Dashboards

Analytics ships with six ready-made dashboards, each answering a different question about your support. You can tailor which KPIs a preset shows, and when the presets aren't enough, build your own dashboards from the full metric catalog.

All dashboards share the same control bar — date range, aggregation, and filters apply to every chart on the page at once. See Filters and date ranges.

Preset dashboards

Overview

The health of your support at a glance.

• KPIs (4 shown by default): New conversations, Automation rate, Handle time, Resolution time. Also available: Resolution rate, Closed conversations, First response time, One-touch rate, CSAT score.
• Conversations by channel — a stacked bar chart of conversation volume over time, split by channel.
• Conversations by topic — a treemap of your conversation volume by topic.
• AI outcome funnel — a flow diagram showing where conversations end up: new conversations split into those the AI replied in, those it was assigned but didn't need to reply to, and those that went straight to a human, then into Resolved by AI, Transferred (any conversation a human took over from the AI, even one it never replied in), Constrained, and Pending, and finally Resolved by human.

AI Performance

How much your AI handles, and how well.

• KPIs (4 shown by default): Automation rate, Automated conversations, Time saved by agents, Involvement rate. Also available: Resolution rate, Transfer rate, Handovers, Decrease in resolution time, Decrease in first response time, Cost saved.
• Automation over time — a combined chart: bars show automated conversations split by channel, and a line overlays the resolution rate.
• Automation by topic — a table with one row per topic: automated conversations, answer rate, resolution rate, automation rate, and time saved.

Team Performance

How your agents are responding and resolving.

• KPIs (3 shown by default): First response time, Response time after transfer, One-touch rate. Also available: Resolution time, CSAT score.
• Agent performance — a table with one row per agent: conversations assigned, conversations closed, first response time, resolution time, one-touch rate, replies sent, and CSAT.
• First response time and Response time after transfer — trend lines over time.

Satisfaction

What customers say after their conversation is closed.

• KPIs (4 shown by default): CSAT score, CSAT response rate, Surveys sent, Average rating.
• CSAT over time — CSAT score per channel, plotted as overlaid lines.
• CSAT distribution — a bar chart of scored answers by the star rating given.
• CSAT: AI vs human — a grouped bar comparing CSAT score for conversations the AI closed against those a teammate closed.
• Satisfaction by agent — a table with one row per agent, your AI included: conversations closed, surveys sent, responses received, response rate, CSAT, and average rating.
• What customers said — comments left on answered surveys, newest first. Filter by Happy, Unhappy, or All; feedback left without a star still shows under All.
• Scored surveys — the individual survey answers behind the numbers above. A survey whose conversation was later deleted keeps its score but loses its link into the inbox.

Workload

Volume, throughput, and backlog over time.

• KPIs (4 shown by default): New conversations, Conversations replied to, Replies sent, Closed conversations. Also available: One-touch rate, Handle time, Zero-touch rate, First response time, Resolution time, Reopened conversations, Messages received, CSAT score.
• New vs closed — new and closed conversations side by side per period.
• Conversations by channel — a donut of volume by channel.
• Response time — the median response time trend.

Revenue & Conversion

Marked Coming soon. Revenue and conversion metrics require order attribution; the page previews the metrics that will light up once attribution is configured: Revenue influenced, Conversion rate, Orders influenced, Attributed AOV, Revenue per conversation, Revenue by channel, and Conversion funnel.

Customize a preset's KPIs

Each preset has more KPI candidates than it shows by default. To change which ones appear:

1. Open the preset's ⋯ menu and choose Edit metrics.
2. Toggle metrics on or off, and drag to reorder them.
3. Click Save.

Your selection is personal — it changes what you see, not what your teammates see. Closing the sheet without saving discards your edits.

Custom dashboards

Create a dashboard

1. Click the + button at the top of the Analytics sidebar.
2. Give the dashboard a name and pick its visibility:
   • Personal — only you can see it.
   • Shared with organization — everyone in your organization can see it.
3. Click create — the dashboard opens empty, ready for charts.

An organization can have up to 10 dashboards.

Add charts

Click Add chart to open the chart browser. Every available metric appears as one or more ready-to-add cards — for example "New conversations · KPI card" and "New conversations · Time series". You can:

• Search metrics by name.
• Filter by Section (Volume, Responsiveness, Productivity, AI performance, AI economics, Usage & plan, Quality, Topics & tags, Agents) or by chart type.
• Click a card to add it to the dashboard, or on desktop drag it straight onto the grid where you want it.

Some cards offer more than one chart style — for instance a breakdown metric that renders as a donut, bar, or table. Pick the variant you want before adding.

A dashboard can hold up to 20 charts.

Arrange charts

Charts live on a grid. Drag a chart to move it, and resize it from its bottom-right corner. Hover a chart to reveal its remove button. Layout changes save automatically.

Rename, share, or delete a dashboard

Hover a dashboard in the sidebar (or open the dashboard's ⋯ menu) to:

• Edit — rename it or switch it between Personal and Shared with organization.
• Delete — remove it permanently. You'll be asked to confirm; deleting a dashboard can't be undone.

Export a dashboard to CSV

Open any dashboard's ⋯ menu and choose Export CSV. The file contains the dashboard's metrics computed with the currently active date range and filters. Previous-period comparison values (the change pills on KPI cards) are not included in the export.