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The Analytics Dashboard is the central health view for your customer service operation. It displays real-time updated metrics and historical indicators so you can quickly identify bottlenecks, demand peaks, and improvement opportunities.

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Accessing the dashboard

In the sidebar, click Analytics. The Dashboard tab is the default view for the section.
Analytics dashboard with real-time metric cards

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Real-time metrics

The cards at the top of the page show the current state of customer service, with automatic updates every 60 seconds:
Total number of service sessions currently in progress. The color indicator (green, yellow, red) signals whether volume is within normal capacity, in alert, or critical based on your historical peaks.
Average time between the user’s last message and the agent’s response, calculated over active conversations from the last 1 hour. Includes variation relative to the previous hour to contextualize the trend.
Conversations waiting to be assigned to an agent. A high number here indicates a need to increase service capacity or review the routing configuration.
Percentage of conversations closed as resolved in the last 24 hours. A drop in this rate may indicate issues with the agents’ knowledge base or an increase in demand complexity.
Average satisfaction score collected via post-service surveys. Displayed when there is sufficient data in the selected period.

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Period filters

Use the date selector in the upper-right corner to adjust the analysis period:
  • Today
  • Last 7 days
  • Last 30 days
  • Custom period (calendar)
Real-time cards always reflect the current moment, regardless of the period filter. The filter only affects the charts and historical tables below the cards.

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Historical charts

Below the real-time cards, the dashboard displays time-series charts with:
  • Conversation volume by hour — useful for identifying demand peaks and valleys throughout the day.
  • Distribution by channel — breakdown of conversations by WhatsApp, Instagram, widget, and other connected channels.
  • Agent performance — ranking of agents with the most conversations, lowest response time, and highest resolution rate.
  • Conversations by status — pie chart with the proportion of open, waiting, resolved, and abandoned conversations.

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Visual alerts

Status indicators on the cards follow a consistent pattern:
StatusColorMeaning
GoodGreenWithin normal limits
WarningYellowApproaching the limit — monitor
CriticalRedAction required

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Exporting dashboard data

To export the displayed data, go to Analytics > Exports or use the download button available on each chart individually. See more details on the Report Export page.

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Required permissions

Only users with the owner, manager, or trainer roles have access to the analytics dashboard. Attendants and members cannot view this section.