Analytics & Reports

Conversation Analytics Deep Dive

1 min readMar 19, 2026

Beyond the dashboard overview, HelpKit provides granular conversation-level analytics for detailed analysis.

Go to Analytics → Conversations.

#### Volume Report Shows total conversations by:

•Day/week/month

•Conversation status (open, resolved, snoozed)

•Conversation source (new vs. returning contacts)

•Channel

#### Response Time Report Drills into your team's responsiveness:

•First response time (FRT): Time until the first agent reply

•Average handle time (AHT): Total agent active time per conversation

•Time to resolution: From first contact message to resolution

•Breach rate: % of conversations that exceed your SLA targets

#### Label/Tag Report If you tag conversations with labels (e.g., "billing", "tech support", "return"), this report shows:

•Volume by label

•Resolution time per label

•CSAT per label

Useful for identifying which issue types take longest to resolve.

#### Flow Performance Report For chatbot-initiated conversations:

•Flow start rate (% of conversations that entered a flow)

•Flow completion rate

•Drop-off by step (which step do users exit?)

•Human handoff rate

HelpKit calculates a quality score for each conversation based on:

•First response time (faster = better)

•Number of messages per resolution (fewer = more efficient)

•CSAT rating received

•Was it reassigned? (reduces score)

On the Business plan, create custom reports:

1.Go to Analytics → Custom Reports → New Report

2.Select metrics to include

3.Set filters and dimensions

4.Choose chart type (bar, line, pie, table)

5.Save and pin to dashboard