This article highlights the latest features added to Analytics in Freshchat, built to help you dig deeper into conversation data, customize reports, and drive informed decisions. Whether you're tracking agent performance, understanding user behavior, or spotting engagement gaps, these updates make it easier to visualize, filter, share, and act on your insights—all within Freshchat.
New Homepage
With the improved homepage:
You can quickly access your most recently viewed reports from the left sidebar. The Favorites section displays the reports or widgets you've starred—ideal for frequent access to just a few key dashboards. You can also add and reorder widgets to personalize your view.
The All Reports section displays all reports available to you, sortable by creator, last modified by, creation date, or modification date, in either ascending or descending order.
The My Reports section houses all the reports you’ve created.
Use the Curated Reports section to access prebuilt, default reports that give you a quick overview of conversation trends, agent metrics, and customer experience—no setup required.
Legacy reports, the earlier versions of curated reports, are also listed here but won’t be covered in this article.
Click the Help Center icon to access detailed documentation, videos, and guided tours on Freshchat Analytics.
Custom Metrics and Attributes
Create personalized metrics aligned to your messaging goals, like tracking average resolution time by agent or missed conversations by topic. You can also define custom attributes such as customer segment, issue type, or region to better filter and analyze interactions. These customizations help you view your conversation data through a business-relevant lens.
Starting Day of the Week
Set which day your reporting week begins—for example, Monday or Sunday—so that your weekly metrics align with your team’s workweek and regional reporting standards.
Custom Sorting
Custom sorting in Freshchat Analytics lets you sort underlying data based on any field you add, not just the default ones. For example, if you include a field like “Conversation Priority” or “Channel Type,” you can sort accordingly to highlight patterns that matter to your team.
Favorite Reports
Quickly access your most viewed or important reports from the Favorites section on the left sidebar. Simply star a report or widget to add it here. You can also rearrange widgets to suit your workflow and keep key insights front and center.
Interactive Filter
Interactive filters as widgets help you slice conversation data right from the dashboard, such as filtering by conversation status, agent group, or message channel. These can appear as dropdowns or toggles next to your charts, helping you drill down into specifics without switching pages or views.
Cross-Module Custom Metrics
Cross-module custom metrics let you pull in data from modules like Contacts, Accounts, and Conversations to build metrics that show relationships across your chat ecosystem. For example, calculate the average number of conversations per account or total resolution time per contact segment.
Multiple Schedules
Send different reports to different stakeholders at scheduled times. For example, automatically and consistently send a daily unresolved conversation summary to team leads and a weekly performance report to support managers.
XLS Export
You can now export Freshchat reports in .xls format, in addition to .csv. This gives you more flexibility when working with Excel formulas, formatting, and pivot tables.
Unsaved Filter
Even if you haven’t saved a filter, you can still export the current filtered view. This means on-the-fly filtering won’t interrupt your ability to generate and share refined reports.
In-App Download
Download reports directly from the Analytics interface without opening a new tab or window. Whether it’s a table or a chart, you can quickly export your data and share insights with your team in just a few clicks.
Last Updated Time
Each report shows a Data Updated timestamp so you know exactly when the report was last refreshed. This transparency helps you make decisions based on the latest conversation data.
Dynamic Timezone
Freshchat reports automatically adjust timestamps based on the viewer’s local timezone. This ensures that distributed teams interpret data correctly without needing to convert times manually.
Combo Charts – Treemap
Combo charts with treemaps allow you to view hierarchical conversation data, like volume by topic or agent group, alongside other chart types. Treemaps show nested rectangles to represent proportions, helping you identify conversation hotspots and overloaded agents more easily.
These enhancements in Freshchat Analytics are built to give you more control, context, and clarity in your reporting experience. Whether creating custom metrics, using dynamic filters, or visualizing data through new chart types, these features help you better understand your conversations and take faster, data-driven actions to improve support outcomes.