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Documentation Index

Fetch the complete documentation index at: https://docs.deflect.in/llms.txt

Use this file to discover all available pages before exploring further.

The Analytics Dashboard gives you a real-time overview of how your agents are performing. You can create custom chart widgets, filter by date range and chatbot, and monitor agent performance.
Analytics dashboard showing custom chart widgets and metrics
Navigate to the Analytics page from the sidebar. You’ll see your chart widgets arranged in a grid layout along with the Agent Performance section.

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Date Range & Filters

Use the controls at the top of the page to refine the data:
  • Date Range Picker: Select a preset (Last 7 days, Last 30 days) or set a custom range.
  • Chatbot Filter: Select one or more chatbots to filter metrics to specific agents.
Use the Reset button to clear all filters and return to the default view.

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Chart Widgets

The dashboard uses a widget-based system — you can add, rearrange, and remove charts to build the view that matters most to you.

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Adding a Chart

  1. Click the + Add Chart button.
  2. Choose a metric from the dropdown:
    • Total Conversations — Number of chat sessions started.
    • Total Messages — Total messages exchanged across all conversations.
    • Average Response Time — How quickly the AI responds to users.
    • Resolution Rate — Percentage of conversations resolved without human intervention.
    • CSAT Score — Customer satisfaction rating based on user feedback.
  3. Choose a chart type: Line, Bar, or Stat (single number).
  4. Click Add.

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Removing a Chart

Click the settings icon (⚙️) on any widget, then select Remove to delete it from your dashboard.

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Agent Performance

Below the chart widgets, the Agent Performance section shows a leaderboard of your human agents with metrics like:
  • Conversations Handled — Number of live chats managed.
  • Average Response Time — Speed of replies during live chat.
  • Resolution Rate — Percentage of conversations resolved.
Agent performance leaderboard showing response times and resolution rates
Analytics data refreshes automatically. The date range and filters apply to both chart widgets and agent performance metrics.