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.

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Reports

Report	What it covers
Live report	Real-time snapshot of open queues, agent capacity, and responsiveness today
Interactions	Message-level volume across all conversation types over a custom date range
Chats	Chat volume, responsiveness, engagement, and abandonment metrics
CSAT	Customer satisfaction ratings, distribution, and individual survey submissions
Tickets	Ticket volume, status breakdown, and resolution metrics
Live agents overview	Agent activity timelines, status summaries, and a conversations heatmap

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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					✓

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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.