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Analytics & Reports
Analytics overview
Track volume, response times, and team performance from your analytics dashboard.
Analytics overview
The Analytics dashboard gives you a bird's-eye view of your support operation - how many conversations are coming in, how fast your team responds, and how satisfied customers are.
Key metrics
| Metric | Definition |
|---|---|
| Total conversations | All conversations opened in the period |
| Resolved | Conversations marked Resolved |
| Avg. first response time | Median time from conversation open to first agent reply |
| Avg. resolution time | Median time from open to Resolved |
| CSAT score | Average customer satisfaction rating (1–5) |
Date range
Use the date picker in the top-right to change the period. Options include today, last 7 days, last 30 days, last 90 days, and custom range.
Conversation volume chart
The area chart shows daily conversation volume over the selected period. Hover over any point to see the exact count. Use this to spot trends, seasonal spikes, or the impact of a product launch.
Exporting data
Click Export CSV to download the raw data for the selected period and metric. See Exporting data for more.