> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Analytics overview

> Volume, AI deflection, response time, CSAT — the headline KPIs, plus drill-downs when you need them.

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

## Headline KPIs

The top of the page shows the numbers you'll quote in a weekly stand-up:

| Metric                   | What it tells you                                                                                  |
| ------------------------ | -------------------------------------------------------------------------------------------------- |
| **Conversations**        | Total real conversations opened in the period (test conversations excluded)                        |
| **AI deflection rate**   | Share of conversations the AI handled with **no human reply at all** — your true deflection number |
| **AI resolution rate**   | Share where an AI agent was attached and the conversation got resolved (any path)                  |
| **First response — P50** | Median seconds from inbound to first reply (AI or human)                                           |
| **Resolution — P50**     | Median seconds from open to resolved                                                               |
| **CSAT average**         | Mean of every 1–5 rating in the window                                                             |
| **Credits used**         | Total AI reply credits consumed                                                                    |

Every KPI shows a delta pill comparing the current window to the previous window of the same length.

## Time range

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

## 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.

## Drill into a metric

Each headline KPI has a dedicated page that goes deeper:

<CardGroup cols={3}>
  <Card title="Agent performance" icon="bot" href="/analytics/agent-performance">
    Per-agent volume, deflection, escalation rate, confidence.
  </Card>

  <Card title="Response time" icon="clock" href="/analytics/response-time">
    P50 / P90, distributions, SLA breach overlay.
  </Card>

  <Card title="CSAT" icon="face-smile" href="/analytics/csat">
    Score distribution, response rate, comments, breakdowns.
  </Card>
</CardGroup>

## Exporting

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

## 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**.