Analytics and Reporting
Conversation volume, AI resolution rate, sentiment trends, top intents, and team performance — all in one dashboard, isolated per tenant.
Metrics that tell you what to fix
Conversation volume
Total inbound conversations per channel, per day. Spot traffic spikes and capacity issues before they hit your team.
AI resolution rate
What percentage of conversations the AI closed without human intervention. Track this over time as you improve your knowledge base.
Sentiment analysis
Aggregate sentiment score across all conversations. Drill into negative-sentiment threads to identify recurring pain points.
Top intents
The most common reasons customers are reaching out. Use this to prioritise knowledge base content and automation rules.
Team performance
Per-agent metrics: average handle time, conversations closed, CSAT score (when collected). Run fair performance reviews with data.
Technical implementation
Real-time, isolated dashboards
Analytics are rendered in real time from a time-series store. Each tenant sees only their own data — enforced at the query level, not by filtering.
Per-tenant isolation
Every analytics query is scoped to the requesting tenant via the same Postgres Row-Level Security policies that govern all data. No cross-tenant data leakage is possible at the query layer.
Know what's working. Fix what isn't.
Analytics available on all plans. Advanced reporting on Professional+.