Management
Reports and analytics
The dashboard gives you a quick pulse check, in-depth reports show trends over time, and the visitors page shows who’s on your site right now.
Reading time · 5 min read
Three pages give different views of the numbers: Dashboard (real-time overview), Analytics/Reports (deeper, period-based analysis) and Visitors (who’s on your site right now). All are admin-only unless noted otherwise.
The dashboard
The first page most admins open in the morning. Shows open cases, average reply time, resolution rate and load by channel in real time — no filtering or export needed, just a quick pulse check on the day.
In-depth reports
- Response time and resolution rate compared across periods (e.g. this week vs. last week).
- Performance by agent — how many cases each person resolves and how fast.
- Load by channel — see whether email, chat or social channels take up most of the team’s time.
- CSV export for any period, to work with further in a spreadsheet or share with leadership.
Use the per-agent performance report to find where training or extra hands would shorten reply time the most — rather than guessing.
Real-time site visitors
The Visitors page shows who’s on your site right now, what page they’re viewing, and whether they’re already in a conversation. It’s the same data stream that powers the typing indicators in the chat widget and the live visitor-count badges in the side navigation.
Satisfaction surveys (CSAT)
If CSAT is enabled, a customer gets a short satisfaction survey the moment a case closes. Results show up both on individual cases and as an overall figure in the reports, so you can see changes in satisfaction over time, not just isolated comments.
Can agents see their own numbers?+
Analytics and reports are admin-facing by default, but each agent’s personal performance is visible to admins in the reports for comparison.
Can I export data for a specific period?+
Yes, choose the period in the report and click CSV export.
Does the dashboard update automatically?+
Yes, the dashboard and the visitors page update in real time without needing to reload the page.