Before implementing Jinmi AI, many businesses make decisions based on intuition — they have no visibility into which channels work, which agents perform best, or what conversion rates look like. The Analytics dashboard changes that by putting all of this information in one place.
Key features
Analytics & reporting dashboard
The main dashboard provides a summary of all key metrics across your connected channels and agents. You can filter by date range, channel, and agent to drill down into specific periods or teams. Metrics visible on the dashboard include:- Total conversations opened and closed
- Average first response time
- Average resolution time
- Customer satisfaction scores (where collected)
- Conversation volume by channel
- Open vs. closed conversation ratios
Conversation volume metrics
Track how many conversations you receive each day, week, or month. See whether volume is growing, identify peak periods (days of the week or times of day), and plan staffing or automation capacity accordingly.Response time metrics
Measure how long customers wait for a first reply and how long it takes to resolve a conversation. These two metrics — first response time and resolution time — have a direct impact on customer satisfaction and conversion rates.Agent performance tracking
See how each team member is performing. Metrics available per agent include:- Number of conversations handled
- Average first response time
- Average resolution time
- Number of conversations resolved
- Conversations currently open
Channel comparison
Compare performance across your connected channels side by side. See which channel generates the most conversations, which has the fastest response times, and which produces the highest resolution rate. Use this to decide where to invest more resources or automation.Speed & productivity metrics
The Speed & Productivity report focuses specifically on efficiency: how many conversations each agent handles per day, how quickly they move from open to resolved, and where time is being spent. This helps you identify whether bottlenecks are in the response phase, the resolution phase, or during handoffs between agents.Extended multi-channel connectivity analytics
For businesses with multiple inboxes, the extended analytics view shows performance broken down by each individual inbox. This is useful if you run separate channels for different brands, regions, or product lines and need to evaluate them independently.How to read your reports and act on them
Set your date range
Open the Analytics dashboard and select the time period you want to review. Start with the last 30 days for a meaningful baseline, then compare against the previous period to spot trends.
Check response time
Look at your average first response time across all channels. If it’s above 10 minutes, consider enabling the AI chatbot on your busiest inboxes to bring immediate responses to more customers.
Compare channels
Use the channel comparison view to see which channels have the highest volume and lowest response times. Channels with high volume and slow response times are the best candidates for AI chatbot automation or additional agent coverage.
Review agent performance
Look at the per-agent breakdown. If one agent is handling significantly more conversations than others, or has notably slower response times, use this data to rebalance assignments or investigate what’s causing the difference.
Identify recurring topics
Review conversation tags to see which topics generate the most messages. Topics that appear frequently and have slow resolution times are good candidates for Help Center articles or chatbot training files — reducing the volume of manual work required.
Key metrics reference
| Metric | What it measures | Why it matters |
|---|---|---|
| First response time | Time from conversation start to first agent or chatbot reply | Directly impacts customer satisfaction and conversion |
| Resolution time | Time from conversation start to close | Indicates overall support efficiency |
| Conversation volume | Total conversations per period | Helps with capacity planning and workload management |
| Conversations per agent | Average conversations handled per agent per day | Measures agent productivity and workload distribution |
| Channel distribution | Percentage of conversations per channel | Guides channel investment and automation priorities |
| Open/closed ratio | Proportion of conversations still open vs. resolved | Indicates whether your team is keeping up with inbound volume |
Data in the Analytics dashboard updates in near real-time. Reports for completed periods are available for export so you can share them with your team or include them in business reviews.