Articles on: Crisp Knowledge Base

How to build a custom dashboard in Crisp Analytics?

Dashboards let you build your own views on top of Crisp Analytics. Instead of scrolling through every default report, you can group the charts that matter most for your team in one place.


In this guide, you’ll learn how to:




Where to find Dashboards


  1. From the left sidebar, go to Analytics.
  2. At the top-left of the Analytics screen, open the Dashboards section.
  3. You’ll see: a Default Dashboard, and any custom dashboards you’ve already created.


Dashboards are just saved layouts of charts. Each chart is powered by the same reports and metrics you already use in Analytics.


How do Crisp Analytics work?



Create a new dashboard


  1. Go to Analytics → Dashboards.
  2. Click Create new dashboard.
  3. In the modal:
  • Enter a Dashboard name (for example:Conversation Overview,Team Performance, AI Performance, ).
  • (Optional) Import from a file if you already have a dashboard export you want to reuse.
  1. Click Create New Dashboard.




You now have an empty dashboard, ready to fill with charts.


How to import / export a dashboard in Analytics?



Add your first chart


  1. Open your dashboard and click Add chart.
  2. Select the chart type you need:
  • Summary (single KPI with comparison)
  • Chart (line, bar, treemap, heat map)
  • Map (geographic data)
  • Articles / Operators / Rating (specialized tables)
  1. Pick a metric (e.g., Messaging, Contacts, Knowledge Base, Status Page, Visitors).
  2. Adjust the options if needed, then click Create.




Your chart is added to the dashboard and can be customized like any Analytics report.



Configure chart settings


Each chart has three main areas you can adjust:


Global preferences (top bar)


These settings apply to the whole dashboard:


  • Time period: last week, last month, last year, or a custom date range.
  • Timezone: align reports with your local time.


All charts inside the dashboard will refresh based on these global preferences.


Chart configuration


On each chart, use the ⚙️ Configuration icon to fine-tune:


  • Office Hours

Decide whether to include data outside your business hours. Useful for response time or SLA charts.


  • Date Split

Choose how data is grouped:

  • Hourly
  • Daily
  • Weekly
  • Monthly
  • Yearly


  • Aggregation Type

Define how values are calculated:

  • Average
  • Moving average
  • Median
  • Sum
  • Minimum / Maximum


  • Chart Type

Switch between line, bar, treemap or heatmap (depending on the metric).


This lets you reuse the same metric with different perspectives (for example: average response time per day vs per operator).


Filters


Filters help you focus a chart on a specific subset of conversations. You can combine several filters at once to answer precise questions (eg. “Which VIP conversations had a slow first reply?”).


You can filter by:

  • Segments: conversations tagged with a specific segment (eg. lead, vip, faq_issue).
  • Country: location of the visitor.
  • Rating: only include conversations above/below a given score.
  • Conversation Channel: chat, email, WhatsApp, Instagram, Messenger, etc.
  • Operator / Last Operator: who handled or last handled the conversation.
  • First Response Origin / Last Response Origin: whether the reply came from an agent, bot, AI, auto-responder, etc.
  • Conversation Type: new vs. existing (reopened) conversations.
  • First Response Time: filter by how long it took to send the first reply.
  • Resolution Time: filter by how long it took to resolve the conversation.
  • Handle Time: filter by the active time an operator spent on the conversation.


Examples


  • Show conversations where First Response Time > 1 hour.
  • Focus on conversations from the chat channel only.
  • Review ratings for conversations handled by a specific operator.


What is a segment and how can it help your team?



Arrange and manage dashboard charts


Once you’ve added a few charts, you can:


  • Rename a chart using its configuration menu.
  • Remove a chart using the more options menu (⋮).


All changes are saved automatically for your dashboard.



Limitations and things to know


Per-agent dashboards


Dashboards are private to the agent who created them. Other teammates won’t see them unless they import an exported file.


Local browser preferences


Some display preferences (layout, chart positions, etc.) are stored in your browser. Clearing the browser cache or switching to another browser/device may reset these local settings.


Same data, different views


Custom dashboards don’t create new metrics. They are shortcuts to the same Analytics reports, with your preferred filters and visualizations.



Example dashboards you can build


Below are a few practical dashboard setups inspired by the four templates shared in this article.


Each example highlights a different layer of your support operations: activity, team performance, AI impact, and self-service efficiency.


Support Activity Overview Dashboard


A clear, global view of your support workload.


Recommended metrics & charts:

  • Summary: Total Conversations, Visitors, Overall Rating
  • Line chart: Conversations Over Time
  • Heat map: Conversations Per Period (daily + hourly activity patterns)
  • Bar chart: Most Used Conversation Channels
  • Tree map: Conversations Per First Response Origin


When to use it:

Perfect for managers who need to monitor volume trends, detect peaks, and understand where conversations come from.


Team Performance Dashboard


Track how your agents handle conversations and where to improve.


Recommended metrics & charts:

  • Summary: Human Conversations, First Response Time, Global Resolution Time, Operator Rating
  • Table: Operators (conversations, response time, resolution time, rating)
  • Tree map: Conversations Per Operator
  • Line chart: SLA Breaches (if applicable)


When to use it:

Ideal for team leads looking to coach agents, balance workloads, or identify bottlenecks in response quality.


AI Performance Dashboard


Evaluate how automations and AI contribute to your support workload.


Recommended metrics & charts:

  • Summary: Automated Conversations, Automation First-Hand, Deflected Conversations, Automation Rating
  • Line chart: AI vs Human Resolution Time
  • Bar or pie chart: Fallback Messages by Category
  • Line chart: Total AI Messages Over Time


When to use it:

Useful for teams using the Crisp AI Chatbot or Overlay who want to monitor adoption, accuracy, and areas of misunderstanding.


Knowledge Base Efficiency Dashboard


Measure how your documentation reduces support demand.


Recommended metrics & charts:

  • Summary: Knowledge Base Visits, Website Visits
  • Line chart: Knowledge Base Visits Over Time
  • Bar chart: Visits by Language / Locale
  • Table: Top Articles (visits, reactions, usefulness)
  • Treemap: Top Search Queries


When to use it:

Essential for product teams, writers, or support managers who want to prioritize documentation improvements and reduce repetitive questions.


Tip: Combine dashboards for even deeper insights


You can merge components from the four examples to build hybrid dashboards, such as:

  • “Support Efficiency Dashboard” → mix of Team Performance + AI Performance
  • “Channel Strategy Dashboard” → channels + automation + KB queries
  • “Global Health Dashboard” → one summary view for founders or executives



With these steps, you can turn Analytics into a focused control panel for your team instead of a long list of reports. Start with a simple dashboard, add 3–5 key charts, and iterate as your needs evolve.


Want to go further?


Check out these helpful resources:


How to set up your Crisp Analytics: 4 dashboards you can import

How to measure AI Chatbot ROI with Crisp?


Updated on: 03/12/2025

Was this article helpful?

Share your feedback

Cancel

Thank you!