Overview
Analytics overview
See how your support is performing — volume, AI resolution, handoffs, and CSAT — with period-over-period deltas.
Analytics at https://app.asks.app/analytics shows how your support is performing at a glance. Pick a date range and every number compares itself to the previous period of the same length, so you see direction, not only totals.
Date range
The picker offers Today, Yesterday, Last 7 days, Last 28 days, Last 30 days, Last 90 days, This month, Last month, and a custom range. The default is Last 30 days. Delta badges on the KPI tiles compare against the immediately preceding period — for Last 30 days, that's the 30 days before it.
How far back you can look depends on your plan: 90 days on Starter, 365 days on Business, and unlimited on Premium. See Plans & limits.
Overview KPIs
- Conversations — total conversations in the period.
- Messages — total messages, with the average per conversation.
- AI resolution rate — the share of AI-handled conversations the agent resolved on its own.
- Transferred to human — conversations the AI handed to your team.
- CSAT — average rating out of 5, once ratings come in.
Below the tiles, the overview breaks the period down: conversations and messages per day, a resolution breakdown (confirmed resolved, assumed resolved, small talk, unresolved), busiest weekdays and hours, channels, languages, countries, devices, and conversation-length distributions. A Conversation pages table shows where widget conversations start on your site — each page URL with its conversation count and share; it appears once page data exists.
Sub-pages
The analytics sidebar leads to five deeper views:
Topics, Sentiment, AI Insights, and Team are available on the Business plan and above; Ratings is available on every plan.
Knowledge gaps
At the bottom of the AI Insights page, the Knowledge Gaps block lists questions the AI couldn't answer, grouped into topics overnight, with sample customer questions and a gap rate (unanswered questions divided by AI conversations — mature setups trend below 15%). Each gap comes with an Add answer → retrain action that drafts a knowledge base article for you and retrains the agent on it in one step. After you publish, a View impact trend shows unanswered volume before and after the article was added; gaps you'd rather not fix can be dismissed. See Topics & AI insights.
Related
- Topics & AI insights — topics, sentiment, insights, and team performance.
- Ratings & CSAT — turning on end-of-chat ratings and reading the results.