Analyticsbeginner

What is Analytics?

Analytics is Atender's deep reporting engine — 17 dashboards covering volume, SLA, CSAT, agent performance, AI behaviour, customer journey, and more. Includes AI Insights for narrative explanations and a natural-language custom-analytics builder.

5 min read

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 17 dedicated views, AI-powered insights on every chart, and a custom-analytics builder that lets you ask questions in plain English and get charts back.

Three layers, one tool

  • Dashboards — Look at the 17 pre-built views — Overview, SLA, CSAT, Agent Performance, etc. Filter by date, channel, team. Spot trends.
  • AI Insights — Hover any chart, click AI Insights. Get a narrative explanation: “Response times increased 23% this week, mostly driven by Tuesday’s email surge.”
  • Custom analytics — Ask in plain English: “Why did our reopen rate climb in March?” Atender generates a chart with the answer.

Most teams live in the dashboards. Power users reach for AI Insights when a chart looks weird. Custom analytics is for one-off questions the dashboards don’t answer.

Filtering — universal across views

Every view responds to the same global filters:

  • Date range — today, 7 / 14 / 30 / 60 / 90 days, or custom
  • Channel — email, chat, voice, SMS, WhatsApp, Messenger
  • Team — one or more teams
  • Country — geographic breakdown
  • Brand — for multi-brand tenants

Charts, tables, and KPIs update instantly when filters change. Filters apply across views — drilling from Overview to Agent Performance keeps the same date range and team filter applied.

What’s tracked vs. what isn’t

Analytics shows historical state at conversation close, not live state. 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.

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

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