Analytics
The metrics on your dashboard.
The dashboard summarizes your support operation across these areas.
Conversation stats#
| Metric | Meaning |
|---|---|
| Open conversations | Open + In Progress. |
| Assigned to me | Your current load. |
| Unassigned open | Open conversations with no assignee. |
| Resolved (last 30 days) | Throughput over the trailing month: conversations resolved in that period, including any your team reopened afterwards. |
Surveys#
- Surveys requested vs. responded.
- Response rate (percentage).
- Average rating (1–5).
See CSAT surveys for how these are collected.
Trends & distribution#
- Conversation trend — a 14-day series of created vs. resolved.
- Volume by channel — conversation counts per channel.
- My chats and stale chats — open conversations with no customer activity for over 4 hours.
Content & reach#
- Content counts — number of help topics, news posts, and knowledge bases.
- Widget geo-reach — a world map of where your widget visitors are, based on visitor country (default trailing 365 days), with unique-visitor and per-country counts.
Export conversations#
Export conversations on the dashboard downloads an Excel file (.xlsx) of your most recent 5,000 conversations, for reporting outside Chatasist. The download icon in the inbox does the same for just the conversations the inbox is filtered to. Members with the Read-only role don't see either.
The file has two sheets:
| Sheet | What it contains |
|---|---|
| Conversations | One row per conversation, with the columns below. |
| Daily statistics | How many conversations were opened each day, in total and per channel (website widget, Instagram, WhatsApp, and so on), with a total row at the bottom. Every day of the period is listed, so a quiet day shows 0. |
The Conversations sheet has these columns:
| Column | What it shows |
|---|---|
| ID | The conversation number. |
| Order / parcel code | The order, parcel or customer code the conversation was about, such as CMX7372479633 or BF91503216737152. If a ticket was opened with a code, that code is used. |
| Channel | Where the customer wrote from: website, Instagram, Facebook, WhatsApp, and so on. |
| Customer | The customer's name. |
| Contact | A link to their Instagram or Telegram profile when they wrote there, otherwise their phone number, otherwise their email. Facebook Messenger has no public profile link. |
| Created | When the conversation was opened. |
| Summary | One or two sentences on what the customer needed and how it ended, in the language they wrote in. |
| Status, Assignee | Where the conversation stands and who has it. |
| Sentiment | Positive, neutral or negative. |
| Ticket number | The ticket opened from it, if any. |
The summary, code and sentiment are written by sentiment analysis (Growth plan and above) shortly after a conversation goes quiet, so the newest conversations may not have them yet. Until then, a conversation with a ticket shows the ticket's summary and code. Profile links appear for customers who have written since 16 October 2026.
Dates are written the way you read them, such as 09.10.2026 11:33, in your own timezone as your browser reports it; the timezone is named in the column heading. Column names and values follow the language you use Chatasist in.
Automate customer data and widget identity.