Analytics

Support analytics your team will actually read

See how fast you answer, how often you resolve, what customers think of it and where SLAs slip. Support, Quackback AI and feedback sit in one place, on every plan.

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The widget your customers see inside your app.

Your team’s viewYour customers’ view

Updated 5 minutes ago

Top requests

How your team is doing

The numbers a support lead checks every week, for any date range.

Read about analytics

Conversation volume

How many conversations came in, by day, so you can see busy weeks coming and staff for them.

First response and time to close

How long customers wait for a first reply, how those waits are spread, and how long a conversation takes to close.

Resolution and teammates

Resolution rate for the whole team, and for each teammate the conversations they handled and their typical first response and time to close.

CSAT from the customers you helped

Customers rate a conversation from 1 to 5 and can say why. You see the average, the spread of scores and the trend over time.

Ratings after close

Email conversations carry rating links in the close email on every plan. In live chat, a workflow asks for the rating inside the conversation.

Average, spread and trend

The average score, how many of each rating you got and how the daily average moves, so a bad week stands out.

CSAT for Quackback AI

Ratings on conversations the agent handled are reported on their own, so you know whether its answers satisfy customers.

SLA attainment, and when breaches happen

Set targets for first response, next response, time to close and time to resolve a ticket. Analytics shows how often you hit each one.

Read about SLA policies

Attainment by clockThe share of conversations that met each target, for each clock.

Attainment by policyCompare policies, such as VIP customers against everyone else.

Breach heatmapBreaches by day of the week and hour, so you can see the gaps in your rota.

Time after a missHow late a missed target ran, not just that it was missed.

Workflow outcomesHow many runs each workflow started, engaged and completed.

Default SLA on every planPolicies by team, customer or priority are on Business and up.

What Quackback AI is doing for you

The agent answers customers and Copilot helps your team. Analytics shows what each one does.

Explore Quackback AI

The agent

Conversations it took part in, how many it resolved, how many it handed to a teammate, the actions it used and the ratings customers gave it.

Copilot

How your team uses Copilot to draft replies, catch up on threads and answer questions about the workspace.

Beyond support

Visitor analytics

Cookieless page views across your portal and widget, on every plan. See where people find your board, help center and changelog.

Feedback and changelog

Posts, votes and comments over time, your most-voted requests, top contributors and how changelog entries perform.

Exports

Export conversations, users and companies as CSV, or download the whole workspace. On Business and Enterprise, and on every self-hosted install.

Common questions

Which support metrics does Quackback track?

Conversation volume, first response time and how response times are spread, time to close, resolution rate, teammate performance and CSAT. SLA reporting adds attainment for each clock and each policy, a heatmap of when breaches happen and how late missed targets ran. You can also count conversations by any conversation attribute, such as topic or product area.

How does Quackback collect CSAT?

Customers rate a conversation from 1 to 5 and can add a comment. Email conversations get rating links in the email that tells the customer their conversation is closed, on every plan. In live chat, a workflow asks for the rating inside the conversation, which needs workflows (Business and up on Cloud, every self-hosted install). A conversation and its ticket are rated once, not twice.

Can I see how Quackback AI is doing?

Yes. The Quackback AI section shows how many conversations the agent took part in, how many it resolved and how many it handed to your team, the CSAT customers gave it, and which actions it used. It also shows how your team uses Copilot.

Is analytics included on the Free plan?

Yes. Analytics for support, feedback, Quackback AI and the changelog is on every plan, and so are visitor analytics. CSV exports and the full workspace download are on Business and Enterprise. Self-hosted Quackback includes all of it.

Are visitor analytics cookieless?

Yes. Visitor analytics count page views across your portal and widget without cookies, so you can see where people find your board, help center and changelog without a consent banner for it.

Who can see analytics?

Teammates whose role includes the analytics permission.

Have another question? Talk to the team.

Know how your support is really going