What is Analytics?
Analytics is Atender’s deep reporting engine — the place where you go beyond “what’s happening now” and into “what’s been happening, why, and what should we do about it.” While the Dashboard gives you a real-time pulse, Analytics gives you the full patient history.
It ships with dedicated pages for volume, response times, CSAT, agent performance, calls, AI behaviour, teams and more — plus AI Insights on the More reports charts and a custom-analytics builder that lets you ask questions in plain English and get charts back.
The Analytics pages
Analytics has the following pages, in the order the rail lists them:
- Overview — See the headline numbers — new conversations, first reply, calls answered and satisfied — plus support paths, top agents and what changed most.
- My boards — Keep your own boards of pinned sections and custom cards, and open boards shared with you.
- Agents — Review agent performance and workload.
- Calls — Follow calls offered, answered and abandoned, caller waits, callbacks and the phone menu. Shown only when your workspace has a phone channel.
- Conversations — Look at conversation volume and outcomes across channels, including issue categories.
- Response times — Track first reply and resolution times against your SLA targets.
- Satisfaction — Follow CSAT scores and trends.
- Agent Stack — Follow AI resolution, handovers, topics, markets and capability calls.
- Teams — Compare performance and volume across teams.
- More reports — Open Knowledge, Snooze, Alerts & risks, Incidents, Customer journey and Journey tracker.
- Definitions — Look up the definition and formula behind each metric in the KPI dictionary.
Each metric includes a built-in definition and formula from the KPI dictionary, and clicking a metric can open the underlying conversations behind the number.
Custom analytics — on a board, ask in plain English: “Why did our reopen rate climb in March?” Atender generates a chart with the answer.
Analytics is still the place for historical reporting and operational overview. For AI handover investigation and improvement proposals, use Supervisor; Analytics’ Agent Stack page keeps the overview reporting.
Filtering — universal across pages
Every page responds to the same filters:
- Date range — today, yesterday, last 7 / 14 / 28 / 30 / 60 / 90 days, this month, last month, or custom
- Team, Agent, Channel, Market, Priority, Tag, Status, SLA policy and Organization, plus your custom fields
Charts, tables, and KPIs update instantly when filters change. Filters apply across pages — moving from Overview to Agents keeps the same date range and team filter applied. The filters set the scope for every number on the page you’re viewing.
What’s tracked vs. what isn’t
Analytics shows historical state at conversation close, not live state. Analytics also includes a small current-state strip for live workload levels, such as open conversations and conversations awaiting first reply, while trend, SLA, response-time, and closed-period metrics remain historical. So:
- Live state (a conversation currently At-risk on SLA) → see Monitor and the conversation list.
- Historical state (Met / Breached counts over the last 30 days) → see Analytics.
Demo, sample, or public API test conversations are an exception. They can remain visible in the conversation list so agents can use them for training or testing, and API-created test conversations appear there with a Test badge, but they are excluded from Analytics reporting populations. That means a workspace may show fewer Analytics conversations than visible inbox rows — and a trial workspace with only sample content may show zero Analytics activity even though the inbox contains conversations. Phone calls the customer left in the IVR or closed-hours message before reaching a queue are also left out of conversation measurements. They still appear in the inbox and under Ended in the phone menu on the Calls page, so a workspace with heavy phone traffic can show fewer Analytics conversations than inbox rows.
The two don’t match in real time, by design. A conversation currently At-risk may resolve as Met — both are correct at different points in time.
Where to start
- Tour the pages: Open Analytics and start with Overview, then move through Agents, Calls, Conversations, Response times, Satisfaction, Agent Stack, and Teams. Use Definitions to check how any metric is calculated.
- Investigate AI handovers: Start from the Agent Stack page in Analytics, then open Supervisor for detailed handover categories, reasons, capability gaps, and suggested fixes.
- Filter and explore: Filter and explore analytics
- Ask a question: Build custom analytics with natural language
- Export for board reporting: Export analytics data
- Numbers don’t match what you see in the inbox: FAQ