Know what your customers ask, and why each conversation ended where it did.
Support analytics shows resolution by intent, the named reason behind every handoff, and which questions are rising in each domain, so you can fix the policy or process behind the question, not just the answer.
Conversations by intent, weekly
Sample viewPolicy gaps this week
Gift-wrap returns
No matching policy
International exchange
No matching policy
Sale window, 15 vs 30 days
Sources disagree
Illustrative layout. Your dashboard shows your own data.
What you can see
Measured by intent, not by ticket count.
Totals hide the story. Every view can be split by domain, intent, channel and time range.
Resolution rate by intent
How often each intent ends resolved by the agent, handed off, or abandoned by the customer.
Handoff reasons
The named reason for every handoff, so a spike in “over limit” reads differently from a spike in “no policy”.
Intent trends
Which questions are growing week on week, per domain. A rise in “where is my order” often points to a courier problem first.
Policy gaps
Questions that found no matching source, or conflicting sources, grouped so you can see what to write next.
Accountability
Every action has a trail.
When the agent acts on your behalf, you can see exactly what it did and why it was allowed to.
Action log
Each exchange, credit, refund or reschedule, with the limit that permitted it and the policy it cited.
Answer review
Sample recent conversations, mark answers right or wrong, and feed corrections straight back to the agent.
Handoff outcomes
What your team did after each handoff, so you can decide whether a limit should move.
Exports
Download conversations, actions and handoffs as CSV for your own reporting.
Questions
Support Analytics
Which plans include analytics?
Growth and Scale include the full analytics views. Starter includes the conversation list, action log and handoff reasons.
Can we see analytics per agent?
Yes. Every view can be filtered to a single domain agent, or combined across all agents in the workspace.
How long is analytics data kept?
Aggregated metrics follow your workspace retention settings. Details are on the Security page.
Which question fills your inbox?
Pick the one that sounds most like your customers. We'll set you up with that agent first.