All docs Insights
Analytics
Every figure on the Analytics page — resolutions, response times, hours saved, satisfaction, topics and team performance — and how it is calculated.
Analytics (Owners and Admins) shows how support is going. Figures cover conversations started in the selected period; Playground chats are excluded. All channels are counted together; use the Channel filter or the By channel table to compare website chat, WhatsApp, email and phone.
Filters
From / To (UTC days; default the last 30 days), Store, Topic, Tag, Status (Not resolved, AI handling, Waiting, Assigned, Resolved) and Channel (Live chat, WhatsApp, Email, Phone). Click Apply filters.
Totals
| Figure | How it is calculated |
|---|---|
| Conversations | Conversations started in the period. |
| Still open | Not resolved yet, with the share of all conversations. |
| Resolved | Resolved conversations. |
| Handed to the team | Conversations Kalfa AI handed over, with the share. |
| AI resolutions | Conversations Kalfa AI handled alone that became billable 48 hours later. |
| AI resolution rate | AI resolutions ÷ resolved conversations. |
| First response | Median time from the first customer message to the first AI or team reply. |
| Time to resolve | Median time to resolution. |
| Hours saved | AI resolutions × average handle time. |
| Support cost saved | Hours saved × support cost per hour. |
| Customer satisfaction | Average 1–5 rating and number of ratings (needs the rating question on Store → Widget). |
| CSAT response rate | Ratings ÷ resolved conversations. |
Tables
- By channel — per channel: conversations, AI resolutions, AI resolution rate, conversations handed to the team, median first response and CSAT. The monthly digest email also lists conversations per channel.
- By topic — conversations, still open (number and %), AI resolutions per topic.
- By day — conversations, resolved and AI resolutions per day.
- Team performance — per member (last assignee): conversations handled, resolved, median first reply after taking over, median resolution time, messages sent and CSAT.
- Kalfa AI answer feedback — when enabled for your organization: customers' thumbs up/down on Kalfa AI's answers and the helpful rate.
Assumptions
Used for hours and cost saved:
- Average handle time (minutes) — how long a team member would spend on one conversation (0.5–240, default 6).
- Support cost per hour (GBP) — 0–1,000, default £18.00.
Click Save assumptions.