Analytics
Conversation Analytics
Track volume, response times, and resolution rates.
The Conversations analytics dashboard gives you a high-level view of how your support operation is performing over any time range.
Accessing conversation analytics
Go to Analytics → Conversations in the sidebar.
Metrics explained
Volume
| Metric | Description |
|---|---|
| Total conversations | All conversations started in the period |
| New conversations | Conversations with no prior history from that visitor |
| Reopened | Resolved conversations that received a new message |
Response time
| Metric | Description |
|---|---|
| First response time | Time from visitor's first message to agent's first reply |
| Average handle time | Total time a conversation was open (first message to resolution) |
| Median response time | Middle value: less skewed by outliers than average |
Resolution
| Metric | Description |
|---|---|
| Resolution rate | % of conversations marked resolved |
| Resolved this period | Count of conversations resolved |
| Unresolved | Still open at end of period |
Charts
The Volume over time chart shows daily conversation counts. Toggle between:
- Total conversations
- Resolved conversations
- Unresolved conversations
The Response time trend chart shows how first response time has changed day by day, useful for spotting regressions after team changes.
Filtering
Filter all metrics by:
- Date range: today, last 7/30/90 days, or custom
- Team: see metrics for a specific team only
- Agent: drill down to an individual's numbers
- Channel: widget, API, or specific integration
Exporting
Click Export → CSV to download a row-per-conversation report. See History & Export for the full field reference.