Know how the day is going, right now and last month
Live tiles for the queue, the team and the phones refresh every thirty seconds. Underneath, the trends: response times, resolution, tickets, calls and bot containment, on any date range. Need a number nobody shipped? Ask Kaylee and she writes the query.
Live and historical on one page ✦ SLAs you define ✦ Every number opens its records
Message volume inbound · outbound
First response time median · 0 s
The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
Buckets you define, not buckets you are given
The waiting tiles count unanswered chats against thresholds you set. A resort running around the clock wants different limits from an agency with strict business hours, so pick a tight, default or relaxed preset, or type up to five of your own. Save, and the tiles re-bucket immediately, with colour that shifts from neutral to warning to danger as each line is crossed.
- Resolved chats never inflate the count. Active and unanswered tiles exclude anything resolved and closed.
- Oldest waiting shows the age of the longest unanswered chat, as 5m, 2h or 3d.
- Thirty-second refresh on every live tile, without reloading the page.
Built for the lead who runs the day and the manager who reviews the month
See the queue as it is right now
Active, unanswered, waiting by SLA, oldest waiting, agents available, calls and bot sessions in progress, refreshed every thirty seconds.
Learn moreRead the trend underneath it
Message volume, median first response, average response and resolution, per hour or per day, over 24 hours, 7, 30, 90 days or any range.
Learn moreClick any number to see the records
Every count opens the exact chats, calls, tickets, leads or presence intervals behind it, each linking to the record, with its own CSV.
Learn moreWrite the metric nobody shipped
Describe it in plain English and Kaylee writes the SQL, or write your own with autocomplete and template variables. Save it, chart it, publish it to Reports.
Learn moreOne row per person, every number backed by its records
For today, yesterday or any range up to seven days: hours online and on break, time on calls and occupancy, calls handled and missed, chats responded, assigned and resolved with average resolution, tickets, leads, follow-ups and CSAT. Bands your organisation never produced stay hidden, and the column choice is remembered.
- Detail on click. A number opens the table of records behind it, each linking to the chat, call or ticket.
- Role-aware. Admins see the whole team; an agent sees their own row.
- Availability tab. Available against unavailable time, with a bar per break label and a per-agent comparison.
Describe the metric. Get the query.
Kaylee knows the whole analytics data model: every readable table, the shapes of the message and session fields, and the patterns the built-in metrics already use. Ask for "tickets opened against resolved by priority, last 30 days" and she answers with the SQL, the rows and what they mean. Ask for something you can keep and she writes it as a template with a date range and a channel filter, ready to pin.
- Multi-turn. "Now only WhatsApp." "Group by hour." "Exclude closed chats."
- Read-only, scoped, linted. No writes, always your organisation, warnings surfaced inline.
- Your own SQL too. Highlighting, autocomplete, variables, KPI, bar, line, pie, table or heatmap.
Ask KayleeCustom queriesTickets by priority · last 30 days bar
A tab for every surface, with its own range
Tickets created against resolved per day and the average resolution time. Calls per hour by direction with the average handle time. Bot containment per day, the share of sessions that finished without a hand-off. The Availability tab turns every status change into a duration report. Each tab keeps its own date range.
- Quarterly review in four screenshots. Pick 90 days and the overview charts are deck-ready.
- Per-channel breakdowns on the metrics that support them.
- Dashboards. Pin the saved queries your team checks weekly and share the URL.
Created · resolved per day avg resolution 3.4 h
Calls per hour · inbound · outbound avg handle 4:12
Bot containment per day this week 71%
Available · unavailable by agent rate 84%
Raw data out, with the same filters as the page
Pick a report type, chats, stage history, dispositions, contacts, tickets, call logs, goals, bookings, follow-ups, survey and flow responses, leads, lead activity or any saved query, apply filters as rich as the module's own, and generate. Come back when it is ready and download the CSV. No browser tab held open for the whole run.
- Built for Excel and BI. UTF-8 with a BOM, so spreadsheets open it cleanly.
- API and MCP. Request, list and download reports from your systems or your AI assistant.
- Admins only. Users are blocked at the page and at the API.
Recent reports
Go deeper
Everything analytics is made of
Performance metrics
Response, resolution, volume and quality, per agent, per team and per channel, on any range.
Learn moreSLA tracking
Waiting buckets you define, oldest-waiting at a glance and the records behind every breach.
Learn moreReports and exports
Fourteen report types with the module's own filters, delivered as CSV through the page, the API or MCP.
Learn moreIn practice
The daily standup, in two seconds
The team lead opens Analytics first thing. The live tiles show the unanswered count and the oldest waiting chat; the chart underneath confirms first-response time is trending the right way. They open Agents on Today, sort by awaiting reply, spot who is slipping, and one click lists the exact chats waiting. Marketing, meanwhile, pins "chats per UTM source per day" and checks it weekly.
Your numbers, only yours
Every query, saved or ad hoc, runs against your organisation's data alone; there is no path for one tenant to read another, even with a careless WHERE clause. Agents see their own rows, admins see the team, and exports live behind time-limited links.
Visit the trust centerGuides for the people who read the numbers
Live tiles, SLAs, the four overview charts and the Agents tab, in order.
Custom queries, template variables, visualisations and publishing to Reports.
Fourteen report types and every published query, from your own systems.
Ready to see how the day is really going?
Connect a channel, set your SLAs and watch the tiles fill with your own conversations today.
Questions, answered
The things teams ask before they trust the numbers.
A live operations panel and a history in one page. The tiles at the top show the queue right now: active and unanswered chats, how long people have been waiting against the SLAs you set, agents available, calls and bot sessions in progress. Underneath, charts show response, resolution, ticket, call and bot trends over 24 hours, 7, 30 or 90 days, or any custom range.
Yes. The waiting tiles bucket unanswered chats against thresholds you choose: a tight preset of 5 minutes, 15 minutes and 30 minutes, the default of 5 minutes, 1 hour and 4 hours, a relaxed preset of 1, 4 and 24 hours, or up to five custom values. Save, and the tiles re-bucket immediately.
One row per team member for today, yesterday or any range up to seven days: hours online and on break, time on calls and occupancy, calls handled and missed, chats responded, assigned and resolved with average resolution, tickets, leads, follow-ups and CSAT. Click any number and a detail view lists the exact records behind it, each with its own CSV download.
Admins and account owners see every member. An agent without admin rights sees only their own row and their own availability history. Every saved query is scoped to your organisation automatically.
No. Describe the metric in plain English to Ask Kaylee and she returns a complete query with a name, a description and a chart type, ready to run or save. The conversation is multi-turn, so you can refine it: restrict to WhatsApp, group by hour, exclude closed chats. If you do write SQL, the editor has highlighting, autocomplete for every readable field and template variables.
Every chart preview, the Agents table and each detail view download as CSV. Reports exports any filtered set of chats, tickets, calls, leads, bookings, survey responses or saved queries as a CSV job you download when it is ready, and published queries are available through the Reports API and MCP.