Analytics
Check on your team's productivity, see how much your AI handles, and track volume and response times — with preset dashboards and custom ones you build yourself.
Use Analytics to check on your team's productivity and efficiency, see how much of your support the AI agent handles, and spot trends in volume, topics, and response times. Analytics comes with five ready-made dashboards, and you can build your own from a catalog of metrics.
Who can access Analytics
Analytics is available to members with the Manager, Admin, or Owner role. Members with the Agent or Associate role see a "No access" notice instead — ask an admin to upgrade your role if you need to view analytics.
Finding your way around
On desktop, Analytics has its own sidebar:
- Preset dashboards at the top — Overview, AI Performance, Team Performance, Workload, and Revenue & Conversion.
- Shared with organization — custom dashboards visible to everyone in your organization.
- Personal — custom dashboards only you can see.
- A + button in the top-right corner to create a new dashboard.
On mobile, the preset dashboards appear as horizontal tabs instead.
Dashboards
What each preset dashboard shows, and how to build and share your own.
Filters and date ranges
Scope every chart on a dashboard by date, channel, category, agent, and more.
How metrics are calculated
The exact definition behind every number — no guesswork.
The preset dashboards
Overview
The health of your support at a glance.
AI Performance
How much your AI handles, and how well.
Team Performance
How your agents are responding and resolving.
Workload
Volume, throughput, and backlog over time.
Revenue & Conversion
Revenue and conversion driven by support — coming soon.
Revenue & Conversion is marked Coming soon: revenue and conversion metrics require order attribution, and they'll light up once attribution is configured.
Comparing to the previous period
Every KPI card compares its value to the immediately preceding period of the same length. If you're looking at the last 30 days, the change pill compares against the 30 days before that. The pill is direction-aware: for time metrics like First response time, a decrease shows as an improvement.
Drilling into the conversations behind a number
Many numbers in Analytics are clickable. Click a KPI card, a chart slice, or a funnel stage, and a side panel opens listing the exact conversations behind that number. Each row links straight into the inbox, so you can go from "escalations spiked on Tuesday" to reading the actual escalated conversations in two clicks. The list loads more as you scroll.
Not every metric can be drilled — only those where a list of conversations exactly reproduces the displayed number. Counts, medians, and rates are drillable; metrics that tally multiple events per conversation (like Messages received) are not.
How fresh is the data?
Analytics is computed from each conversation's full event history and refreshed on a schedule that runs every 15 minutes. Numbers you see can be up to about 15 minutes behind the live inbox — they are not real-time.
Exporting data
Every dashboard — preset or custom — can be exported to CSV from its ⋯ menu. The export contains the dashboard's metrics computed with the currently active date range and filters. See Dashboards for details.