Analytics & Reporting
Measure and improve your customer service performance with comprehensive analytics across chats, questions, tags, and resource usage.
Analytics Overview
Fiko's Analytics feature provides comprehensive insights into your customer service operations. Track chat volumes, identify common questions, analyze tag usage, and monitor resource consumption to optimize your team's performance and identify improvement opportunities.
- Real-time dashboard with customizable date ranges (7, 14, 30, 60, or 90 days)
- Visualize trends, patterns, and daily activity heatmaps for better insights
- Identify popular questions and common customer concerns through AI-powered clustering
- Monitor resource usage and track infrastructure costs across all features
Key Analytics Features
Chat Metrics
Track total chat volume, daily trends, and activity patterns. View heatmaps to understand peak times and customer engagement.
Support Quality
Monitor missed chats and escalations to identify service gaps. Track resolution rates and response patterns.
Question Insights
Discover frequently asked questions grouped by similarity. View trends and sample questions to guide content strategy.
Usage Analytics
Monitor token usage, feature consumption, and channel breakdown. Track costs to optimize resource allocation.
Complete Documentation Guides
Step-by-step guides for understanding each analytics section and leveraging insights to improve your customer service operations.
Chat Analytics
Track chat volume trends, patterns, and activity metrics with customizable date ranges and heatmaps.
Missed Chats Analytics
Monitor escalated conversations, resolution rates, and response patterns to improve support efficiency.
Popular Questions
Analyze frequently asked customer questions grouped by semantic similarity with trend analysis.
Tag Analytics
Understand tag usage patterns, distribution across conversations, and trending topics.
Usage Analytics
Monitor token consumption, feature usage, channel breakdown, and track infrastructure costs.
Start with Chat Analytics
Begin by reviewing your chat volume trends to understand your current support load, then explore deeper insights across missed chats, questions, and usage.