Understand busy periods
See started, closed and reopened conversations, alongside the current open count. Compare started and closed conversations with the previous period, and filter by one or more websites.
See where your support needs attention.
Understand how many questions arrive, how quickly the first answer comes and how conversations are resolved. Use the dashboard to decide where your team needs more time or a clearer approach.
Look beyond a single reply-time number
View first replies from your team and AI separately. The median, average and P90 help you understand typical and slower first replies, measured within the opening hours that applied at the time.
Follow a question through to resolution
Review resolution time, handovers and the mix of answers. Break down activity by website, origin, channel or human/AI handling to see which part of your support deserves a closer look.
From a busy inbox to a useful decision
More conversations. Is your team keeping up?
A growing SaaS product or a busy webshop can bring more questions. Analytics helps you see what changed before deciding how to respond.
Understand the reports and their measurements →Choose a useful period
Select the dates and websites you want to review and look at incoming and closed conversations.
Check where the delay is
Review your team’s first reply times alongside resolution time. The first uses opening hours; resolution time is elapsed time from creation to the latest closure.
Decide what to adjust
Use the pattern to review staffing, support guidance or a part of your product. Check a later period to see how the figures develop.
A clearer basis for deciding where to spend your team’s attention.
Help your customers. Learn from every conversation.
Start free with your team, analytics and customer feedback. Discover what helps your support improve.
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