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Advanced support reporting & analytics

Reports

Make support reporting more advanced & add more support metrics including:

  • Reopen rate - the percentage of conversations that users reopened

  • Agent Handling Time / Active Work Time - the total time an agent actively worked on a conversation (read, responded, updated status, added comments)

  • One-touch tickets - tickets that were resolved after only one interaction (one agent message), without further clarification or repeated user requests.

  • Chats missed is a metric that shows the number of incoming chats that agents did not respond to in time or did not respond to at all.

  • CSAT (Customer Satisfaction survey results)

  • SLA breach rate and compliance

  • Distribution by product area or label/tag

  • Volume and breakdown by company, customer segment/tier

AI-powered insights:

  • Automated sentiment/theme clustering

  • Volume and trend detection

Posted by Markus Palm ·
Status: Completed8 comments

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Comments8

  • Markus Palm changed status to Completed
    Team•

    Jul 27

    Pinned

    Featurebase Reports is out! 📊

    You can now monitor, analyze & improve your entire customer support data in one place.

    Reports gives you real-time metrics you can drill into, down to the conversations behind every number.

    Start immediately with 12 built-in templates or build custom dashboards around the questions your team cares about:

    • Track SLAs, CSAT, Fibi AI & team performance

    • Break down data by any custom attribute

    • See the actual conversations behind any number

    • Share reports with granular permission controls

    You can also export any view as CSV, or use our MCP to ask Claude & ChatGPT questions about your support data.

    Reports helps your team move from "what happened?" to "what should we do next?" without stitching data together across separate tools.

    This was one of our biggest builds yet and I'm super happy with how it turned out!

    Get started here →

  • Kelly Szabo

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    Apr 8

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    Merged request

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    2 votes

    Detailed Analytics and Reporting for Conversation Data Attributes (CvDAs)

    I want to see more information in analytics for support, specifically basing reports off the Conversation Data Attributes (CvDAs). Being able to report on these attributes is very important for analyzing conversation volume, response times, and topic trends across custom fields.

  • Romain R.

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    Apr 8

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    Merged request

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    1 vote

    User Analytics Dashboard (Ticket Volume & Request Frequency)

    I want a dedicated user analytics dashboard to track individual user metrics. Specifically, I need to see how many tickets each user opens, the frequency of their requests, and other aggregated user-side metrics to better understand user engagement and support needs. Currently, I can only see agent-side performance, but I need a way to compare these metrics across my entire user base without checking individual profiles one by one.

  • vishal-kickcall

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    Apr 8

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    Merged request

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    1 vote

    Customization for Support Analytics Dashboard

    I would like to customize the support analytics dashboard.

    I need the ability to modify or remove metrics that are not relevant, such as the 'Fibi agent resolution rate' when Fibi is disabled or has the capability to close conversations disabled, as it currently shows 0%.

    I want to tailor the dashboard to display meaningful data for our specific use case.

  • Ghina Rehman

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    Apr 8

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    Merged request

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    1 vote

    Support/Inbox Analytics Dashboard for Human Resolutions

    I want a dedicated analytics dashboard for the Support/Inbox module to track statistics like the number of tickets resolved by human agents, resolution rates, and time-to-close. Currently, there isn't a built-in way to see these stats for human teammates.

  • Lara Macarena Sastre

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    Jan 3

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    Merged request

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    8 votes

    View customer & company specific analytics

    Specific analytics about support provided by a customer and its company

    • How many conversations - total | by email | by chat

      • Filterable by month | year

    • Response times & Resolution times

    • Conversation Type based statistics

      • Email

      • Webchat

        • Portal

        • Help Center

        • External

    • Charlie Areskoug

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      Sep 8, 2025

      by company as well would be great.

  • Andrii Bandiak

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    Oct 31, 2025

    It would be good to add metrics such as Reopen Rate - the percentage of conversations that users reopened.

    Another metric is Agent Handling Time / Active Work Time - the total time an agent actively worked on a conversation (read, responded, updated status, added comments).

    One-touch tickets are tickets that were resolved after only one interaction (one agent message), without further clarification or repeated user requests.

    Chats missed is a metric that shows the number of incoming chats that agents did not respond to in time or did not respond to at all.

    And to conclude, it would be good to see analytics for previous months or weeks in the current analytics.

    How does it work? I will give an example in the screenshot below.