Admin8 min readUpdated May 5, 2026
Analytics and reporting
Track conversation demand, SLA pressure, CSAT, action quality, and workspace readiness.
Analytics should answer operational questions, not just display decorative cards. The current analytics experience focuses on graphs and trends: demand, SLA, CSAT, channel quality, action reliability, and readiness.
Core reports
- Operations pulse: intake, resolved volume, message volume, and SLA breach spikes over time.
- CSAT trend: ratings and response count by date.
- CSAT breakdown: channel, handling mode, agent, and recent comments.
- SLA and channel quality: breach rate, speed, and pressure by channel.
- Action quality: success, fail, timeout, retry, latency, and recent failure reasons.
- Workspace readiness: SLA policies, active breaches, action health, operational testing, and recovery checks.