Turn Data into Actionable Insights
Track team performance with 7-day conversation trends, conversation heatmaps, median response times, and bot vs human analytics. Real-time dashboards update every second with department and agent filtering.
Comprehensive Analytics Suite
Every metric you need to measure team success.
Overview Dashboard
7-day conversation trends with interactive graphs. Visualize conversation volume, response times, and team performance at a glance.
Conversations per Hour Heatmap
Visualize peak traffic times and patterns throughout the day and week. Identify busiest hours to optimize team scheduling and capacity.
Median Response Time Tracking
Monitor agent response speed metrics with median calculations. Track first response time and average response time trends over time.
Average Conversation Length
Track duration and resolution time for conversations. Identify efficiency opportunities and measure how quickly issues are resolved.
Bot vs Human Analytics
Compare automated vs manual conversation handling. See what percentage of conversations are resolved by bots vs require human agents.
Time-Based Filtering
Flexible date ranges from 7 days to 1 year. Analyze trends over different time periods with custom date range selection.
Department Filtering
Reports segmented by team/department. Compare performance across Sales, Support, Billing, or custom departments independently.
Agent Filtering
Individual agent performance metrics and comparison. Track each agent's response time, conversation volume, and customer satisfaction.
Real-Time Analytics
Dashboard refreshes every second for live data. Monitor active conversations, current wait times, and agent availability in real-time.
Core Metric Categories
Essential data organized for quick insights.
Conversations
- Bot vs human conversation breakdown
- Volume trends over time periods
- Department breakdown and comparison
- Agent distribution and workload
- Channel-specific conversation counts
- Status tracking (open, pending, resolved)
Visitors
- Traffic analysis and patterns
- Unique visitor counts per period
- Trend identification over time
- Peak traffic hours and days
- Anonymous vs authenticated users
- Returning visitor tracking
Messages
- Total message volume tracking
- Per-agent message counts
- Activity patterns by hour/day
- Incoming vs outgoing messages
- Average messages per conversation
- Message response rate analysis
Response Time Analytics
Deep insights into agent and team response performance.
Median Response Time
Track median time for agents to respond to customer messages
Insights: Identify slow responders, optimize SLAs, improve customer satisfaction
First Response Time
Measure how quickly agents respond to first customer message
Insights: Critical for customer satisfaction, benchmark against industry standards
Agent Comparison
Compare response times across individual agents and teams
Insights: Identify top performers, coaching opportunities, workload imbalances
Department Benchmarks
Track response time performance by department or team
Insights: Compare Sales vs Support, identify process improvements
Time Period Analysis
View response time trends over 7 days, 30 days, or custom ranges
Insights: Track improvements, identify seasonal patterns, measure initiatives
Channel Breakdown
Response times segmented by channel (Web, WhatsApp, Email, etc)
Insights: Optimize channel strategy, allocate resources effectively
Analytics for Every Need
Drive decisions with data-driven insights.
Performance Monitoring
Track team and individual metrics
- Monitor 7-day conversation trends in real-time
- Identify peak hours with heatmap visualization
- Track median response time by agent and department
- Compare bot vs human conversation handling
- Measure average conversation resolution time
- Monitor active conversations and agent availability
Capacity Planning
Optimize staffing and resources
- Identify peak traffic times for scheduling
- Forecast conversation volume trends
- Analyze department workload distribution
- Plan agent capacity based on historical data
- Optimize shift coverage for busy periods
- Balance workload across teams effectively
Quality Assurance
Maintain service standards
- Track customer satisfaction scores by agent
- Monitor conversation resolution quality
- Compare department performance metrics
- Identify training opportunities from data
- Ensure consistent response time standards
- Measure service level agreement compliance
Team Optimization
Improve efficiency and results
- Analyze bot effectiveness and automation ROI
- Optimize agent assignments by performance
- Identify process bottlenecks from metrics
- Compare channel effectiveness and costs
- Track improvements from training initiatives
- Benchmark performance against goals
Export & Integration
Get your data where you need it.
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