Improve
Reports
Know what your support actually does: what came in, who resolved it, how fast, and how it felt.
What it is
Reports answers the questions a support lead actually asks, on one page: how conversations were handled (replied, closed by AI, closed by a teammate), volume against the previous period, median first-response, response, time-to-close and handling durations, deflection and resolution rates, CX scores split AI-versus-human and chat-versus-email, and a per-teammate performance table.
Pick 7, 30 or 90 days — every chart carries the previous period alongside, so you’re always reading a delta, not a lonely number.
How you’d use it
Founder
One glance a week: is AI resolution climbing, and is median first response still inside the promise on your contact page? Two numbers, thirty seconds, done.
Support lead
The teammate table — replies, conversations handled, first-reply speed and CX per person over the same 30 days — turns one-on-ones from anecdotes into a shared set of numbers.
D2C brand
You changed the returns policy last month. Time-to-close and the clustered negative-CX reasons tell you within weeks whether it landed or backfired.
Planning headcount
Volume growth versus the previous period, split by where conversations come from, is the honest input for “do we hire or do we write more articles?”
Get more out of it
Read medians, not averages
One thread that sat over a long weekend wrecks an average. The medians describe what a typical customer actually experienced — that’s the number to put a target on.
Give deflection a target
Every point of AI deflection is conversations your team never had to open. Set a number, then use the Insights gap list as the lever that moves it.
CX reasons over CX score
The score tells you something moved; the clustered positive and negative comment snippets tell you what. Read the negative reasons first — they’re the cheapest roadmap you’ll ever get. And read the chat-versus-email split: the two channels serve different moods, and a gap between them usually points at tone or speed, not content.
Judge weeks by their delta
Every chart shows the previous period. A flat week right after a launch spike is a win — read the comparison, not the shape.
If AI CX trails human CX, fix the articles
The AI answers only from your knowledge base — a satisfaction gap between AI and teammates is usually a content-quality problem wearing an AI costume.
Run support on numbers, not vibes.
Your workspace takes about a minute to create — no sales call, no credit card.