Analytics

The Analytics page gives you a high-level view of how your support operation is performing. All metrics are calculated from your real platform data and update automatically.

Date range filter

All metrics on the Analytics page can be scoped to a time period:

• 7 days — Last 7 days (daily chart granularity)
• 30 days — Last 30 days (weekly chart granularity)
• 90 days — Last 90 days (weekly chart granularity)
• All time — Full history (monthly chart granularity)

Select the range using the filter in the top-right corner of the page.

KPI tiles

The top row shows five key performance indicators for the selected period:

Ticket volume chart

The volume chart shows how many tickets were created over time. The chart adapts its granularity to the selected date range (daily for 7d, weekly for 30d/90d, monthly for all time).

Use this to spot trends — busy periods, seasonal spikes, or the impact of product changes on support load.

Ticket status breakdown

A proportional bar chart showing the current distribution of tickets across all statuses: Open, In Progress, Waiting, Resolved, Closed.

Priority & lifecycle snapshot

Two panels showing:

• Current open tickets grouped by priority (Low / Medium / High / Urgent)
• Conversation health metrics: active, resolved, and escalated conversation counts + bot resolution rate

Account lifecycle strip

A row of account counts by lifecycle stage: Prospect, Active, At Risk, and Churned. Lifecycle stage lives on the Account (not on individual people) — see CRM — Leads, Contacts, Accounts, Opportunities for why. Shows new accounts added within the selected period.

Flow performance

A table of your deployed Flows showing:

• Total runs in the period
• Successful runs
• Failed runs

Use this to identify flows that are failing frequently or not running when expected.

Conversation insights — intent and sentiment

Every bot turn is tagged automatically with a customer intent (a short label like password reset, billing question, feature request) and a sentiment (one of positive, neutral, negative, frustrated). Tags update on every reply, so the latest reading reflects how the conversation feels right now — not just where it started.

Why "frustrated" is its own bucket. Negative covers a customer who's disappointed but composed. Frustrated is reserved for clear signals — anger, urgency, repeated complaints, escalating tone. It's a triage flag: a frustrated conversation usually wants human attention, not another bot reply.

Filtering the inbox. The inbox sidebar has two new dropdowns: Sentiment and Intent. Pick a sentiment to surface every conversation flagged that way (e.g. all "frustrated" conversations across every channel). Pick an intent to find every conversation about a specific topic. Each conversation row shows a small sentiment chip and the intent label below the customer name so you can scan without filtering.

Reports → Conversation Insights. The Reports page has a new section showing the sentiment distribution over the last 30 days, the negative+frustrated percentage with delta vs. the prior 30 days, and the top 10 intents with their counts. Use this to spot trends — a rising negative percentage often points to a product issue or a documentation gap. A new intent climbing the list often points to something worth a help article.

Email-channel conversations are tagged too. Email channels skip the bot pipeline by design — agents handle them directly — but each inbound customer email still triggers the same intent + sentiment tagger. So an angry email lands in the inbox already flagged as frustrated, and the inbox Sentiment / Intent filters surface email conversations alongside widget conversations. Tags refresh on every customer reply.

What's NOT tagged. Conversations created by an agent on the customer's behalf (e.g. a manually-opened ticket with no inbound message yet) won't be tagged until the customer actually says something. Tagging happens on the inbound side — bot replies trigger it on widget conversations, customer emails trigger it on email channels.

Reports

For more custom data views, go to Reports. Reports shows account health distribution, a 30-day customer lifecycle chart, onboarding plan status summaries, and the new Conversation Insights section described above.

For fully custom views, create a Mini-App (see the Mini-Apps guide).