Customer Support Analytics & Reporting
Know exactly how your chatbot and support team are performing. Track resolution rates, response times, CSAT scores, and conversation trends from one real-time dashboard.
View Your Analytics FreeAnalytics Features
Real-Time Dashboard
Live view of active conversations, queue size, and agent availability at any moment.
Chatbot Resolution Rate
Track what percentage of conversations your chatbot resolves without human intervention.
CSAT Scoring
Collect and track customer satisfaction (CSAT) scores after each resolved conversation.
Agent Performance
Per-agent metrics: conversations handled, average response time, CSAT scores.
Conversation Volume
Track conversation trends by day, week, and month to plan staffing and capacity.
Topic Analysis
Identify the most common customer queries to improve your knowledge base and FAQ content.
Key Metrics to Track in Customer Support
Chatbot Resolution Rate
The percentage of conversations resolved by the Smart Chatbot without human escalation. Industry benchmark is 60–80%. Silux Chat customers average over 70%.
First Response Time (FRT)
Time between a customer sending their first message and receiving a first reply. Smart Chatbots achieve sub-second FRT 24/7.
Customer Satisfaction Score (CSAT)
Post-conversation rating (typically 1–5 stars or thumbs up/down) that measures customer happiness with the support experience.
Ticket Deflection Rate
The reduction in support tickets or emails as a result of chatbot automation. A high deflection rate directly reduces support costs.
Conversations per Agent
How many conversations each human agent handles. Helps identify capacity issues and training needs.
See Your Support Analytics in Action
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