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Support analytics are only useful if you know what to do with them. Here's a breakdown of the key metrics in Kerabie's analytics dashboard and how to use them to improve your support operation.
Conversation metrics
First response time
The time from when a visitor sends their first message to when an agent first responds. This is the single most impactful metric for customer satisfaction.
Target: Under 2 minutes during business hours, under 5 minutes for teams with AI enabled.
Why it matters: A 1-minute increase in first response time correlates with a 5% drop in CSAT.
Resolution time
The total time from conversation start to resolution. Tracks how long it takes to fully solve a problem.
Target: Under 15 minutes for straightforward issues. Complex technical issues may be longer.
Resolution rate
The percentage of conversations marked as Resolved vs Closed. A low resolution rate suggests conversations are being closed without actually solving the problem.
Conversation volume by channel
Where are conversations coming from? This tells you where to invest in automation and staffing.
Agent metrics
Conversations handled
Raw volume per agent. Context-dependent — a good metric only alongside quality metrics.
Average response time per agent
Identifies agents who might need coaching or are overloaded.
CSAT score per agent
Individual satisfaction scores. Use this to identify both your top performers and those who need support.
Resolution rate per agent
Agents with low resolution rates are closing conversations without solving the problem. Worth a conversation.
CSAT (Customer Satisfaction Score)
Kerabie sends a rating request automatically when a conversation is resolved. Customers rate 1–5.
CSAT formula: (4s + 5s) / total ratings × 100
Industry benchmark: 85%+ is good. 90%+ is excellent.
Using analytics to improve
- Low first response time → High CSAT: Confirm the correlation in your data. If you see it, make first response time your primary KPI.
- High volume, low resolution: You need better quick replies and AI coverage.
- One agent with consistently low CSAT: 1:1 coaching, conversation review, or role change.
- Spike in volume on specific days: Staff proactively, or set up automations for predictable peaks.
Open your analytics dashboard →