• Response and resolution time trends
• CSAT and NPS score trends
• SLA breach tracking (Pro plan)

Exporting Data

Export your analytics to Excel:

• Set your desired filters and time range
• Click Export in the top bar
• Download the generated XLSX file

Export is available on Growth plans and above.