Set up analytics dashboards

Where it lives

Open Dashboard > Analytics. Every number is computed from your actual ticket history - no demo data, no projections. You see only what your account has access to.

Pick a time range

Three windows: 7 days, 30 days, 90 days. Switching ranges is cheap - results are cached briefly so flipping back and forth doesn’t re-run a heavy query. If you have several bots, use the top selector to switch between them.

What’s on the overview

• Total tickets - all-time count.
• Open tickets - waiting for the first staff response.
• Total open - every open ticket, including ones that have been replied to.
• Closed tickets - resolved over the selected window.
• Today & yesterday - quick read for shift handover.
• Avg response time & avg resolution time- in minutes. We exclude outliers above seven days so a single stale ticket can’t skew the average.

Staff views

• Staff performance - tickets handled and average first-response time per staff member.
• Top resolvers - who actually closes tickets.
• Most active staff- total messages sent across all tickets. Closing isn’t the same as doing the work.

Ticket-shape views

• Category breakdown - count and average resolution time per category, so you can spot which topics chew up the most time.
• Repeat users - users with two or more tickets in the window. Pair with the dashboard inbox to follow up before they open a third.
• Daily stats- created vs. closed per day. Easy to eyeball whether you’re net-creating backlog.
• Busiest hours - only shown when there are at least 20 tickets in the window, otherwise the chart would be noise. Top six hours, by ticket count.

Bot activity log

A separate Logstab shows raw bot events - filter by bot, by event type. Useful when you’re debugging a misbehaving rule or trying to confirm an action fired. Owners can purge logs older than N days from the same screen.