The 17 analytics views reference
Analytics is organized into pages that each answer one kind of question. This reference first lists the current pages, then covers the full catalog of 17 named analytics views, so you can use it as a map when you know what you’re looking for or you’re following an older analytics link.
A custom role may be given only some Analytics pages, so the rail can show fewer pages than listed here if your role doesn’t include them all. Depending on your tenant’s superadmin availability settings, some of the More reports may also be hidden.
Analytics pages and legacy reports
The Analytics rail lists these pages in this order:
- Overview: the headline KPIs in one place, plus Support paths. Support paths is shown on Overview only.
- My boards: your own boards and custom cards. This replaces the old Custom Report view. See Build custom analytics.
- Agents: per-agent work and how it is credited.
- Calls: call reporting, now its own report. Shown only when your workspace has a phone channel.
- Conversations: volume and how conversations flow through your team. It opens on a single “In, out and what is left” chart with Totals, By channel and By age views.
- Response times: how quickly customers get a first reply and a resolution.
- Satisfaction: customer satisfaction, surveys and feedback.
- Agent Stack: AI resolution and automation performance.
- Teams: each team, transfers between teams and channel switches.
- More reports: the operational reports that don’t have a page of their own, such as Knowledge, Snooze, Journey tracker, Alerts & risks and Incidents.
- Definitions: what each measure means and how it is calculated.
A card’s Open the full definition link opens Definitions at that measure’s row.
Two rules apply across the pages:
- Scope line. Under the filters, a scope line states what the page is currently covering, so you can check that the numbers below match the window and filters you set.
- Tiles name their base. A rate, share or average on a tile says what it is measured against, for example the conversations or calls it was calculated from. Read the base before comparing two numbers.
The pages are not one-to-one replacements for the 17 classic views below, so the catalog stays useful as a map from an older view or link to the question it answered.
Note on the count in this page’s title. The registry holds 17 named views, and the current page list is not a 17-item list. The title is kept as-is for now because the live help-centre article is keyed on it; treat the catalog below, not the number, as the reference.
The views
1. Overview
The executive summary. Headline KPIs in one place: new conversations, touched conversations, SLA compliance, avg first response, avg resolution time, CSAT, reopen rate, backlog growth. Avg first response is not measured for voice/phone-only filters, so voice views show N/A for first response; use the Calls report’s How long the callers waited section for answered callers’ waits in 30/60/90 s bands. Most KPIs show period-over-period trend indicators; backlog growth is already the change metric, so it appears without an additional comparison trend.
Overview also shows Support paths, which appears on this page only.
Use when you want a single-glance read on whether things are getting better or worse.
2. Conversations
Volume and speed. Conversations over time, new conversations by channel, first response time buckets, resolution time buckets, backlog aging. The page opens on a single “In, out and what is left” chart, with Totals, By channel and By age views.
Use when you’re checking volume and how quickly conversations get a first reply and a resolution.
3. Agent Stack
Operational Agent Stack overview metrics: AI resolution rate, handoff rate, self-service-by-market breakdowns, and resolution or automation trends. For Agent Stack metrics, resolved means a stack-assigned conversation that is closed in Done or Archived; reopened conversations drop back out, and archive-only reporting elsewhere may differ. Handover reasons, capability gaps, recent handovers, and improvement recommendations now live in Supervisor.
Use when measuring AI ROI or checking high-level automation performance.
4. Knowledge
Help Centre traffic, search insights and Agent Stack knowledge usage. Article views, top articles, search volume, Agent Stack knowledge citations.
Use when you want to know which content is working and what gaps exist.
5. SLA
SLA compliance trend and SLA breaches by channel.
Use when you’re investigating SLA breaches (“we breach every Monday morning”).
6. Customers & CSAT
Survey funnel (sent → opened → rated → completed), response rates, rating distribution, channel performance, sentiment analysis, feedback volume trends. Written feedback opens from the CSAT commentary/card through See all comments; the pane lists full comments plus score, contact, team, channel, and date metadata, with an Open the conversation link when a conversation exists. AI-summary quotes carry an Open the conversation link when you have access to the underlying conversation.
Use when you’re tracking customer satisfaction or trying to figure out which channels produce happier customers.
7. Agent Performance
Per-agent metrics: conversations worked, interactions, replies, phone calls, closed conversations, time to close, reply SLA, and a per-channel breakdown.
The Agent overview table credits the agent who did the work — the person who sent the reply, answered the call or closed the conversation — not the agent the conversation is assigned to. Only agents who were active in the selected period show.
- Conversations worked — Conversations the agent replied in or answered a call in. A conversation counts once for the whole selected period, so single days can add up to more than the period.
- Interactions — Every reply plus every answered call. A transferred call counts for each agent the customer spoke to. Days add up to the period.
- Replies — Typed replies only.
- Phone calls — Answered calls: inbound, outbound and callbacks. Replies plus Phone calls is Interactions.
- Closed — Conversations the agent set to Done.
- Time to close — The median time from when the conversation was last reopened, or created, to the agent’s close.
- Reply SLA met — Of the agent’s replies to a customer who was waiting, the share sent inside the SLA target.
AI replies, automated messages and internal notes do not count as agent replies. Being assigned a conversation earns no credit — only replying to it, talking to the customer on a call or closing it does.
Per channel splits the same work by channel, as Conversations worked or Interactions. A reply counts on the channel it was sent by (an SMS reply in an email conversation counts under SMS), and an answered call counts under Voice. A conversation counts once per channel for the whole period, so a row can be more than the agent’s Conversations worked when they replied on two channels in one conversation.
Use when you’re coaching specific agents or comparing teams.
8. Teams & Countries
Regional and organizational breakdowns: team-level KPIs, country-level volume, regional trends. In the current pages, team-level breakdowns are on Teams, which also covers transfers between teams and channel switches.
Use when you’re sizing up regional growth or comparing team capacity.
9. Conversation Types
Breakdown by your conversation tags (top 10). Volume trends, performance per category, color-coded visualizations.
Use when you want to understand what customers are contacting you about, not just how many.
10. Alerts & Risks
Early warning system. Active alerts, risk scores, performance anomalies, actionable recommendations.
Use when something feels off and you want the system to point at what.
11. Customer Journey
How customers move through your support: channel switching, repeat contacts within the selected date range, touch count distribution, journey duration, customer effort score.
Use when investigating “why are customers contacting us multiple times for the same issue?”
12. Journey Tracker
Template-based multi-step process tracking (onboarding, returns, escalation). Completion rates, milestone tracking, template comparison, channel comparison.
Use when you’ve defined journey templates and want to see how customers progress through them. The view shows only when the Journey Tracker feature is on for your workspace.
13. Phone
Voice analytics. The old Phone page is gone; Calls is now its own report, with Callbacks and Phone menu sections. It covers call counts, timing metrics, queue wait metrics, abandon metrics and new phone calls over time. You need the Phone page permission to see it.
Use when you’re managing a voice operation or callback queue.
14. Snooze Analytics
How your team uses snooze: patterns, durations, post-snooze outcomes, re-snooze rates.
Use when investigating “are we using snooze as a procrastination tool, or genuinely deferring?”
15. Incidents
Incident counts for the selected period. Four KPIs — Active now, Opened, Resolved and Mean time to resolve — and two tables, Opened by severity and Opened by component. The view needs only its own Analytics page permission, not access to the Incidents module.
Use when running incident retrospectives.
16. Custom Report
Replaced by My boards and custom cards. Build your own boards and cards; the natural-language builder generates charts from plain-English questions. See Build custom analytics.
Use when none of the other views answer the question you have.
17. Support Overview
A one-page support summary: touched conversations, avg resolution, CSAT, Agent Stack usage and SLA compliance, with summary cards for Conversations, Agent Stack, Customer Journey, Phone, Knowledge (FAQ self-service) and Alerts & Risks, plus CS ticket volume for the last 12 weeks and top issue categories for last week.
Use when you want one support summary page across these areas.
If a listed view is missing from your Analytics rail, it may be disabled for your tenant, or your custom role may not include that Analytics page, rather than the view being unavailable in the product.
Picking which view
- How are we trending overall? — 1. Overview
- How is volume and response speed? — 2. Conversations
- Is the AI working? — 3. Agent Stack
- Which articles are working? — 4. Knowledge
- Are we hitting SLAs? — 5. SLA
- Are customers happy? — 6. Customers & CSAT
- Is one agent struggling? — 7. Agent Performance (Agents)
- Are we growing in a specific region? — 8. Teams & Countries
- What are people contacting us about? — 9. Conversation Types
- Anything anomalous I should know? — 10. Alerts & Risks
- Why are customers contacting us multiple times? — 11. Customer Journey
- How’s the onboarding journey going? — 12. Journey Tracker
- How are calls performing? — 13. Phone (Calls)
- Is snooze being abused? — 14. Snooze Analytics
- Incident retro data — 15. Incidents
- Some weird question — 16. Custom Report (My boards)
- One-page support summary — 17. Support Overview