Understanding Your Analytics Dashboard

Analytics Dashboard

The Analytics section provides a comprehensive view of your support team's performance. Go to Analytics in the sidebar to access it.

Key Metrics

The dashboard displays these headline metrics:

• Total Conversations: Number of conversations this month (with trend compared to previous period)
• Average Response Time: How quickly agents send the first reply
• Average Resolution Time: How long it takes to resolve a conversation
• Customer Satisfaction: Average rating from customer feedback
• Bot Resolution Rate: Percentage of conversations resolved by the AI without human intervention
• Total Messages: Combined sent and received message count
• Active Conversations: Currently open or pending conversations

Date Range

Use the date range filter to view metrics for different periods:

• Last 30 days (default)
• Last 60 days
• Last 90 days

Conversation Trends

A time-series chart shows daily conversation volume, helping you identify patterns and plan staffing.

Channel Distribution

See how conversations are distributed across channels (Widget, Email, WhatsApp, Instagram, Messenger) to understand where your customers prefer to reach you.

Status Breakdown

A breakdown of conversations by status helps you spot bottlenecks. For example, a growing number of pending conversations might indicate understaffing.