CONTACT CENTER ANALYTICS
Customer Service Metrics For Steady Business Growth
Get a 360° view of your contact center performance and customer service metrics.
Trusted by customer service teams worldwide
“I love the amount of control you have. I've used other customer service automation tools which seem quite limited compared to Activechat. Other tools seem to have a rigid enough flow for conversations whereas Activechat's core setup is built on flexibility.”
Ray M., CEO, Computer Software
Measure The Effectiveness Of Your Customer Service Automation
Track every conversation, resolution rate, and CSAT score in one unified dashboard designed for contact center managers.
Track Your Goals Easily With Contact Center Performance Reports
Build custom reports and track the KPIs that matter most to your team and stakeholders.
- First response time (FRT)
- Average resolution time (ART)
- Customer satisfaction score (CSAT)
- Agent utilization and productivity
- Channel-by-channel breakdown
“I feel that ActiveChat will become the Industry standard of chatbot building in no time. The entire team is very responsive and they fix any issues reported quickly.”
Ram R., CEO, ITS
Build A Data-Driven Contact Center
Use real conversation data to identify bottlenecks, coach agents, and continuously improve your service quality.
Focus On What Matters Most With Our Customized Reports
Filter, segment, and customize every report so you always see the insights most relevant to your goals.
Frequently Asked Questions
Traditional KPIs include First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and ticket resolution rate. These metrics form the foundation of any contact center analytics program.
AI automation typically improves FRT by 60-80% through instant responses, reduces AHT by handling routine queries automatically, and boosts CSAT by ensuring consistent, accurate answers. Activechat customers see an average 75% improvement in CSAT within the first 90 days.
It aggregates data from all your support channels — live chat, email, SMS, social — and presents it in unified dashboards. You can track agent performance, customer satisfaction, automation effectiveness, and identify areas for improvement.
You need an active Activechat account with at least one connected channel. Once configured, the analytics dashboard starts populating automatically. Most customers have their first meaningful reports within 24 hours of setup.
Customer service teams love Activechat
Join thousands of businesses already transforming their customer service
Jorge Edel A.
CEO, Veeme Media
“Since we installed it, the response rate has been amazing. Having a way to automate my customer service was one of the best decisions ever made. With Activechat, we answer most requests instantly.”
Tanzir R.
Product Designer
“We used it for the WooCommerce shop. The bot automatically pulled all the data from the store, and users could place orders via chat on Facebook Messenger. Setup took a couple of minutes. Fastest way to build a bot.”
Harish M.
CEO, E-Learning
“The architecture of using skills is amazing as it saves us a lot of time. After a tiny bit of learning, it becomes a perfect tool which you cannot look beyond. The support is fantastic as they are ready to listen to us and take necessary action to meet our needs.”
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