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The Analytics dashboard gives you the four or five numbers that actually matter, with one-click drill-downs into the details.

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Headline KPIs

The top of the page shows the numbers you’ll quote in a weekly stand-up:
MetricWhat it tells you
ConversationsTotal real conversations opened in the period (test conversations excluded)
AI deflection rateShare of conversations the AI handled with no human reply at all — your true deflection number
AI resolution rateShare where an AI agent was attached and the conversation got resolved (any path)
First response — P50Median seconds from inbound to first reply (AI or human)
Resolution — P50Median seconds from open to resolved
CSAT averageMean of every 1–5 rating in the window
Credits usedTotal AI reply credits consumed
Every KPI shows a delta pill comparing the current window to the previous window of the same length.

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Time range

Top-right: pick a range (last 7, 30, or 90 days). All metrics, charts, and percentiles update together.

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Built-in charts

  • Volume by resolution path — a daily stacked bar of AI only vs AI + human vs human only so you can see deflection trending without doing math.
  • Channel mix — share of volume per channel (webchat, email, …).
  • Conversations over time — daily line chart. Spikes usually correspond to outages, launches, or campaign sends.
  • Hour-of-week heatmap — 7 × 24 grid coloured by volume. Useful for staffing.
  • Top tags — most-used tags in the window.
  • Top contacts — most-active customers.
Click a chart segment to filter the page.

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Drill into a metric

Each headline KPI has a dedicated page that goes deeper:

Agent performance

Per-agent volume, deflection, escalation rate, confidence.

Response time

P50 / P90, distributions, SLA breach overlay.

CSAT

Score distribution, response rate, comments, breakdowns.

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Exporting

Every chart has ⋯ → Export CSV for the raw numbers behind it. Handy for monthly board reports.

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Plan availability

The headline KPIs and the built-in charts above are available on every plan. The deeper sections — AI state breakdown, escalation reasons, confidence histogram, and the SLA breach overlay on response-time charts — are gated to Business+ (paywall key advanced_analytics.use). Lower plans see an upgrade card in place of those sections. The AI deflection and CSAT charts populate only when AI and CSAT are actually running — you’ll see an empty state with setup instructions if not. CSAT collection itself requires Growth and above.