Historical analytics
Historical analytics is built on KPI snapshots — pre-computed aggregates rolled up nightly. This keeps long time-range queries fast at the cost of being eventually consistent: the toolbar reminds you that data is current to roughly one hour ago.
Open it at Analytics in the sidebar. The default landing page is Conversations; sibling modules sit on the tab bar one row below the toolbar.
Modules
The tab bar gives you five chart modules plus a Reports tab — the first five are each a separate page with its own KPI row and chart canvas, and the shared toolbar above applies to all of them at once. The sixth tab, Reports, opens the Reports library instead of a chart canvas.
| Tab | What it covers |
|---|---|
| Conversations | Volume by status, by channel, containment trend, transfer trend. |
| Response & SLA | First-response and resolution percentiles, SLA compliance, breach counts. |
| Agent Performance | Per-agent handled counts, FRT, CSAT, with a virtualised drill-down table. |
| Bot & AI | Recipe runs, completion rate, agent-node call volume and latency. |
| CSAT | Average score, response rate, score distribution, low-score detail table. |
| Reports | Opens the Reports library — pre-built reports you can run or schedule. Stays highlighted across the whole reports area. |
Toolbar — filters
The toolbar runs across the top of every module and applies to all of them. From left to right:
- Date range chip — opens a calendar to pick a custom from / to.
- Preset pills — Today, 7d, 30d, 90d. The default is 30d.
- Compare — toggles a “compare to prior period” overlay of equal length. When on, the chip caption shows the comparison window.
- Departments — multi-select dropdown of every department in the tenant.
- Channels — multi-select across WhatsApp, Web Widget, Mobile, Instagram, Facebook, Email, Voice.
- Agents — multi-select of active agents.
- Data current to ~1 hour ago — a static reminder that snapshots lag the live dashboard.
All multi-selects support search and “select all”; an empty selection means “all”.
Exports and reports
You can reach the Reports library two ways: the Reports entry in the left sidebar, or the Reports tab at the end of the Analytics module tab bar. Both open the same library, and the Reports tab stays highlighted across the whole reports subtree (library, a report run, report history, and scheduled reports). The Reports library lists twelve pre-built reports — Conversation Summary, Agent Performance, Team/Department, Bot Performance, CSAT Detail, SLA Compliance, Outreach & Campaign, Conversation Detail (Audit), Agent Availability & Shift, FAQ & Knowledge Base, Consent & Compliance, and Appointment Reminder.
Each card has two actions:
- Run Now — generates the report inline against the current filter set. From the run view you can Export as CSV, PDF, or JSON.
- Schedule — creates a recurring delivery. Pick the cadence, formats, and recipient emails on the scheduled reports page.
The History button in the top-right of the library opens a log of the last 50 export runs across the tenant.
Caveats
- Snapshots roll up in batches — expect up to ~60 minutes of lag between the live Dashboard and Analytics for very recent events.
- Soft-deleted conversations remain in analytics aggregates (they happened — only the visible record was hidden).
- Phase-5-owned reports (Outreach & Campaign, Appointment Reminder) show a “Pending Phase 5” badge but are still clickable so you can see the contract.