Conversation analytics

Conversation analytics in Deskwoot is the Reports section that tracks volume, response times, resolution times, CSAT, and trends across your channels, so team leads can spot bottlenecks without dumping everything into a spreadsheet first. It is where you go to answer questions like "are we slower this week than last" or "which channel is eating all our time." Reporting is available on the Startup plan and above.

How do I open conversation analytics?

1. Log in to your Deskwoot dashboard.
2. Open Reports from the main sidebar.
3. Pick Last 7 days, Last 30 days or Last 90 days at the top.
4. Read the overview, then drill into a specific report for detail.

What metrics does the overview show?

The overview puts the headline numbers in one view:

• Total conversations: how many conversations were created in the selected period, plus older ones resolved in it.
• Average first response time: how long, on average, before an agent sends the first reply after a conversation opens.
• Average resolution time: the average gap between a conversation being created and being marked resolved.
• Overall CSAT score: the aggregate satisfaction rating from post-conversation surveys (CSAT is configured per inbox and needs the Business plan or above).

Read them together. A fast first response paired with a weak CSAT score, for example, usually means replies are quick but not actually solving the problem.

What reports are available?

Beyond the overview, Reports breaks down into the individual views you will use most:

• Conversations: volume and timing trends over your selected range.
• Agent performance: a table of per-agent metrics that links out to each agent's detail page. See agent performance reports.
• CSAT: satisfaction scores and the comments customers left.
• Article feedback: the thumbs up and thumbs down ratings people leave on your help center articles, so you can tell which articles actually answer the question and which need a rewrite. See help article feedback.

Can I export the data?

Yes. The Reports overview has Export conversations CSV and Export CSAT CSV (administrators also get Export agent performance CSV), which download the underlying rows as a spreadsheet, handy for sharing with stakeholders, building your own charts, or keeping a longer history outside Deskwoot. For the full breakdown of what each export contains, see exporting reports as CSV.

Getting more out of your reports

• Check in weekly. A regular look catches a slow creep in resolution time before it becomes a staffing crisis.
• Set your own targets. Decide what good first response time and CSAT look like for your team, then track against those numbers.
• Pair the numbers with the conversations. Metrics tell you what changed. Reading a few actual conversations tells you why.
• Compare like with like. Week over week or month over month gives you a real read; comparing a holiday week to a normal one does not.
• Watch for outliers. One conversation that sat open for a month can drag an average sideways. Trust the trend over a single point.

Frequently asked questions