Analytics

Trends is a beta page that surfaces statistically unusual volume and label-share activity in a chosen time window, with supporting evidence and sample conversations. Spikes that clear a stricter bar also raise the Trend Spike Detected automation trigger.

On Analytics v2 question pages, collapse or expand sections individually or all at once, jump between sections with the sticky tab bar, and pin favorite sections to a dedicated Pinned board that shares filters with the pages they came from.

Star any question-page section or Custom Report card to add it to your personal Favorites board at /analytics/favorites, then export the board to PDF. The board is per-browser and never shared; Save in the report builder is a separate action from Favorite.

Report owners can share a Custom Report tab with specific users or teams, who get a read-only viewer mode — able to use per-card filters and refresh cards, but not rename, delete, share, or pin to the report.

Pin Custom Analytics charts into named report tabs, keep live cards in sync with the page date range, tell live pins apart from frozen snapshots, refresh a card on demand, and export a report tab to PDF.

Analytics v2 KPI cards and table rows carry their own filter control. Use it to narrow one measure — by channel, team, priority, and the like — without touching the page's global filters, then read the "This measure only:" note to see exactly what population produced the number.

Saved custom analytics reports used to be frozen snapshots. Now each report card shows how old its numbers are and offers a Regenerate control that re-runs the report's original question against current data.

The Dashboard is Atender's home surface — a real-time pulse of the last 24 hours: today's KPIs, queues, live phone activity, agent status, and channels.

Every analytics view in Atender, what each shows, and when to reach for it. Use this as a map when you know what you're looking for and want to find the right dashboard fast.

Use the global filters (date range, channel, team, country, brand) and the AI features (AI Insights, Chat about this data) to find specific answers fast across Analytics dashboards and sections.

Pull data out of Analytics for board reporting, BI tools, or deeper analysis. Two PDF exports cover shareable snapshots and one CSV export covers the conversations behind a metric; CSAT has its own export. For full-warehouse pipelines, see Data Warehouse settings.

Ask Atender a question in plain English and get a chart back. The custom analytics builder generates SQL and visualizations for questions the standard analytics views don't answer. Save modules to a personal dashboard.

The two views answer different questions. The inbox shows live state at this moment; Analytics shows historical state at conversation close. Both are correct, just measuring different things. Plus four other reasons numbers might disagree.

Analytics is Atender's deep reporting engine — dedicated dashboards covering volume, SLA, CSAT, agent performance, AI behaviour, customer journey, executive support reporting, and more. Includes AI Insights for narrative explanations and a natural-language custom-analytics builder.