This article is your main resource guide to understand and leverage the Analytics tools available with Crisp. We'll review metrics calculation methods, how to take advantage of them to improve your services, and we'll explore the different features available to build customized reports.

The Analytics section provides in-depth information about your inbox activity and the way your users interact with your team. You can use it to review the number of messages received, visits on your website and knowledge base, ratings left by your users, and also to monitor how your agents are using Crisp, and much more!

You also have the ability to build your own custom reports to easily find the information that matters and generate reports on the go.

Table of Content

• Getting Started
• Default Reports

‎ ‎ ‎ ‎ ‎ ‎ → Messaging

‎ ‎ ‎ ‎ ‎ ‎ → Visitors

‎ ‎ ‎ ‎ ‎ ‎ → Knowledge Base

‎ ‎ ‎ ‎ ‎ ‎ → Contacts

‎ ‎ ‎ ‎ ‎ ‎ → Status Page

‎ ‎ ‎ ‎ ‎ ‎ → Dashboard

• Understanding and Navigating the Analytics
• How are Metrics calculated
• Frequently Asked Questions

Getting Started

To get started, you can access the Analytics tools from the main navigation bar (on the left).

The Analytics tools are split into different categories (Messaging, Visitors, Knowledge Base...). Each of these categories contains different sections (Overview, Responsiveness, Ratings...).

You can easily navigate through the sections of these categories to display the relevant reports, and monitor the data that is the most relevant to you.

All of the data reports are pre-configured for you, using the most commonly pertinent aggregation methods for these statistics.

You can simply scroll through them and directly see the relevant metrics without any additional work. ✨

It may also be interesting to understand what dataset is being used for these reports, or what the default calculation methods used by Crisp are. To do that, you can directly visit the next chapter of this guide to review all of the details of the available reports.

Default configurations are quick and easy to use, but you may want to customize your reports. For instance, tweaking the aggregation methods or applying filters can help you shed light on specific behaviors, or identify certain patterns. All of this is possible, and we have dedicated a section of this article to help you learn how to navigate the Analytics tools.

And of course, don't hesitate to visit our renowned FAQ section if you are eager to learn more. You will also find extra resource links in this article to help you apply your knowledge and leverage the data made available by these reports. Don't hesitate to check them out!

Default Reports

Those are the different presets natively available within the Analytics tools, each presented within its own report. From the top bar, you can select your timezone as well as the time period you are interested in (past week, month, year, etc., or a custom date range).

Each report can be downloaded to a CSV format through the option found in the top-right corner of each report, if you'd like to export them and further aggregate data to build your own statistics.

You can also hover data points inside of the report to download specific sections.

Messaging

This is the section you'll be interested in if you're looking for behavioral data related to your Crisp inbox.

It includes website visits, conversation activity, as well as metrics related to how your agents interact with Crisp and users. For instance, you will find information such as your team's response time, shortcut usage, conversations handled, and more.

Overview

The Overview offers quick access to the most frequently used data points. This allows you to easily consult the most relevant data related to your inbox and agents at a glance.

In this area, you will find several types of reports:

❋ Conversations

→ This data is the total number of active conversations over the time period selected.

It takes into account all conversations which have been created or re-opened (both new and existing conversations).

Various filters and configurations can be applied to this reports, eg:

• New/Existing: to only see one type of conversations
• Unique: to only count conversation once over the selected period (re-opened conversations are not counted a second time)
• Total: to cout conversations if they were re-opened during that period (up to once per day maximum)
• Filters: on channel, segment, country, response time...

• You can read more about how conversations are counted in this section

❋ Visitors

→ Shows the total number of unique users who have visited your website over the time period selected.

Visitors are can only be detected on pages where the chatbox is present. Crisp counts their "session" (users are not counted again if move to a different page or open a new tab for instance)

❋ Ratings

→ The average note left by your users

You can visit this article to learn more about conversation ratings.

❋ Conversations over Time

Shows the evolution of the amount of conversations over the time period selected.

Similarly to the Conversation summary widget above, this data is a more detailled report of conversation activity.

You can apply the same filters, but also configure a Date Split to get data per day, week, month...

❋ Conversations per Period

→ Shows the average number of conversations per hour over the time period selected.

This data represents a heatmap of the average amount of conversations for each hour across the week. This is for instance useful to highlight activity peaks, and when your agents are often under load.

You can change the Date Split to view the average per hour tranche, day, or week. You may also change the calculation method (from average to median, sum, etc)

❋ Conversations per Operator

→ A treemap of the amount of conversation handled by each operator

This data takes into account any conversation where an agent has sent at least one message.

❋ Conversations per Response Origin

→ Shows a repartition of the origin of the first response sent in conversations.

The "origin" refers to how the first response to the user was sent in your conversations. This allows you to see how conversations in your inbox are handled.

Some common origins include:

• Operator: if the first response was sent by a human agent
• Bot: if the first response was sent by using the Chatbot (eg. with the MagicReply AI)
• Auto-Responder: for a first message sent by this plugin

Responsiveness

This is where you can review in-depth data about your efficiency in handling conversations. This section displays data related to the average response time and allows you to monitor your team's overall performance.

In this area, you will find several types of reports:

❋ Response Time

→ This is the average global response time in conversations (Bots and human agents combined) over the time period selected

The response time is the delta between the first user message and the first response sent (either by an agent or automation).

It is calculated when a conversation is first created, but also anytime the user contacts you after the conversation has been resolved.

❋ Human Response Time

→ Shows the average response time (humans only)

The response time "human only" is the delta between the first user message and the first response sent specifically by an actual agent.

It is also calculated both when a conversation is first created, and anytime the user contacts you after the conversation has been resolved.

❋ Time to Handle

→ Shows the delay between between the first agent response and their last one until the conversation was marked as resolved).

This data essentially represents the time an agent actively spent handling a conversation (from their first message sent until their last

❋ Response Time per period

→ Shows the average response time per hour over the time period selected.

This heatmap represents the average response time for each hour across the week. It allows you to identify periods over which your agent's response might go down (suggesting high workload for your agents)

You can change the Date Split to view the average per hour tranche, day, or week. You may also change the calculation method (from average to median, sum, etc)

❋ Time to Handle — During Office Hours

→ This report shows the evolution of the handle time of your agents (delay between the first and last agent message until resolution

It allows you to see the evolution of time your agents need to handle conversations in average over the selected period.

Ratings

This section of the Analytics allows you to review ratings and feedback left by your customers. Ratings can be left at the end of an exchange from the chatbox itself, or from an email transcript.

Make sure to configure your Office hours from the Settings icon on the top-right of each report, if you'd like the response time to only account for your business hours.

In this area, you will find several types of reports:

❋ Overall Rating

→ The average note left by your users for all conversations over the selected period

This simply combines all conversation where a rating was left, and averages it.

❋ Automation Rating

→ Shows the average rating left by your customers in conversations where only automations intervened (Chatbot & AI)

The data excludes conversations where an agent had to intervene.

❋ Ratings Evolution

→ Shows the evolution of the average note left by users per day over the time period selected.

This allows you to easily see how your users believe your support is performing over time.

❋ Ratings

→ Shows the details of ratings left over the time period selected.

It presents a curated report containing information such as:

• The email address of the user who left the rating
• Their note and comment
• The assigned agent
• A link to review that conversation

Operators

The Operator view allows you to quickly review individual operators' performance and obtain metrics on their conversations.

In this area, you will find one type of report:

❋ Operators

→ Shows individual metrics about each of your operators.

• Conversations: the total number of conversations handled by that agent (in which the agent sent at least one message)
• Response Time: The average delay between any given user message and the agent's response.
• Resolution Time: The average duration between the moment a conversation is opened until it is marked as resolved.
• Ratings: Average rating left by users on a conversation assigned to that particular agent.

Automation

This section allows you to review your usage of Automations within Crisp (such as the Bot plugin).

In this area, you will find one type of report:

❋ Automated Conversations

→ The amount of conversations which were first replied by an automation (eg. Chatbot / AI)

This takes into account all conversations where an automation first intervened (even if an agent later took over before leading to a resolution.

❋ Fully Automated Conversations

→ The amount of conversations which were only handled by an automation (eg. Chatbot / AI)

This only captures conversations in which no human intervention was required for the conversation to be resolved. Essentially: conversations for which an automation was able to autonomously handle.

❋ Automated Conversations

→ The evolution of the amount of the amount of conversation first handled by an automation

This report allows you to check how your automations are performing overtime. This helps you monitor how implementation of new scenarios, AI, or new training resources helped reduce your team's workload.

You can learn more about AI training & Automations in that article.

Channels

This area allows you to monitor the different channels from which your users contact you and review the most popularly used ones.

In this area, you will find several types of reports:

❋ Chat Conversations

→ The total number of conversations initiated from the Chatbox.

This data also accounts for agent-initiated chat conversations (created by your agents from MagicBrowse, for instance).

❋ Email Conversations

→ The total number of conversations initiated by email.

Also accounts for agent-initiated emails (created by our agents from your Crisp inbox).

❋ Others

→ The total number of conversations initiated from other channels

It adds up the number of conversations initiated from other channels (WhatsApp, contact form, social media, etc...)

❋ Most Used Messaging Channels

→ Compares the amount of conversations originating from each channels.

It allows you to quickly compare and review which channels are most popularly used by your customers.

SLAs

Consult this section for SLAs (Service Level Agreement) related metrics and monitor the number of conversations that failed to meet your SLAs.

In this area, you will find several types of reports:

❋ Conversations SLA above 1 hour

→ Highlights the hour tranches where the average response is higher than 1 hour

This SLA report is built by including a filter for response times higher than 1 hour.

You can configure it to edit that filter and adjust the duration which you wish to monitor response time for (but also other metrics such as handle or resolution time).

It is also possible so specify "Office Hours" to exclude conversations opened outside of those.

❋ Conversations SLA above 1 hour - During office hours

→ SHows the evolution of the amount of conversation with a response time higher than 1 hour

Here as well, you can configure "Office Hours" and tweak the response time value you wish to monitor, or add extra conditions (to filter out email conversations for instance).

Segments

This section allows you to review the usage of segments and their frequency of use in your conversations.

In this area, you will find several types of reports:

❋ Most Used Segments

→ The total number of times each of your segments were added to a conversation.

This data is aggregated by counting segments when they are added to your conversations. Segments are only counted once per conversation.

❋ Segments Used Over Time

→ Shows the evolution of segments usage in your conversations, over the time period selected.

This allows you to review and compare which segments are frequently appearing in your conversations overtime.

Shortcuts

This section allows you to review the usage of shortcuts and their frequency of use by your agents.

In this area, you will find several types of reports:

❋ Most Used Shortcuts

→ Shows the number of times a specific shortcut was used by an agent.

They are counted as soon as the agent select one (even if they modify the message or do not end up sending it).

❋ Shortcuts Used Over Time

→ This chart shows the evolution of shortcut usage by your agents, to highlight trends.

Here as well, it takes into account the moment an agent selects a shortcut (even if they edit the message.

Visitors

This is the section you'll be interested in if you are looking to monitor your website's visits.

This section will allow you to review a geographical heatmap of your visitors' locations, as well as daily/weekly/monthly/yearly reports of their activity on your website, including Triggers fired.

Website Visits

This view presents metrics about your website's visits and their geographical location.

In this area, you will find several types of reports:

❋ Visits Yesterday

→ Shows the total number of visits to your website on the previous day.

❋ Visits Today

→ Shows the total number of visits to your website for the current day.

❋ Visitors per Country

→ Shows a heatmap of your visitors' geographical location.

This data is the sum of visits originating from each country, over the specified time period.

❋ Daily Visits

→ Shows an evolution chart of the daily visits on your website.

Triggers

This section presents metrics about the usage of Triggers and their frequency of use.

In this area, you will find several types of reports:

❋ Triggers Yesterday

→ Shows the total number of triggers fired by your users the previous day.

❋ Triggers Today

→ Shows the total number of triggers fired by your users for the current day.

❋ Daily Triggers

→ Shows an evolution chart of each trigger usage on your website.

Knowledge Base

This area allows you to monitor how your Knowledge Base is being used by your users and review detailed information about the popularity of your articles.

You can access details about visits, which locales are most frequently consulted, as well as metrics about individual article visits, frequently searched terms, and ratings left by your users.

Knowledge Base Visits

This view presents metrics about your Knowledge Base visits and the different locales.

In this area, you will find several types of reports:

❋ Visits Yesterday

→ Shows the total number of visits to your Knowledge Base on the previous day.

❋ Visits Today

→ Shows the total number of visits to your Knowledge Base for the current day.

❋ Knowledge Base Visits

→ Shows the evolution of visits on your Knowledge Base for the period selected.

❋ Visits per Knowledge Base Locale

→ Shows the total number of visits for each specific locale of your Knowledge Base.

This allows you to compare how each of your Knowledge Base locale are performing, depending on your target audience.

Search

This section shows statistics about how your users interact with the Search features of the Knowledge Base.

In this area, you will find several types of reports:

❋ Searches Yesterday

→ The total number of individual searches (queries) your users performed to look up articles for the past day.

❋ Searches Today

→ The total number of individual searches (queries) your users performed to look up articles for the current day.

❋ Popular Searches

→ Shows the most commonly searched terms in the Knowledge Base.

These refer specifically to the keywords your visitors are using inside of the Knowledge Base "Search" input. It helps you see the trends, and also prepare/adjust articles matching your audience's needs.

Articles

This section displays information about specific articles. You can select the Knowledge Base locale you'd like to review directly at the top.

In this area, you will find one report:

❋ Articles

→ Shows extensive data about each of your articles: Visits, Reactions, Usefulness, and additional actions.

• Visits : The total number of unique visits this article received over the specified time period.
• Reactions : The rating left by your users (positive or negative).
• Usefulness : This score represents a ratio between the number of user visits an article received and the average rating left by your users.
• Action 🙂: Access details about the article's rating and comments left by your users.
• Action 📊: Access details about the article's visits for each day over the selected period of time.

Contacts

This section allows you to review data about the Crisp CRM (Contacts) and Campaigns activity.

These reports include data about contact creation, the usage of your email campaigns, and monitoring data such as delivery, bounce rates, openings, and more.

Contacts Saved

This view shows data about the number of contacts being saved in your Crisp CRM.

In this area, you will find several types of reports:

❋ Contacts Saved Yesterday

→ The total number of contacts created during the past day.

❋ Contacts Saved Today

→ The total number of contacts created during the current day.

❋ Contacts Saved

→ Shows an evolution chart for the amount of contacts created in your Crisp CRM for each day of the selected time period.

Campaigns Reached

This section shows overall metrics about the number of contacts reached by your Automated and One-shot Campaigns.

In this area, you will find one type of report:

❋ Campaigns Reach

→ Shows the total number of recipients to whom you have sent a campaign over the selected time period.

This data is aggregated by adding up the number of contacts you have sent an email campaign to (automated or one-shot).

Campaigns Activity

This section includes specific details about your campaigns' performances.

In this area, you will one type of reports:

❋ Campaigns

→ Shows in-depth data about the global performance of your Email campaigns (Automated and One-shot).

You can review details such as:

• Delivered : The total number of recipients campaigns were delivered to during that period.
• Opened : This is an indicative representation of the number of times your users opened these email campaigns.
• Bounced : The number of campaigns that were bounced (e.g. email was rejected by the recipient's SMTP).
• Clicked : The number of times a user clicked an external link inside your campaigns. Counted once per email.
• Unsubscribed : The number of times a user unsubscribed from the email they received.

Status Page

This area is dedicated to the Status page and allows you to monitor the downtime and incidents of the nodes you are tracking.

Downtimes

This section allows you to monitor overall downtime and the specific services that displayed incidents.

In this area, you will find several types of reports:

❋ Total Downtimes

→ Shows the total duration your nodes have been detected as down (incident).

This is calculated by reporting the duration during which one or more services were down.

❋ Downtimes

→ Shows the individual downtimes for each of the monitored nodes.

Calculated by adding up the individual durations during which each service was detected as down.

Dashboard

The dashboard allows you to build your own tailored reports from scratch. You can create customized reports which will be saved for later use, this is a quick way to access the data which matters the most to you. Just like the default reports, you can apply your own preferences, configurations (aggregation type, filters, etc) but also select the type of chart you'd like to use.

Once a dashboard created or selected, you can click Add Chart on the upper-right corner to get started.

This will pop a drop down menu where you can select the type of report you wish to use for this chart:

• Summary : A simple widget to display a quick info (response time, amount of conversations...) and allows to compare the value from the previous period (green/red number)
• Chart : A detailled chart among various available options
• Articles : Details about your Knowledge Base articles (read, feedback...)
• Map : Used to display visitor locations
• Heat Map : A heat map is helpful when looking for data related to geographical location of your users
• Operators : Allows to display details about operators (response time, amount of conversations handled...)
• Rating : All you need to know about the feedback left by your users

Similarly to the default Analytics reports, the ones you create in the Dashboard can be configured to meet your exact needs. You can change the split date, aggregation type, or apply various filters to obtain the data you're looking to monitor.

Dashboard reports are saved and can be only accessed by the agent who created them. This allows you to keep your custom reports private from your team.

Understanding and Navigating the Analytics

By default, reports are configured to be presented in their most common form, giving you easy access to the metrics you're looking for. However, you can create your own custom reports in a Dashboard and tweak the existing ones by adjusting the various available settings.

Now, let’s take a look at the different tools available in the interface to help you familiarize yourself with these.

1. Preferences

You can change these settings at any time, and your modifications will carry over as you navigate through different reports.

• Time Period : Select the time period for the reports displayed (past week, month, year, or today).
• Timezone : Select your timezone to align the reports with your location.

Note: Some reports may not be available for specific time periods depending on their purpose.

2. Actions

This contextual menu provides quick actions for each of your reports.

• Add to Dashboard : Add a report to one of your dashboards. More about Dashboards in this section .
• Export Data : Download a CSV export containing details about the report.

3. Configuration

This is where you can customize each individual report and change how your data is aggregated. You can configure your Office hours, select a date split, choose an aggregation type, and apply filters to isolate or combine specific data points.

❋ Chart Type:

This is the type of chart that will be used to generate the report for your data. Note that certain metrics or aggregate types are only compatible with specific charts. The charts available are:

• Line: Often used to see the evolution of data overtime (depending on the period you selected)
• Bar: Used to compare data of a same group. They are only compatible with data for which a "Split-By" has been configured (eg. a split by operator to compare each one, a split by country, etc...)
• Treemap: An alternative to the Bar chart, with a different visual style

❋ Office Hours:

Select the days/hours from which your data should be aggregated. Data generated outside of these hours will be excluded when the report is built, allowing you to generate reports that reflect your business hours.

❋ Date Split

Your reports are generated based on the time period defined in the General Preferences and the Office Hours you selected above.

The Date Split allows you to choose how the report is split. You can choose to see the hourly, daily, weekly, etc., data over the period you selected.

Available date splits include:

• Hourly
• Daily
• Weekly
• Monthly
• Yearly
• All

Note: Some reports may not support certain date splits. In such cases, the option will not appear or will be disabled.

❋ Aggregate Type

By default, reports are aggregated using the most relevant method for that type of data. While the default option works in most cases, you can explore other aggregation types to extract specific metrics, export data for external analysis, or review more detailed statistics.

Available aggregation types:

• Average : Adds up all values and divides by the number of values, providing the mean.

‎ ‎ ‎ ‎ ‎ ‎ → Useful for understanding overall trends or typical values.

• Moving average : Averages data over a specific number of periods, updating as new data comes in to smooth fluctuations.

‎ ‎ ‎ ‎ ‎ ‎ → Useful for identifying trends over time and smoothing short-term changes.

• Median : The middle value in a dataset when values are ordered from lowest to highest.

‎ ‎ ‎ ‎ ‎ ‎ → Useful for finding the center of your data, especially in skewed distributions.

• Minimum : The smallest value in the dataset.

‎ ‎ ‎ ‎ ‎ ‎ → Useful for identifying the lower limit or extreme low values.

• Maximum : The largest value in the dataset.

‎ ‎ ‎ ‎ ‎ ‎ → Useful for identifying the upper limit or extreme high values.

• Sum : Adds up all values in the dataset.

‎ ‎ ‎ ‎ ‎ ‎ → Useful for understanding the total value or volume in your dataset.

Note: Some aggregation types may not be available for certain reports. In these cases, the option will be unavailable or disabled.

🤔 Still a bit unclear? Let’s see an example. Consider a 10-day dataset of daily conversations: 50, 60, 70, 80, 90, 200, 100, 110, 120, 130.

Here’s how the different aggregation types would process this data:

• Average : The sum of all values divided by the number of days.

‎ ‎ ‎ ‎ ‎ ‎ → (50 + 60 + 70 + 80 + 90 + 200 + 100 + 110 + 120 + 130) / 10 = 101

• Moving Average (e.g., on a 7-day split): Takes the average of the first 7 days and moves as new data comes in.

‎ ‎ ‎ ‎ ‎ ‎ → Day 1-7 : (50 + 60 + 70 + 80 + 90 + 200 + 100) / 7 = 93

‎ ‎ ‎ ‎ ‎ ‎ → Day 2-8 : (60 + 70 + 80 + 90 + 200 + 100 + 110) / 7 = 101

‎ ‎ ‎ ‎ ‎ ‎ → Day 3-9 : (70 + 80 + 90 + 200 + 100 + 110 + 120) / 7 = 110

‎ ‎ ‎ ‎ ‎ ‎ → Day 4-10 : (80 + 90 + 200 + 100 + 110 + 120 + 130) / 7 = 119

• Median : The middle value when data is ordered.

‎ ‎ ‎ ‎ ‎ ‎ → Ordered dataset: 50, 60, 70, 80, 90, 100, 110, 120, 130, 200 => Median = 95

• Minimum : Smallest value = 50
• Maximum : Largest value = 200
• Sum : Total conversations over 10 days = 1010

4. Filters

In some cases, you may want to isolate specific elements in your data to generate a report aggregated from more specific information. This is where filters come into play.

Available filter types:

• Segments : Filter conversations that include or exclude specific segments.
• Country : Filter conversations based on the user's country.
• Rating : Filter data where a rating was left, above or below a specified threshold.
• Visitor Origin : Filter conversations based on their origin channel (chat, email, Instagram, etc.).
• First Operator Origin : Filter conversations where the first operator message was sent via a specific channel (chat, Slack, etc.).
• First Operator : Filter conversations based on who was the first operator to participate.
• Last Operator Origin : Filter conversations where the last operator message was sent via a specific channel.
• Last Operator : Filter conversations based on who was the last operator to participate.
• Response Time : Filter conversations based on their response time (in seconds).
• Handle Time : Filter conversations based on their resolution time (in seconds).

Filters allow you to include or exclude data based on your needs, and you can combine multiple filters to generate a tailored report.

Note that adding multiple values within the same filter condition (e.g., multiple segments)will evaluate them as an OR condition. To apply an AND condition, you can simply add a second condition to that filter.

How are metrics calculated

There are different methods of calculation depending on the selected metric, to have the most pertinent data for all use-cases.

On top of the metric calculation methods, you can also configure filter or change the aggregation methods to customize reports and fit your needs.

Conversation

→ A conversation is counted anytime a message is exchanged.

Note that this does not include private notes, reminders or system messages — only actual messages, images and files.

Conversations also have sub-metrics, called "Types":

❋ Total

→ The amount of "total" conversations over the selected time period.

When this type is selected, conversations can be counted again if they were re-opened by the user after being resolved over the time period you selected. Note that they are only counted once per day maximum.

❋ Unique

→ The amount of "unique" conversations over the selected time period.

When this type is selected, conversations will only be counted once over the selected time period, even if it is then re-opened by the user.

❋ Response Time

→ The time difference between the first user message and the response from an agent

Here, "operator" message refers to any response sent to the user (a human agent, automation, AI, etc). Filters can also be used to to only take into account certain "Operator origins".

The Response Time can be calculated again in the same conversation if the conversation is marked as resolved by an agent. This means that if a conversation is resolved and re-opened multiple times during the same day, Crisp will take all those response time for that conversation on that day and average it.

If a conversation is resolved without any response, no response time will be calculated.

❋ Resolution Time

→ The time difference between the first user message and the moment the conversation is resolved

Here as well, "operator" message refers to any response sent to the user (a human agent, automation, AI, etc). Filters can also be used to to only take into account certain "Operator origins".

The Resolution Time can be calculated again in the same conversation if the conversation is marked as resolved by an agent. This means that if a conversation is resolved and re-opened multiple times during the same day, Crisp will take all those resolution times for that conversation for that day and average it.

❋ Handle Time

→ The time difference between the first operator message and their last

Here as well, "operator" message refers to any response sent to the user (a human agent, automation, AI, etc). Filters can also be used to to only take into account certain "Operator origins".

The Handle Time can be calculated again in the same conversation if the conversation is marked as resolved by an agent. This means that if a conversation is resolved and re-opened multiple times during the same day, Crisp will take all those handle times for that conversation for that day and average it.

If a conversation only has one single response before being resolved, the first and last message being the same, the handle time will be 0.

❋ Messages

→ The amount of messages sent by both users and operators

This includes both operator and user messages:

• Regular messages
• Files (images, voice messages, and other files)
• Automations (such as Bot, Auto-Responder, AI, REST API...)

It does not include private notes or system messages.

❋ Visitor Messages

→ The amount of messages sent by users

This includes:

• Regular messages
• Files (images, voice messages, and other files)
• Automations (such as Bot, Auto-Responder, AI, REST API...)

It does not include private notes or system messages.

❋ Operator Messages

→ The amount of messages sent by only by operators

This includes:

• Regular messages
• Files (images, voice messages, and other files)
• Automations (such as Bot, Auto-Responder, AI, REST API...)

It does not include private notes or system messages.

❋ Rating

→ The note left by users in conversations

Notes are between 1 and 5 stars. You can read more about rating/feedback requests with Crisp in that article.

Conversation Assigned

→ Assignations refer to agent routing. This data is number of conversations where were "assigned" to an agent.

Assignations can occur either manually by a team member or with an automation such as the conversation routing rules.

A conversation assignation is counted anytime a conversation is assigned/reassigned to an agent.

Conversation Segment

→ The amount of times a specific segment has been added to a conversation.

This does not filter conversations which contain a specific segment (you would create a filter on your report for that), but specifically tracks when a segment has been added to the conversation.

Segments can be counted again for a same conversation only if they are deleted first. It will not be counted again if it is already present.

Conversation Shortcut

→ The amount of times a specific shortcut has been used by an agent in a conversation

A shortcut count triggers anytime a user selects a shortcut in the list, even if they then:

• edit the message before sending it
• delete or do not send the message

If an agent uses several shortcuts in the same message, they will all be counted.

Campaign Activity

→ The number of individual email campaign messages that have been sent.

This displays data for both automated and shot campaign, to view how many emails were sent through the Campaign system.

Campaign Sent

→ Displays data about Campaign performance.

This report does not directly show data for each of the campaign individually, but how your campaigns perform as a whole.

It includes data such as:

• Delivered : The total number of recipients campaigns were delivered to during that period.
• Opened : This is an indicative representation of the number of times your users opened these email campaigns.
• Bounced : The number of campaigns that were bounced (e.g. email was rejected by the recipient's SMTP).
• Clicked : The number of times a user clicked an external link inside your campaigns. Counted once per email.
• Unsubscribed : The number of times a user unsubscribed from the email they received.

Knowledge Base Read

→ The amount of times articles have been read.

Articles reads are not counted again if the visitor opens it multiple times during the same session. Only once per visitor.

Knowledge Base Search

→ Shows data about the most frequently used keywords when your visitors are searching for articles.

It automatically exclude generic terms such as the, how, etc

People Created

→ Counts the amount of contacts that have been created in your Crisp CRM over the selected time period.

Contacts are created for instance when:

• An email address is set in the conversation (if a profile doesn't already exists for that email, one will be created and counted by that metric)
• Contacts are imported from a CSV file
• Synchronizing contacts with an integration, plugins, or API

Status Downtime

→ The duration during which your monitored nodes have been detected as "down".

You can learn more about configuring the Status Page in this article.

Visitor Trigger

→ The amount of times your triggers have been fired for your visitors for the selected period of time.

Triggers will only always fire once per user maximum. This allows you to review how your Triggers are performing, and adjust your strategy accordingly.

You can consult this article to learn more about how to configure your Triggers.

Visitor Visit

→ The number of unique visitors on your website over the selected time period.

Crisp is able to detect visitors when they browse your website on pages where the chatbox is present (even if your support is offline).

Users are identified by "sessions", meaning they will not be counted again if they close your website and re-open it again, or if they browse it in multiple tabs simultaneously. Visitor sessions are unique.

Frequently Asked Questions

Still have questions about the Analytics tools that weren’t covered in this guide? You may find the answers here!

Here is a collection of the most frequently asked questions, along with extra resources to help you better understand how the Analytics work and explore related features to improve your data usage.

If your question isn’t listed here, feel free to contact us directly via chat. We're available!

How can I track which URLs users are contacting me from?

There are a couple of ways to do this. On the Essentials plan, you can leverage the Chatbot plugin.

The Chatbot can trigger automatically when users contact you, check the URL they are currently browsing, and apply the segment you’ve configured for that URL .

Another approach would be to use our Javascript SDK to programmatically add a segment to conversations based on the page they’re currently browsing.

Once a segment has been added to a conversation, you can monitor it in the Analytics under the Segments section to track its frequency, or you can create custom filters in your inbox to review them.

Can I track specific events in Google Analytics, such as when users contact me or open the chatbox?

Absolutely. The Crisp Analytics allows you to monitor various data about your inbox, conversations, operators, and more. However, if you want to track specific events in Google Analytics, this is possible too.

We have a dedicated guide with GTM and GA4 to help you track events such as when users open your chatbox, message you, fill in their email address, and more. 🙂

Why did the Dashboard I created disappear?

Currently, Dashboards are stored locally in your browser's cache. Clearing your browser's cache or using a different browser/device will create a new cache instance, thus prevent you from loading previously created dashboards.

Updated on: 28/07/2025