Q: How far back can I look?

Any range up to a year, shown in your own time zone. Pick any range on the analytics pages, up to twelve months back. Days are cut in your time zone , so the first and last day of a range hold the right conversations. Scheduled email reports send a summary on a schedule, so a drifting week does not go unnoticed. Filters carry into the shared inbox when you click through.

Question 1

Which metrics are included?

Accepted Answer

Conversations and messages over time, first and human response time, time to handle, resolution rate, CSAT, AI replies and handoff rate, topics, visitors by country and page, contacts, tickets and operators.

Speed as medians and as series, by channel and by operator.
Outcome: resolution, automation and involvement rates, and a CX score that combines them.
Tickets and operators: raised, solved, open backlog, median time to solve, per-operator volume.
Targets per metric show pass or fail, and a scheduled email report keeps the week in view.

Each metric drills into the shared inbox.

Question 2

Can I see the conversations behind a number?

Accepted Answer

Yes. Every chart links to the filtered list of conversations in the inbox, so a number is never a dead end.

Click any bar or rate to open the conversations behind it.
The filters carry over, so the inbox shows exactly the set the chart counted.
Topics work the same way: open a topic to read the conversations that formed it.

The inbox those links open is described in the inbox docs.

Question 3

How far back can I look?

Accepted Answer

Any range up to a year, shown in your own time zone.

Pick any range on the analytics pages, up to twelve months back.
Days are cut in your time zone, so the first and last day of a range hold the right conversations.
Scheduled email reports send a summary on a schedule, so a drifting week does not go unnoticed.

Filters carry into the shared inbox when you click through.

Question 4

Can I export?

Accepted Answer

Yes. Export from the analytics pages, and read performance data through the public REST API for your own reporting.

Export from the analytics pages for a spreadsheet or a slide.
The REST API serves performance data with a Bearer API key.
Contacts export to CSV as well, all or a selection.
Scheduled email reports send a summary to the people who should read it.

Endpoints are in the API docs.

Question 5

What does it cost?

Accepted Answer

The inbox and the widget are on every plan, messaging and email channels from Mini, and prices are per workspace, not per seat. There is a Free plan for two seats, one channel and one AI agent.

Mini is $45 a month for five seats, three channels and two AI agents, with $5 of AI included.
Essentials is $95 for ten seats, five channels and five AI agents, with $25 of AI included.
Plus is $295 for fifty seats, twenty-five channels and twenty-five AI agents, with $75 of AI included.
Annual billing is 20% off, charged once a year; paid plans start with a 7-day trial and no card.

Compare every limit on the pricing page.

CX analytics that drill down to every conversation

What you can measure.

A number is never a dead end

The week, in your inbox before you ask

Getting numbers you can act on

Set targets

Schedule the report

Drill through

What is customer support analytics?

Related guides

Analytics questions

CX you can prove, one click from the conversation.