Analytics

View detailed AICX reports for actionable insights.

Certain native analytics require the Pro plan or higher.

Custom Analytics require the Enterprise plan.

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Usage

Go to the Analytics dashboard, where the following filters and options are available:

• Date range — select a starting and ending date.

• Chats, Tickets, Interactions, or Custom reports — tabs for each category of analytics. Custom analytics are only visible with the right plan and permissions.

• The main graph in Chats, Tickets, and Interactions has additional options:

  • Filters — set filters from a large variety of segments and data types.

  • Download — exports a CSV of the current view.

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Segments

Analytics segments are visible to the following subscription plans:

Segment	Free & Lite	Pro & Total	Enterprise
Interactions	✔	✔	✔
Chats	✔	✔	✔
People	✔	✔	✔
Users & Teams		✔	✔
Live rep response time		✔	✔
Livechat response time		✔	✔
Ticket response time		✔	✔
Live rep resolution time		✔	✔
Livechat resolution time		✔	✔
Ticket resolution time		✔	✔
Custom analytics			✔