CS Analytics
Track customer service performance metrics and team effectiveness.
CS Analytics provides performance metrics for your customer service operations — tracking response times, resolution rates, and follow-up effectiveness.
CS ManagementOverview
The analytics dashboard gives managers visibility into customer service performance, helping identify areas for improvement and recognise team achievements.
Key metrics
| Metric | What it measures |
|---|---|
| Response time | How quickly the team responds to customer messages |
| Resolution rate | Percentage of issues resolved vs. escalated |
| Follow-up effectiveness | Impact of AI-generated follow-ups on customer engagement |
| Volume trends | Number of conversations over time |
| Team performance | Individual team member activity and resolution rates |
Using analytics
- Monitor trends — Track service quality over time
- Identify bottlenecks — Find where response times are longest
- Measure AI impact — See how automated follow-ups affect customer satisfaction
- Team management — Understand workload distribution and individual performance
Regular review
Check CS Analytics regularly to stay on top of service quality. Declining response times or resolution rates can indicate staffing issues or process problems that need attention.