The 17 analytics views reference
Every analytics view in Atender, organized by what question it answers.
Big-picture views
1. Overview
The executive summary. Headline KPIs in one place: total conversations, open conversations, SLA compliance, avg first response, avg resolution, CSAT, reopen rate, backlog growth. Each KPI shows a trend indicator.
Use when you want a single-glance read on whether things are getting better or worse.
2. Conversations & SLA
Volume + SLA depth. SLA compliance by target type (first response, resolution), response-time buckets, status distribution, volume trends, heatmaps showing volume by hour-of-day × day-of-week.
Use when you’re investigating SLA breaches or staffing patterns (“we breach every Monday morning”).
3. Customers & CSAT
Survey funnel (sent → opened → completed), response rates, rating distribution, channel performance, sentiment analysis, feedback volume trends.
Use when you’re tracking customer satisfaction or trying to figure out which channels produce happier customers.
Performance views
4. Agent Performance
Per-agent and per-team metrics: conversations handled, resolved, response times, CSAT, workload distribution, handle time.
Use when you’re coaching specific agents or comparing teams.
5. Teams & Countries
Regional and organizational breakdowns: team-level KPIs, country-level volume, regional trends.
Use when you’re sizing up regional growth or comparing team capacity.
6. Conversation Types
Category breakdown — Delivery, Technical, Billing, Account, Order. Volume trends, performance per category, color-coded visualizations.
Use when you want to understand what customers are contacting you about, not just how many.
Operational views
7. 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.
8. AI & Automation
Alia (AI agent) performance: AI resolution rate, handoff reasons, AI-by-channel, cost per resolution, automation confidence trends.
Use when measuring AI ROI or finding training-data gaps.
9. Customer Journey
How customers move through your support: channel switching, repeat contacts within 30 days, touch count distribution, journey duration, customer effort score.
Use when investigating “why are customers contacting us multiple times for the same issue?”
10. 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.
11. Queue & Real-time
Live operational metrics: queue depth by channel, wait times, abandonment rates, queue capacity utilization.
Use when you’re managing live queues or capacity-planning.
Specialty views
12. Translation
For multilingual teams: volume by language pair, translation quality scores, auto-detect accuracy, translation throughput.
Use when you’re tuning your multi-language support.
13. 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?”
14. Knowledge & Collaboration
Knowledge base + Handbook performance. Article views, top articles, search volume, side-conversation metrics.
Use when you want to know which content is working and what gaps exist.
15. Callbacks
Voice callback request volume, completion rates, time-to-callback, post-callback satisfaction.
Use when managing a callback-heavy voice operation.
16. Status Page
Internal admin view for incident management metrics — incident frequency, time-to-resolution, customer subscription rates.
Use when running incident retrospectives.
17. Custom Analytics
Build your own dashboards. Natural-language builder generates charts from plain-English questions. See Build custom analytics.
Use when none of views 1–16 answer the question you have.
Picking which view
- How are we trending overall? — 1. Overview
- Are we hitting SLAs? — 2. Conversations & SLA
- Are customers happy? — 3. Customers & CSAT
- Is one agent struggling? — 4. Agent Performance
- Are we growing in a specific region? — 5. Teams & Countries
- What are people contacting us about? — 6. Conversation Types
- Anything anomalous I should know? — 7. Alerts & Risks
- Is the AI working? — 8. AI & Automation
- Why are customers contacting us multiple times? — 9. Customer Journey
- How’s the onboarding journey going? — 10. Journey Tracker
- What’s the queue look like right now? — 11. Queue & Real-time
- Are translations holding up? — 12. Translation
- Is snooze being abused? — 13. Snooze Analytics
- Which articles are working? — 14. Knowledge & Collaboration
- How’s voice callback performance? — 15. Callbacks
- Incident retro data — 16. Status Page
- Some weird question — 17. Custom Analytics