Panel
Analytics
The analytics dashboard provides real-time insights into your support operations. Track conversation volume, response times, customer satisfaction, and operator
The analytics dashboard provides real-time insights into your support operations. Track conversation volume, response times, customer satisfaction, and operator performance.
Key Metrics
- Total Conversations: Volume over selected time period
- Average First Response Time: Time to first operator reply
- Average Resolution Time: Time from open to resolved
- CSAT Score: Customer satisfaction rating (1-5 scale)
- Bot Resolution Rate: % of conversations handled by AI only
Available Reports
| Report | Description | Granularity |
|---|---|---|
| Volume | Conversation count trends | Hourly / Daily / Weekly |
| Response Time | First reply and average times | Daily / Weekly |
| Satisfaction | CSAT scores over time | Daily / Weekly |
| Operator | Individual performance metrics | Weekly / Monthly |
| Traffic Sources | Pages where conversations start | Daily |
| Exports | Download CSV or PDF reports | Custom range |
Custom Dashboard Widgets
The analytics dashboard supports a customizable widget layout. Drag and drop widgets to rearrange your dashboard, and choose which widgets to display.
Available Widget Types
| Widget | Description |
|---|---|
| Volume Chart | Conversation count over time (line/bar chart) |
| Response Time | First response and average resolution trends |
| CSAT Score | Satisfaction ratings with trend indicator |
| Operator Leaderboard | Top performers by resolution count and CSAT |
| Live Visitors | Real-time visitor count and pages |
| Recent Activity | Latest conversations and events |
Customizing Your Dashboard
- Click the Customize button in the top-right of the analytics page
- Drag widgets to rearrange their position
- Click Add Widget to select from available widget types
- Click Save Layout to persist your configuration
Each operator can have their own widget layout. Your customizations are saved per user.
Czy ta strona była pomocna?