Every conversation
shows its value.
See how fast your team answers, how often problems get solved and how happy visitors are — then see something most support tools can’t show you: how visitors who chatted converted compared with those who didn’t.
- On every plan
- In your site’s time zone
- Agents see only what you allow
Sample figures. Conversion comparison uses your own goal events.
Know what support is worth — not just how busy it is
Volume charts tell you the team is busy. These reports also tell you whether visitors got help, how much the AI carried, when to staff up and whether chats lead to orders.
Speed and quality
First response time (average and median), resolution rate and satisfaction scores, with trends over the period you pick.
The AI’s share
How many conversations Cubby took, how many it resolved without a person and how often the knowledge base had the answer.
Business impact
Compare the conversion rate of visitors who chatted with those who didn’t, using your own goal events.
The whole week on one screen
Seven headline numbers and a trend line for the period you choose — always in your site’s time zone.
- Conversations, with how many Cubby took and resolved alone
- Resolution rate and resolved count
- Average and median first response time
- Average satisfaction score and number of ratings
- Messages from visitors and from agents
- Offline messages left after hours
Staff for the hours people actually ask
A day-by-hour grid of when conversations start. Darker means busier. Use it to set business hours, plan shifts and decide when Cubby should cover alone.
- Weekday × hour, in your site’s time zone
- Spot the lunchtime peak and the evening wave
- Pair with business hours: Cubby answers when nobody is online
Darker cells mean more conversations started in that hour.
Sample dataThe pages that make people ask
The ten pages where visitors most often start a conversation, and where your visitors are. A product page that keeps generating questions usually needs a clearer answer on the page itself.
- Top 10 pages by conversations started
- Visitor countries for the same period
- Fix the page, then watch the questions drop
A fair view of every agent’s day
Assigned, resolved, replies, first response time, satisfaction and transfers in and out — per agent, with Cubby in the same table.
- One row per agent, plus Cubby
- Transfers out and in, so hand-offs are visible
- The latest ratings visitors left
- Agents can see their own numbers without seeing everyone’s
| Agent | Assigned | Resolved | Replies | First resp. | CSAT | Transfers |
|---|---|---|---|---|---|---|
| Cubby | 612 | 448 | 1,904 | 2 s | 4.7 | ↗164 ↘0 |
| Ann | 268 | 251 | 1,322 | 41 s | 4.9 | ↗6 ↘92 |
| Leo | 161 | 148 | 904 | 55 s | 4.8 | ↗9 ↘72 |
Sample data.
Do conversations lead to orders?
Because chat and visit data live together, AskCub can compare visitors who chatted with those who didn’t on the goals you already track — and show the path from question to order.
- Conversion rate: chatted vs didn’t chat, on your own goal events
- The pages where buying questions start
- A question → order funnel for visitors who chatted
Uses goal events from your site’s analytics. Without goals, this view stays empty.
Sample figures.
Reports, with the right people
Owners and admins see everything. For agent-only roles you decide: no reports, only their own numbers, or the whole team’s.
- Agent-only roles never see your website analytics
- Per-agent switch for report access
- Changes apply immediately
The agent works in the inbox and sees no reports at all.
The agent sees their own conversations, response time and ratings.
The agent sees the full support report for the site.
What each number means
Plain definitions, so everyone reads the report the same way.
| Metric | How it is counted |
|---|---|
| Conversations | Conversations started in the period, including those Cubby handled. |
| AI handled / AI resolved | Conversations Cubby answered; of those, the ones closed without a person. |
| Resolution rate | Resolved conversations divided by conversations in the period. |
| First response time | Time from the visitor’s first message to the first reply. Average and median. |
| Satisfaction | Average of the ratings visitors left at the end of a conversation. |
| KB hit rate | Share of questions the knowledge base could answer. |
| Offline messages | Messages left through the offline form outside business hours. |