Analytics, CSAT & Deflection Metrics3 min read
Understanding Key Support Performance Cards
Learn how Conversations Handled, AI Deflection, True Resolution, and CSAT are calculated.
Overview
The Analytics Dashboard tracks support volume, automated bot deflection, and customer satisfaction metrics across your store.
📍Exact Buttons / Menus in Dashboard
All TimeTodayLast 7 DaysLast 30 DaysThis MonthExport to Excel
Step-by-Step Instructions
1Core Performance Cards
Inspect metric cards: [Conversations Handled] (total chats processed), [AI Deflection Rate] (% resolved automatically by AI), [True Resolution Rate] (% successfully resolved overall), and [Average CSAT Score] (customer feedback average out of 5 stars).
🎯Exact KPI Cards: [Conversations Handled], [AI Deflection Rate], [True Resolution Rate], [Average CSAT Score]
2Applying Date Presets
Filter metrics using top date preset buttons: [All Time], [Today], [Last 7 Days], [Last 30 Days], or [This Month].
🎯Exact Date Preset Buttons: [All Time], [Today], [Last 7 Days], [Last 30 Days], [This Month]
3Exporting Analytics Reports
Click [Export to Excel] at top right to download a spreadsheet containing complete analytics logs.
🎯Exact Action Button: [Export to Excel]
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