§ 01What you get
Analytics is built from a nightly daily-stats rollup, so the numbers are stable and fast. The overview shows six headline KPIs with daily volume and a channel breakdown.
§ 02The metrics
Drill into channels and agents for the detail.
- Average first-response and resolution times
- Per-channel p95 latency
- Conversation volume and channel mix
- Message delivery success rate
- Agent leaderboards and a 0–100 health score
§ 03CSAT & agent feedback
After a conversation is resolved, the widget can ask the customer for a one-to-five rating and a comment.
- Workspace CSAT average, positive rate and star distribution
- A per-agent CSAT leaderboard with recent comments
- CSAT feeds into each agent’s health score
§ 04Exporting
Export the daily stats as CSV for your own reporting.
GET /api/analytics/export.csv?days=30
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