Understanding Your Analytics Page
The Analytics page is your at-a-glance view of how your support team (human and AI) is performing. It pulls live data from every conversation, rating, and agent action across your workspace to help you spot trends, catch problems early, and prove the value of your support operation.
This article walks through every section of the page, explains what each number means, and gives you a few ways to use it.How to open it
- In your AllyChat sidebar, click Analytics (sometimes called Reporting, depending on your plan).
- The page loads with the Last 7 Days view by default.
- You can switch to 14 Days or 30 Days using the toggle at the top right, which instantly updates every chart and number.
The five top-line numbers (KPIs)
These five large cards across the top of the page are your "headline" health indicators.
- Total Conversations:
- The total number of conversations started in your selected time range.
- The small percentage next to it compares this period to the one before (e.g., this week vs. last week for the 7-day view).
- A green arrow means you handled more conversations; red means fewer.
- Customer Satisfaction (CSAT):
- The average score, expressed as a percentage, from the rating prompts customers see at the end of a conversation.
- Anything above 85% is generally considered strong.
- A sudden drop usually points to a specific agent, channel, or topic and should be investigated.
- Average Response Time:
- The average time it took for a teammate or AllyBot to send the first reply after a customer started the conversation. Lower is almost always better.
- If response time creeps up while conversation volume stays flat, it usually means your team is stretched.
- NPS (Net Promoter Score):
- The classic "how likely are you to recommend us" score, calculated as Promoters minus Detractors. It ranges from -100 to +100.
- Above 0 means you have more fans than critics; above 50 is excellent.
- First Contact Resolution (FCR):
- The percentage of resolved conversations that required only one agent reply (or fewer) to close.
- High FCR means customers are getting answers fast. Low FCR often suggests a knowledge or process problem (e.g., need for better articles, macros, or training).
The charts
Below the KPIs, you'll find four visualizations. Hover over any point or bar to see the exact number behind it.
- Conversation Volume: A daily line chart to spot patterns like quiet weekends, Monday spikes, or the impact of a product launch or outage.
- Conversation Status: A donut chart breaking conversations down into Resolved, Active, Pending, and Closed. If the Pending slice is growing, conversations are getting stuck.
- Response Time Distribution: A bar chart that buckets replies into time bands (e.g., under 30 seconds, over 10 min). This shows the hidden story behind your average response time.
- Peak Hours: An hour-by-hour view of when conversations come in, crucial for staffing decisions.
Agent Performance table
The table provides a row for each teammate, showing:
- Conversations handled in the period
- Average response time for their replies
- Resolution rate
- CSAT score
- Online time
- A performance badge (Excellent, Great, Good, Average, Needs Improvement, or New)
You'll also see a live status dot next to each name (green = online, yellow = away, grey = offline).
Ways to use this table:
- For coaching: Scan for anyone consistently in "Needs Improvement".
- For recognition: Use public shout-outs for agents with "Excellent" badges.
- For workload balance: Check if one person is handling significantly more conversations, which may indicate a routing problem.
AllyBot Analytics
This section shows how your AI assistant is performing.
- Bot Resolution Rate: The percentage of conversations AllyBot fully handled without ever passing to a human. Most workspaces climb to 60%+ as their knowledge base matures.
- Total Interactions: How many total messages AllyBot processed in the period.
- Handoff Rate: The percentage of bot conversations that got escalated to a human. If it's climbing, your knowledge base probably has gaps.
- Average Bot Response Time: Usually a couple of seconds; a climbing time may signal a configuration problem.
Knowledge Base Insights
- Top Articles: Your most-viewed help center articles with view counts and categories. Use this for content strategy to ensure articles on popular topics are excellent.
- Content Health: Articles are grouped by age:
- Fresh: Recently updated, in good shape.
- Aging: Getting old, worth a review.
- Stale: Overdue for a refresh, may contain outdated info.
- Prioritize fixing a stale article on a popular topic first.
Exporting
Click Export Report in the top right to download a polished, multi-page PDF containing every chart, KPI, and the agent performance table. It is presentation-ready for weekly leadership updates, monthly board reports, or sharing with a client.Tips for getting the most out of this page
- Look at it weekly, even when nothing seems wrong, to catch trends early.
- Pair metrics—never read them alone:
- Volume up + response time up = team is stretched.
- Volume up + response time flat = team is handling growth well.
- Use the time range toggle to compare (e.g., last 7 days vs. last 30 days) to see if something is a blip or a trend.
- Share the export. A monthly PDF in front of leadership is the easiest way to secure budget for hires, tools, or training.