Intro to Analytics
CekatAI Analytics gives you a complete view of your customer support and engagement performance. Monitor chat volumes, agent productivity, response times, and customer satisfaction — all from a single dashboard.
CekatAI Pro — Includes standard analytics with 30-day data retention. Learn more.
CekatAI Business — Advanced analytics with unlimited retention, custom reports, and data export. Learn more.
Key Features
Dashboard Overview
Real-time metrics for conversations, tickets, and customer activity at a glance.
Chat Analytics
Track message volume, response time, resolution rate, and channel breakdown.
Agent Performance
Monitor individual agent stats including handle time, CSAT scores, and ticket count.
Available Metrics
| Metric | Description | Available On |
|---|---|---|
| Total Conversations | Number of conversations across all channels | All plans |
| Average Response Time | Time between customer message and agent reply | All plans |
| First Response Time | Time from first customer message to first agent reply | Pro, Business |
| Resolution Rate | Percentage of tickets resolved within SLA | Pro, Business |
| CSAT Score | Customer satisfaction rating (1-5) from post-chat surveys | Pro, Business |
| Agent Handle Time | Average time an agent spends per conversation | Business |
| Channel Breakdown | Message volume split by WhatsApp, Instagram, Live Chat | All plans |
| Peak Hours | Busiest hours and days for incoming messages | Pro, Business |
Dashboard Sections
Overview
High-level summary cards showing today's conversations, open tickets, average response time, and CSAT score.
Chat Analytics
Detailed charts for message volume over time, channel distribution, and conversation trends (daily, weekly, monthly).
Agent Performance
Leaderboard and individual agent breakdowns — conversations handled, average handle time, and satisfaction ratings.
Customer Insights
Understand your customers — most active contacts, common topics, repeat inquiries, and geographic distribution.