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Analytics & Reporting, Product Brief.

Real-time conversation analytics, CSAT/NPS, AI vs human resolution tracking, campaign funnel reporting, and custom dashboards: across every channel, every agent, and every industry.

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What Analytics & Reporting does

Ephanti Analytics gives you a live view of what’s happening across every channel, every campaign, every agent, and every AI interaction, and a historical record to report on.

Every conversation, every resolution, and every escalation generates structured data. That data is surfaced in real-time dashboards, scheduled reports, and ad-hoc queries, without needing a data warehouse or BI tool. For teams that want to export, all data is available via API or scheduled CSV.

How it works

1. Capture

Every conversation event is captured: message sent, read, resolved, escalated, rated.

2. Aggregate

Events roll up into metrics in real time: volume, resolution rate, CSAT, AI rate.

3. Visualise

Pre-built dashboards and custom views. Filter by channel, agent, tier, date range.

4. Alert & export

Threshold alerts, scheduled email reports, API access, and CSV export.

Key capabilities

Real-time conversation dashboard, live volume, queue depth, wait time, active agents
Resolution analytics: first-contact resolution, handle time, re-open rate
AI performance report: AI resolution rate, confidence score, escalation triggers, AI vs human CSAT
CSAT and NPS: survey delivery, response rate, score trends, low-score routing
Campaign analytics: delivery, open, click, conversion, revenue attribution per campaign
Channel performance: volume, response rate, opt-out rate per channel
Agent performance: resolution rate, handle time, CSAT per agent
Custom dashboards, build from any metric combination
Scheduled reports: daily, weekly, monthly email delivery
API access and CSV export for external BI tools

Configuration options

CSAT and NPS survey timing: immediate post-resolution, 24h delay, channel-specific
Alert thresholds: queue depth, CSAT score, AI resolution rate
Dashboard permissions, which teams see which reports
Report scheduling: frequency, recipients, format (PDF, CSV)
Retention period: default 13 months, configurable on Enterprise
Data export format: JSON, CSV, webhook

Tier availability

Capability	Starter	Pro	Enterprise
Standard dashboards	✓	✓	✓
CSAT & NPS	✓	✓	✓
AI performance report	✓	✓	✓
Campaign analytics	✓	✓	✓
Custom dashboards	,	✓	✓
Scheduled reports	,	✓	✓
API & data export	,	,	✓
Custom retention period	,	,	✓

FAQs

What metrics does Ephanti track out of the box? ⌄

Conversation volume, resolution rate, first-response time, handle time, CSAT, NPS, AI resolution rate, escalation rate, channel performance, campaign delivery and conversion, and revenue attribution.

Can I build custom dashboards? ⌄

Yes on Pro and Enterprise tiers. Custom dashboards support any combination of available metrics, time ranges, and segment filters. Dashboards can be shared or private.

How is AI performance measured? ⌄

The AI performance report shows AI resolution rate, confidence score distribution, escalation triggers, and a side-by-side comparison of AI vs human handle time and CSAT scores.

See Analytics running on your conversation data.

Book a demo and we’ll show reporting configured for your team and your metrics.

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