01 Analytics

Know what is working. Fix what is not.

Volume, response times, missed chats, CSAT, AI resolution and revenue in one place. Reports for the team, a live ops board for the floor, and a weekly digest for everyone else.

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Export any report to CSV · Weekly digest by email

Response times By hour, day and agent
p50 · p90
CSAT channels In the widget and by email
2
Revenue funnel From widget open to closed deal
Chat → won
Export Take any report with you
CSV
02 Reports

Every number a support lead actually asks for

Clear reports with honest percentiles, not vanity averages. Filter by range, compare with the previous period and export anything.

Conversation trend

Daily volume split by AI and human, compared with the previous period. Pick 7, 30, 90 days, a year or a custom range.

Response times

Median and 90th percentile first response by hour of day, plus a distribution so outliers cannot hide behind an average.

Missed chats

Every visitor who needed a human and did not get one, by day and by hour, with the conversations listed.

Agent performance

Conversations handled, first response and CSAT for each teammate, side by side.

Topics

What customers ask about most, grouped automatically, so you know which articles and fixes matter.

Busiest-hours heatmap

Average conversations per hour for every weekday and hour. Staff your shifts around real demand, not guesses.

CSAT, everywhere

Customers rate the chat in the widget, or from a signed link in a follow-up email. Scores roll up by agent and over time.

AI performance

How many conversations Pengo Intelligence resolved, how many it handed off, and the questions it could not answer.

Weekly digest

A weekly email with conversations, AI vs human, median first response and CSAT, each compared with the week before.

Export to CSV

Download reports and conversation lists for your BI tool, or stream events out with signed webhooks.

03 Beyond reports

Tie support to revenue. Run the day live.

Two views that turn analytics from a monthly ritual into something your team uses every hour.

Revenue attribution

From first hello to closed deal

See how chat turns into revenue. Pengo follows the funnel from widget open to conversation, lead, qualified, booked meeting and won deal, with the value of what you closed.

  • Funnel from widget opens to chats, leads, qualified, booked and won.
  • Won revenue and open pipeline value, compared with the previous period.
  • Deal values come straight from your leads board when you mark a lead won.
  • A daily series of leads and won revenue to spot what moved the number.
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Live ops board

Run the floor in real time

Reports tell you how last week went. The ops board tells you what is happening right now: what is due next, what is about to breach and who has capacity.

  • Queue size, conversations at risk and SLA breaches at a glance.
  • Due-next list ordered by the SLA clock that runs out first.
  • Team load and availability for every agent.
  • Shares one SLA engine with the inbox chips and breach alerts, so the numbers always agree.
SLA policies in the shared inbox
04 Pengo Intelligence

Measure the AI like a teammate

Know exactly what your AI agent is doing for you: what it resolved, when it handed off, what customers asked that it could not answer. Then let it review your team’s conversations for quality.

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AI credits included every month
3,000+
quality dimensions
5
resolved vs handed off
Daily

Resolved vs handed off

Daily AI resolution next to handoffs, so you can see the impact of every article you add.

Knowledge gaps

Questions the AI could not answer, ranked by frequency. Answer them in place and watch resolution climb.

Topics and sentiment

What customers ask about and how they feel, grouped automatically across every channel.

AI quality review

Pengo Intelligence reviews your team’s replies for accuracy, tone, empathy, resolution and grammar, agent by agent.

05 Works with the rest of Pengo

Numbers that connect to the work behind them

Every report links back to the conversations, agents and articles that produced it.

Shared inbox

SLA policies, routing and the ops board behind the numbers.

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Pengo Intelligence

The AI agent your AI report is measuring.

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For SaaS

Pipeline, meetings and revenue that start in chat.

Explore

Integrations

Signed webhooks and the REST API for your own BI stack.

Explore
06 Questions

Analytics FAQ

Which reports are included?
Conversation trend, response times, missed chats, agent performance, busiest-hours heatmap, topics, AI performance and CSAT, plus revenue attribution and the live ops board. Every report supports 7, 30 and 90 days, a year or a custom range.
How is CSAT collected?
Customers can rate a conversation right in the chat widget when it ends. A few minutes after a conversation is resolved, Pengo can also email a signed, expiring rating link, so you still get a score from customers who closed the tab. Ratings roll up by agent and over time.
How does revenue attribution work?
Pengo tracks the funnel from widget open to conversation, lead, qualified, booked meeting and won. When you mark a lead won on the leads board, you record the deal value, and the revenue report shows won revenue and open pipeline against the previous period.
Can I export the data?
Yes. Reports and conversation lists export to CSV. For a live feed into your own warehouse or BI tool, use signed webhooks or the REST API on Business and above.
What is in the weekly digest?
A short email every week with total conversations, how many the AI handled versus your team, median first response time and CSAT, each with the change from the week before, plus a breakdown by website.
Can I see how the AI is performing?
Yes. The AI report shows conversations resolved by Pengo Intelligence versus handed off, day by day, alongside topics and knowledge gaps. AI insights, gaps and sentiment are included on Business and above.

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