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Analytics
InsightsAnalytics tells you how your agents are actually performing — volume, speed, satisfaction and what customers keep asking.
Overview metrics
| Metric | Meaning |
|---|---|
| AI Messages | Total messages handled by AI |
| Human Messages | Messages handled by your team |
| Issue Reports | Problems reported by customers |
| Total AI Agents | Active agents in your workspace |
| CSAT Rating | Customer satisfaction score |
| Avg Response Time | How fast replies go out |
| Languages Used | Languages detected in chats |
Message trends
- Compare AI vs human volume over time
- Switch between daily, weekly and monthly
- See whether automation is actually absorbing the load
CSAT trends
Track satisfaction over time and measure the impact of a retrain or a settings change instead of guessing.
Response time
See how fast the agent replies day by day, and spot delays or inconsistencies.
Most asked questions
The highest-value screen in Analytics. It shows the real queries your customers send, ranked by frequency.
Read top questions
Find weak answers
Add knowledge
CSAT rises
Issue reports & top agent
- Which agent issues came from, and how many
- Your best-performing agent, with its CSAT, message volume and status
- Language distribution across your audience
Filters, export & access
- Filter by time range, for example the last 30 days
- Export reports for deeper analysis
- Team members see only their assigned agents; admins see everything