Dashboard and analytics

Dashboard (free)

The dashboard is the first screen you see when opening Replify. It shows four metric cards:

• Open tickets — total tickets currently open
• Resolved today — tickets closed or solved in the current day
• Agents online — how many agents have an active status right now
• CSAT score — average customer satisfaction from feedback ratings

Below the cards sits a table of the 10 most recent open tickets. You can change status, priority, and agent assignment inline without leaving the dashboard. A "View All Tickets" link takes you to the full ticket list.

Analytics (Pro)

Pro adds a dedicated Analytics view with deeper metrics:

• Total users, conversations, articles, and messages
• Agent performance: average response time, conversations handled, completion rate
• Average conversation duration
• Daily conversations trend
• Messages today (customer vs agent breakdown)
• Article views and average article rating
• Active agents count

Analytics is Pro-only because it queries aggregated data that requires indexing at scale. The free dashboard cards use simple counts that work without extra infrastructure.