Analytics reads your database directly, so every number is about your desk and no one else's.
Picking dates:
The header says which dates you are looking at, with the same date picker as every other screen: Today, Yesterday, 7 days, 30 days, 90 days, This year, Lifetime, or Custom with your own two dates. Analytics remembers the dates you last picked. Refresh works the figures out again straight away; otherwise they are kept for a few minutes so the screen opens fast.
The six numbers:
- New tickets, with how many more or fewer than the same length of time just before.
- Solved, with the typical time from a ticket arriving to it being solved.
- Answered by the AI, the share of new tickets the AI answered with nobody touching them.
- Typical first reply, the middle value rather than the average, so one ticket answered after a holiday does not make a fast desk look slow.
- Past your response target, tickets that waited longer than the targets under Settings, Automation, amber when above zero.
- AI this month, what the AI has cost since the first of the month, with how many AI calls and your monthly limit.
Right now, every ticket on the desk:
Whatever the dates, this row shows the desk as it stands today: total tickets, needs you, waiting on the customer, solved or closed, brought over from another helpdesk, and spam.
Where the load is:
- What people write about, counted from the triage category, which tells you what your customers actually keep asking. A big bar is a question worth one help article: answer it once in your Knowledge Base and the AI answers it from then on.
- Which products, counted from the tagged product. This one is only as good as the product list you saved in Settings, Products.
- Where tickets come from: your contact form, the chat on your contact page, email, the homepage chat or the customer page.
- Busiest days of the week.
Tickets brought over from another helpdesk keep their old dates and are not counted as new. AI spend is worked out per model at Anthropic's own prices from the tokens actually used, as described on the AI settings page; your exact bill is on your Anthropic console. For what the AI did for you, the time it saved and who wrote your replies, see the What your AI did panel on the Dashboard.