Support Overview
Live · sample data
Bot resolved
72%
Avg. response
1.2s
CSAT
4.8/5
Chats today
348
Illustrative dashboard — your numbers, updated live
Live, not lagging
Metrics update as it happens
Know what to fix
Spot the weak spots fast
Happier customers
Track CSAT every day
Free from day one
On every plan, instantly
What is support analytics — and why should you care?
Support analytics simply turns all your chats into clear numbers: how fast you reply, how much the bot handles, and how happy customers are. Instead of a gut feeling, you get proof of what’s working — and an early warning when it isn’t. Here’s how it comes together.
Every chat is measured
As conversations happen across your website and chatbot, Silux Chat quietly records response times, outcomes and ratings — no setup, no spreadsheets.
It becomes a live picture
Those signals roll up into one real-time dashboard: resolution rate, CSAT, volume, agent performance and the topics customers ask about most.
You act on what you see
Spot a slow queue, a dropping score or a rising topic — then staff up, coach an agent or improve an answer before it costs you a customer.
Who it’s for: founders who want proof the bot is paying off, support leads balancing a team, and anyone who’d rather make decisions from numbers than hunches.
The metrics that actually move the needle
No vanity charts. Just the numbers that tell you where to improve and where you’re winning.
Real-time dashboard
A live view of active conversations, queue size and who’s online — so you can act the moment something spikes.
Chatbot resolution rate
See exactly how much your Smart Chatbot handles on its own, and where a tweak would deflect even more.
CSAT scoring
Every resolved chat can ask “how did we do?” Track satisfaction over time and catch dips before they spread.
Agent performance
Per-agent conversations, response times and CSAT — spot your stars, coach the rest, balance the load.
Handover & escalation
How many conversations your team had to step into, and how many the bot closed on its own — so you know where the load actually falls.
Conversation volume
Trends by day, week and month so you staff for the busy hours instead of guessing.
Topic analysis
Surface what customers ask most, then turn those patterns into better FAQs, content and automations.
Channel breakdown
Web versus WhatsApp at a glance, so you can see which channel your customers actually prefer.
The key metrics to track — explained
The support numbers worth watching, and what each one really tells you.
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.
How many conversations each human agent handles. Helps identify capacity issues and training needs.
The share of finished conversations that needed a human — the inverse of your bot resolution rate.
Analytics FAQs
What analytics does Silux Chat provide?
Silux Chat gives you a real-time analytics dashboard covering conversation volume, chatbot resolution rate, first response time, CSAT scores, per-agent performance, ticket deflection, and topic analysis — everything you need to measure and improve your customer support.
Can I track my chatbot's resolution rate?
Yes. The dashboard shows exactly what percentage of conversations your Smart Chatbot resolves without human escalation. Silux Chat customers average over 70%, against an industry benchmark of 60–80%.
What is CSAT and how is it measured?
CSAT (Customer Satisfaction Score) is a post-conversation rating — typically 1–5 stars or thumbs up/down — that measures how happy customers are with the support experience. Silux Chat collects it automatically after resolved conversations and tracks it over time.
Is the analytics dashboard updated in real time?
Yes. You get a live view of active conversations, queue size, and agent availability at any moment, alongside historical trends by day, week, and month for capacity planning.
Can I see how each agent is performing?
Yes. Per-agent metrics include conversations handled, average response time, and CSAT scores, so you can identify training needs and balance workload across your team.
Do I need a paid plan to access analytics?
No. Analytics are available from day one, including on the free plan. Paid plans add longer data retention and more granular reporting as your volume grows.
See your support analytics in action
Start free and get a real-time view of everything your chatbot and team are doing — from your very first conversation.