> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/analytics.md). # Analytics View detailed AICX reports for actionable insights. Analytics gives you visibility into every part of your Proto workspace — from real-time queue health to historical trends across chats, tickets, CSAT, and live agent performance. Open Analytics from the bar chart icon in the left navigation. *** ## Reports | Report | What it covers | | ----------------------------------------------------------------------- | ------------------------------------------------------------------------------ | | [Live report](/docs/modules/analytics/live-report.md) | Real-time snapshot of open queues, agent capacity, and responsiveness today | | [Interactions](/docs/modules/analytics/interactions.md) | Message-level volume across all conversation types over a custom date range | | [Chats](/docs/modules/analytics/chats.md) | Chat volume, responsiveness, engagement, and abandonment metrics | | [CSAT](/docs/modules/analytics/csat.md) | Customer satisfaction ratings, distribution, and individual survey submissions | | [Tickets](/docs/modules/analytics/tickets.md) | Ticket volume, status breakdown, and resolution metrics | | [Live agents overview](/docs/modules/analytics/live-agents-overview.md) | Agent activity timelines, status summaries, and a conversations heatmap | *** ## Plan availability All plans include basic analytics. The segments below require Pro or above. | Segment | Starter | Lite | Pro | Total | Enterprise | | ----------------------------------------------------------------- | ------- | ---- | --- | ----- | ---------- | | Interactions | ✓ | ✓ | ✓ | ✓ | ✓ | | Chats | ✓ | ✓ | ✓ | ✓ | ✓ | | People | ✓ | ✓ | ✓ | ✓ | ✓ | | Users & teams | | | ✓ | ✓ | ✓ | | Live agent response time | | | ✓ | ✓ | ✓ | | Livechat response time | | | ✓ | ✓ | ✓ | | Ticket response time | | | ✓ | ✓ | ✓ | | Live agent resolution time | | | ✓ | ✓ | ✓ | | Livechat resolution time | | | ✓ | ✓ | ✓ | | Ticket resolution time | | | ✓ | ✓ | ✓ | | [Custom analytics](/docs/settings/teamspaces/custom-analytics.md) | | | | | ✓ | *** ## Chart theme Each report has a **Theme** dropdown in the top-right corner. Single-colour options: Blue, Green, Grey, Orange, Rose, Violet, Yellow. Multi-colour options: Neutral, Distinct. The selected theme persists within the session. ## Timezone All data is displayed in your workspace timezone, shown beneath the date on each report. ## Duration and wait time values Average durations and wait times (response times, handoff wait time, chat and call durations, and similar metrics) round up to the next whole displayed unit rather than truncating. For example, an average of 44.6 seconds displays as 45s, not 44s. ## Filtering On Chats, CSAT, Interactions, and Tickets, changing the date range or a filter doesn't refresh the report the instant you make the change. The report waits a short moment after your last change before requesting new data, so ticking several filter options one after another produces a single refresh once you pause rather than one refresh per click. While it's waiting, the affected chart, table, or tile shows its loading state, so the report visibly acknowledges the change instead of appearing to sit on stale numbers. ## Advanced filters Alongside the preset filter chips (Status, Teams, Tags, and so on), the Chats, Tickets, CSAT, and Interactions reports each have an **Advanced** chip that opens a condition builder — the same Field / Operator / Value pattern used by [Inbox custom views](/docs/modules/inbox/find-and-view-conversations.md#filter-with-views), so a condition you'd write for a saved Inbox view works the same way here. The chip sits at the front of the filter row. Once one or more conditions are applied it shows a rule count (for example "2 rules") and gets a highlighted outline; select the **x** on the chip to clear it on its own, or use **Reset all** to clear it along with the preset chips. {% hint style="info" %} Available on the [Chats](/docs/modules/analytics/chats.md) breakdown chart, the [Tickets](/docs/modules/analytics/tickets.md) breakdown chart, the [CSAT](/docs/modules/analytics/csat.md) rating breakdown chart and feedback surveys list (one shared filter drives both, along with the summary tiles above them), and the [Interactions](/docs/modules/analytics/interactions.md) chart. {% endhint %} ### Building a filter 1. Select the **Advanced** chip to open the panel. 2. For each condition, pick a **field**, an **operator**, and a **value**. Fields are grouped into the report's regular fields and, where offered, its custom fields; the operator and value controls stay disabled until a field is chosen. For most fields, the value picker lets you select more than one option regardless of which operator is chosen. 3. Select **+** at the end of a condition to add another to the same group — every condition in a group shares one AND/OR setting, chosen on the group's first condition. 4. Select **Add condition group** to start a new group. All the condition groups are then joined by a second, separate AND/OR setting, chosen where the first two groups meet. 5. Select **Apply** to run the filter. Select **Clear**, or the chip's own **x**, to remove it entirely. Closing the panel without applying discards the draft; reopening the panel always shows the filter that's actually applied, not anything left unsaved. A filter takes at most 20 conditions in total, counting any still-blank rows being edited; going over disables Apply and shows a warning. Every value is a specific selection — there's no equivalent of the Inbox view's relative values, such as "me" or "my teams". If a condition points at a field that's since been removed (for example a deleted custom field), the field picker shows "Deleted field" and the condition can no longer be edited; remove it or pick a different field. An advanced filter is combined with AND alongside any preset chips also selected on the same report — it narrows the same result set further, rather than replacing them. ### Fields per report | Report | Fields offered | | ------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Chats | Chat type, AI agent, Channel, Live agent, Teams, Status, CSAT rating, Tags, Tag groups, Custom fields | | Tickets | Creator type, AI agent, Channel, Live agent, Teams, Status, Tags, Tag groups, Custom fields | | CSAT | Chat type, AI agent, Channel, Live agent, Teams, CSAT rating, Tags, Tag groups, Custom fields | | Interactions | Conversation type, AI agents, Channels, Live agents, Teams, Status, Sender — matched against the individual message rather than only its conversation. No custom fields. | {% hint style="info" %} The Custom fields group lists every [custom field](/docs/settings/teamspaces/custom-fields.md), including text, number, and date fields — not just the dropdown, single-select, and toggle fields the "Custom Fields" filter chip elsewhere on the same report is limited to. {% endhint %} ### Operators | Field | Operators | | -------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------- | | Chat type / Conversation type, Creator type, Status, Sender | Is, Is not | | AI agent, Channel, Live agent | Is, Is not, Is empty, Is not empty | | AI agents, Live agents (Interactions only — the message's sender, not the conversation's assignee) | Is, Is not | | Teams, Tags, Tag groups | Contains, Does not contain, Is empty, Is not empty | | CSAT rating | Is, Is not, Is empty, Is not empty, plus number comparisons (=, ≠, >, ≥, <, ≤) bounded to 1–5 | | Custom fields | Depends on the field's [type](/docs/settings/teamspaces/custom-fields.md) |