See what matters
Four pages, one question each. Are we keeping up, are we fast enough, did we solve it, and where does the work go. Every card says how it is counted and opens the conversations behind it.
500 conversations, no credit card.
What's in Analytics
- The Agent StackHow much the Agent Stack answered on its own, and how often it handed over.
- Did we solve it?Satisfaction, average rating, and how often a conversation came back.
- Are we keeping up?New conversations, what was marked Done, and what is left in the backlog.
- Are we fast enough?First response time, time to Done, and SLA compliance.
- Where does the work go?Transfers between teams and switches between channels.
- DashboardWaiting for a first reply, what is open now, and today so far.
- FavoritesPin the cards you read every morning onto one board.
- Custom ReportAsk for a chart in plain language and keep it as a card.
- DefinitionsEvery metric with how it is counted and what is left out.
- FiltersTeam, agent, channel, market, priority, tag, status, SLA policy, organisation and custom fields.
- BigQuery viewsConversations, messages, CSAT, contacts and SLA policies as SQL views.
The full picture of every conversation
That is the name of the first page, and it answers itself: new conversations, conversations marked Done, and the change in the backlog — with the backlog broken down by age, what the work was about, where it came from and when it arrived.
The clocks live on the next page, "Are we fast enough?" — first response time, time to Done, and SLA compliance, with a business-hours version of each. "Where does the work go?" holds the transfers between teams and the switches between channels.
- Filter by team, agent, channel, market, priority, tag, status, SLA policy and organisation
- Custom fields on the conversation and on the customer filter too, each with a "not set" bucket
- Compare against the previous period or the same period last year
- Any card opens the conversations behind it, and that list exports as CSV
Measure what your AI actually achieves
Solved by the Agent Stack counts a conversation only when the Agent Stack gave the last customer-facing answer, no person replied in public, and the customer did not come back within seven days. Beside it sit Agent Stack coverage, Handover rate, Handovers to human and Time to handover.
Two more cards say what that rate cannot see. Left after a question the Agent Stack asked counts the customers who went quiet on a question rather than an answer. Reopen rate by who answered splits the reopen figure by whether a person or the Agent Stack closed it. There is also a breakdown by topic.
Hear it straight from customers
A CSAT survey goes out by email or SMS and asks for one rating from 1 to 5. The answers land on the Did we solve it? page: satisfaction, average rating, response rate and the 1–5 split, on the same filters as everything else — team, agent, channel, market. The comments are listed with a link back to the conversation they came from. The survey itself is set up on CSAT & SLA.
Everything, at a glance
The Dashboard shows levels rather than totals: how many conversations are waiting for a first reply, and how many are active or snoozed right now. Underneath, Today so far holds the counts — new, marked Done, the backlog change, handovers.
Favorites is the board you build yourself by pinning the cards you read every morning. Custom Report goes the other way: ask for a chart in plain language, keep it as a card, and share the report with named people and teams. Definitions holds every metric with how it is counted. BigQuery views carry the same data into your own warehouse.
Analytics reads what the rest of the platform is already doing — Conversations, the Agent Stack, Voice and CSAT surveys. BigQuery views carry the same data into your own warehouse.
Conversations
Every conversation metric — volume, response time, resolution — flows directly into analytics.
AI Agents
Solved by the Agent Stack, coverage, handover rate and time to handover are reported on Did we solve it?.
Voice & IVR
Calls offered and answered, wait before answer, abandon rate and talk time, on the pages that have calls.
See what matters, act on it.
See Atender in action
Try the full platform for free. Or book a demo and we will walk you through it.
500 conversations, no credit card.