Analytics & reporting
HaloDesk provides built-in analytics so you can understand how AI and human support are performing across your organization.
Analytics are available at the organization level, not just per agent.
Chat analytics overview
In the Analytics section, you can see:
Total AI chats
Counts real conversations that happened on your website
(Playground conversations are excluded)AI-resolved conversations
Chats handled fully by the AI without escalationEscalated conversations
Chats that required human support
These metrics help you measure how much work the AI is removing from your support team.
Human support analytics
HaloDesk also tracks human support activity, including:
Number of assigned tickets
Number of messages or emails sent
Average response time
You can view these metrics:
For the entire team
Per individual team member
This helps identify workload distribution and response performance.
Why analytics matter
Analytics allow you to:
Measure AI effectiveness
Identify gaps in your knowledge base
Improve documentation
Optimize escalation rules
Balance team workload
If many conversations are escalating, it usually means the agent needs better training.
Using analytics to improve results
Use analytics to:
Add missing documentation
Refine system prompts
Improve welcome messages
Adjust suggested replies
Decide when to add more agents