Read analytics without losing the thread
Use the overview, realtime view, and operator table to decide what your support team should change next.
The TopSoft4U inbox is growing faster than usual on Monday. Are more visitors writing in, or are replies taking longer? Open Analytics, compare the last 30 days and then inspect the conversations behind any unusual change. A chart won't explain the cause by itself.
Start with the overview
Open Analytics in the dashboard navigation, or follow View analytics from the overview when that action is shown. The first row shows conversation volume, active visitors, average reply time and CSAT. The complete first-response panel underneath adds the SLA threshold, breach rate and average first response. Trend and operator charts sit farther down the page.
A single busy week can mislead you. Use 90 days when planning shift coverage, then narrow the period again if you're investigating something that changed a few days ago.
Check what is happening now
Open Realtime Analytics when the queue feels different from the weekly report. Active visitors, open conversations, queue depth, and team workload update together, so you can tell whether a slow response comes from staffing or a sudden spike in demand.
Compare operator performance
Operator Performance shows handled conversations, response times and satisfaction by person. Use the same dates for everyone. Someone managing a handful of difficult refund cases may look slower than a teammate answering short questions, even though the first operator worked through more complex issues.
Compare the team in the leaderboard
Open Operator Leaderboard from Analytics. Sort operators by handled conversations, CSAT, response time or resolution rate. One fast reply does not make an operator the best performer. Look at their volume and work mix, then compare the same date range across the team.
Review conversation sentiment separately
Open Conversation Sentiment in Analytics. The trend and distribution cover conversations with a completed AI analysis, not every message in your inbox. The chart separates positive, negative, neutral and mixed assessments. Check the number of analyzed cases before reading too much into the percentages. A CSAT score comes from a customer survey and measures something different.
Investigate a slower first reply
Compare the 7-day and 30-day ranges, then open Realtime Analytics. If the waiting queue is growing, check shift coverage and SLA policies. If volume stays steady, look for repeated questions and missing Knowledge articles. One chart cannot tell you whether staffing or a complicated procedure caused the delay.
For example, TopSoft4U may see invoice questions spike on Mondays. Compare billing requests with other topics before adding another support shift. Export the same date range you discussed with the team so the next report is comparable.
A simple review rhythm
Review the 30-day overview once a week. Check the realtime view during handovers, and use the operator view in one-to-one conversations. Export only the range you need to share.
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