Build a custom Analytics Dashboard to group the Crisp metrics your team needs into one focused reporting view.

Dashboards sit on top of Crisp Analytics. They do not create new metrics; they organize existing reports into a layout that is easier to review for a specific team, workflow, or objective.

In this guide, you will learn how to:

• Find Dashboards → open the Dashboard section in Analytics
• Create a new Dashboard → start from a blank layout or imported file
• Add your first chart → choose chart types and metrics
• Configure chart settings → use preferences, filters, splits, and aggregations
• Manage and reuse Dashboards → rename, remove, export, and import
• Understand limitations → privacy and local browser behavior
• Build example Dashboards → practical ideas for support reporting

Where to find Dashboards

Open Crisp, then go to Analytics → Dashboards from the Analytics screen. You will see the Default Dashboard and any custom Dashboards you have already created or imported.

Dashboards are saved layouts of charts. Each chart is powered by the same reports and metrics available in Analytics.

Useful resource: How do Crisp Analytics work?.

Create a new Dashboard

1. Open Crisp, then go to Analytics → Dashboards.
2. Click Create new dashboard.
3. Enter a Dashboard name, such as Conversation Overview, Team Performance, or AI Performance.
4. Optionally choose Import from a file if you already have a Dashboard export.
5. Click Create New Dashboard.

You now have an empty Dashboard ready to fill with charts.

Useful resource: import or export a Dashboard.

Add your first chart

1. Open your Dashboard and click Add chart.
2. Select the chart type you need.
3. Pick the metric category, such as Messaging, Contacts, Knowledge Base, Status Page, or Visitors.
4. Adjust the options if needed.
5. Click Create.

Common chart types include:

• Summary → single KPI with comparison
• Chart → line, bar, treemap, or heatmap depending on the metric
• Map → geographical data
• Articles → Knowledge Base article performance
• Operators → operator-level performance data
• Rating → customer feedback details

Configure chart settings

Each chart can be adjusted with global preferences, chart configuration, and filters. This is what turns a generic report into a useful Dashboard view.

Global preferences

These settings apply to the Dashboard view as a whole. Use Time period to choose the date range, and Timezone to align reports with your local time.

Chart configuration

Use the chart configuration menu to fine-tune how each chart is calculated and displayed.

Common configuration options include:

• Office Hours → include or exclude data outside business hours
• Date Split → group data hourly, daily, weekly, monthly, yearly, or across all selected time
• Aggregation Type → average, moving average, median, sum, minimum, or maximum
• Chart Type → switch between compatible visual formats, such as line, bar, treemap, or heatmap

This lets you reuse the same metric with different perspectives. For example, you can compare average response time by day, by operator, by channel, or only during office hours.

Filters

Filters help you focus a chart on a specific subset of conversations. You can combine filters to answer precise questions, such as Which VIP conversations took more than one hour to receive a first reply?

Common filters include:

• Segments → conversations tagged with a specific segment
• Country → visitor location
• Rating → conversations above or below a rating value
• Conversation Channel → chat, email, WhatsApp, Instagram, Messenger, and other channels
• Operator / Last Operator → who handled or last handled the conversation
• First Response Origin / Last Response Origin → human agent, bot, AI, auto-responder, or another origin
• Conversation Type → new or existing conversations
• First Response Time → how long it took to send the first reply
• Resolution Time → how long it took to resolve the conversation
• Handle Time → active time spent handling the conversation

Useful resource: What is a segment and how can it help your team?.

Arrange and manage Dashboard charts

Once you have added a few charts, use each chart menu to keep the Dashboard clean. Rename charts so their purpose is obvious, remove charts your team does not use, and keep the layout focused on the questions the Dashboard should answer.

All changes are saved automatically for your Dashboard.

Limitations and things to know

Dashboards are private per agent

Dashboards are private to the agent who created them. Other teammates will not see your custom Dashboard unless they import an exported .json file.

Some preferences are stored locally

Some display preferences, such as layout and chart positions, may be stored in your browser. Clearing browser storage or switching browser/device can reset local settings.

Dashboards reuse existing Analytics data

Custom Dashboards do not create new data sources or new metrics. They organize existing Analytics reports with your preferred charts, filters, and visualizations.

Example Dashboards you can build

The examples below are practical starting points for support reporting. Keep them simple at first, then adjust them as your team learns which metrics are most useful.

Support Activity Overview Dashboard

Use this Dashboard to monitor workload and activity patterns.

Recommended charts:

• Summary → Total Conversations, Visitors, Overall Rating
• Line chart → Conversations Over Time
• Heat map → Conversations Per Period
• Bar chart → Most Used Conversation Channels
• Treemap → Conversations Per First Response Origin

This is useful for managers who need to detect peaks, understand where conversations come from, and review whether automation contributes to the first response.

Team Performance Dashboard

Use this Dashboard to understand how agents handle conversations and where the workflow needs improvement.

Recommended charts:

• Summary → Human Conversations, First Response Time, Resolution Time, Operator Rating
• Operators table → conversations, response time, resolution time, rating
• Treemap → Conversations Per Operator
• Line chart → SLA breaches, if applicable

This is useful for coaching, balancing workloads, and identifying bottlenecks in response quality.

AI Performance Dashboard

Use this Dashboard to evaluate how Hugo and automations contribute to support efficiency.

Recommended charts:

• Summary → Automated Conversations, Fully Automated Conversations, Automation Rating, Saved Time
• Line chart → Automated Conversations over Time
• Comparison chart → Human Resolution Time vs AI Resolution Time
• Rating report → Overall Rating and Automation Rating

This is useful for monitoring AI coverage, identifying escalation patterns, and prioritizing knowledge or instruction improvements.

Knowledge Base Efficiency Dashboard

Use this Dashboard to understand whether documentation helps customers solve issues before contacting support.

Recommended charts:

• Summary → Knowledge Base Visits and Website Visits
• Line chart → Knowledge Base Visits Over Time
• Bar chart → Visits by Locale
• Articles table → visits, reactions, usefulness
• Treemap → Top Search Queries

This is useful for support managers, product teams, and writers who want to prioritize article improvements.

Hybrid Dashboard ideas

You can also combine views for deeper reporting:

• Support Efficiency Dashboard → Team Performance plus AI Performance
• Channel Strategy Dashboard → channels, automation, and Knowledge Base searches
• Global Health Dashboard → one summary view for founders or leadership

Where to go next

Start with a simple Dashboard, add 3–5 key charts, and iterate as your needs evolve. A focused Dashboard that your team reviews every week is more useful than a large one nobody reads.

Useful companion articles:

• Set up Crisp Analytics for Customer Support: 4 dashboard templates → import ready-made Dashboard ideas
• How to import / export a Dashboard in Analytics? → share or reuse Dashboard layouts
• How do Crisp Analytics work? → understand the default reports and metric calculations

Updated on: 03/05/2026