Analytics shows how many conversations your team handles, how fast it responds and how customers rate the result. This article explains each page and its numbers.
Every report has the same date range picker: Today, 7 Days, 30 Days, 3 Months, 6 Months, 12 Months or Custom. All numbers on the page are for the selected range.
Screenshot: the Reports Overview page with the date range picker
Two charts show Conversations Over Time and Resolution Time Over Time so you can spot busy days and slow days.
Total Conversations, Pending and Resolved, plus Avg First Response (time from the customer's first message to the first reply) and Avg Resolution Time. The Conversation Trend chart shows volume by day.
One row per agent with Conversations, Avg First Response, Avg Resolution and CSAT, and a Conversations by Agent chart. See the article on agent performance for how to read it.
Conversations, Avg First Response and Avg Resolution for each label. Use it to see which topics bring the most volume and the slowest handling.
The same metrics per inbox, so you can compare WhatsApp, Instagram, Messenger, Email, Live Chat, Telegram, LINE and Twilio inboxes.
The same metrics per team, which shows how shared queues and team assignment affect handling speed.
Customer Satisfaction lists the rating distribution and the latest ratings with written feedback, contact, conversation, assigned agent and date. Low scores can be reviewed with an AI review that is internal only and never visible to the customer. CSAT surveys are configured from CSAT settings on this page.
When an SLA policy exists, this page shows Total SLA Hits, SLA Breaches and Breach Rate, and an SLA Breach Events log with the breach type (First Response, Next Reply or Resolution), the conversation and the time. Without a policy the page asks you to set up an SLA first.
For AI Agents: AI Resolution Rate (conversations the AI resolved without a human), Avg Confidence, Customer Sentiment (positive or negative), Frustrated Customers and a Response Breakdown of resolved versus handed to a human. Lower confidence correlates with handoff and frustration.