Reports overview
A tour of Ochre's analytics dashboard: where it lives, what each section answers, and how to read the default 30-day window.
Reports overview
Reports lives at /analytics. It's a single page with everything you need to read your support operation: volume, response time, AI deflection, AI savings, CSAT, NPS, and a per-agent leaderboard. Every chart pulls from the same conversation data your inbox uses, so the numbers always match what you'd count by hand.
What's on the page
/analytics is one page divided into a few sections:
KPI tiles
Five headline numbers at the top:
- Tickets opened in the period.
- Median first response — the time from the customer's first message to the first non-internal reply. AI auto-sends count.
- Median resolution — the time from conversation creation to
status='closed'. - AI deflection — the share of conversations the AI auto-resolved without any human reply. Higher = more cost saved.
- AI savings — the dollar value of those auto-resolutions, computed against your provider key.
Charts
- Volume per day — bar chart of tickets opened each day in the period.
- Resolutions per day — line of conversations closed each day.
- Channel mix — share of volume by channel (email, chat, Slack Connect, etc.).
CSAT card
A breakdown of the trailing-period CSAT: invites, responses, response rate, average score, promoter/detractor split, and the most recent responses. See CSAT stats.
NPS card (new)
The score, the promoter / passive / detractor split as a stacked bar, the response count, and the recent five responses. The card replaces an empty placeholder we shipped earlier; before today, NPS data was collected without a read surface. See NPS overview.
Agent leaderboard
A row per agent for the period, with conversations handled, AI assist activity, and CSAT. Click into an agent to drill down. See Agent leaderboard.
The period selector
Top of the page: 7d / 14d / 30d / 90d. The default is 30d. The window is "the last N days from now," not a calendar boundary.
When you change the period, every section on the page recomputes. There's no per-section override.
Permissions
/analytics is available to Owners and Admins by default. Agents can be granted access via role settings if you want them to see their own metrics. See Roles explained.
When numbers look wrong
A couple of things to check first:
- Period mismatch. If a number on the page disagrees with what you counted by hand, make sure you counted using the same N-day window.
- Channel filter. A subset of charts respect channel context. Don't compare a single-channel slice to an all-channels total.
- Time zones. The page renders in your workspace time zone.
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