Performance at a Glance
Track live chat volume, responsiveness, and engagement metrics to spot trends early and adjust staffing faster.
Reporting & Analytics Platform
Give every team clear visibility into customer conversations. From daily chat trends and abandonment analysis to workflow path intelligence and operator performance, IMSupporting helps organisations turn support data into measurable outcomes.
Need better operational insight this quarter? Launch reporting fast, then scale into advanced workflow and visitor analytics.
Built for Operational Clarity
One reporting suite for service leaders, operations managers, compliance teams, and frontline supervisors.
Team Accountability
Understand operator workloads, response speed, and quality signals so coaching and planning are data-driven.
Journey Intelligence
Analyse visitor journeys, workflow paths, and drop-off points to improve conversion and reduce service friction.
Audit-Ready Evidence
Keep structured logs and traceability for operational reviews, quality assurance, and governance checks.
Reporting Platform Screenshots
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What the Reporting Platform Includes
Comprehensive coverage across operations, quality, workflow optimisation, and visitor intelligence.
Daily Chat Analytics
Tracks answered-chat volume, response metrics, message ratios, department/day trends, and interactive weekly/daily heatmaps with date-range and department filtering.
Abandonment Analysis
Breaks down abandonment trends, reasons, and individual abandoned sessions with line and pie charts, heatmaps, and transcript drill-down for investigation.
Realtime Monitoring
Live operational board for waiting chats, active chats, online operators, last 5/15 minute activity, and rolling trend windows with JSON endpoint support.
Operator Performance
Compares operators by chats, response speed, durations, messages, ratings, and supports single-operator drill-down plus multi-operator compare mode.
Feedback Analytics
Analyses satisfaction signals with trend/rating/department views, detailed feedback records, and operator-level context with secure moderation actions.
Audit Logs
Searches event history by date, risk, type, and free text so teams can trace operational actions and maintain governance visibility.
Chat Details
Provides granular session filtering (status, operator, category, wait/duration thresholds) with transcript modal drill-down for quality and coaching workflows.
Flow Widget Analytics
Delivers funnel, step performance, transition heatmaps, run timelines, path intelligence, and CSV export packs for advanced workflow optimisation.
Visitor Analytics
Surfaces unique visits/sessions/events, engagement metrics, event/device/page/referrer/hourly/source-channel charts, and geo/client breakdown tables.
Chat Categories
Measures classification coverage and top topic trends so teams can see issue distribution and improve routing and knowledge planning.
Pre-Chat Survey Stats
Breaks down custom pre-chat fields with response distributions and time patterns to improve qualification, triage quality, and handoff outcomes.
Operational Capabilities Teams Use Every Day
Designed for practical decision-making, not vanity dashboards.
Flexible Date & Segment Filtering
Most reports support date windows and segment filters (department, rating, operator, status, categories, and visitor dimensions).
Transcript-Level Drill-Down
Key reports link directly into transcript views so managers can validate trends with real conversations.
CSV-Ready Workflow Exports
Flow Widget analytics includes CSV export packs for offline analysis and reporting workflows.
Run & Path Investigation
Workflow reporting supports run-level and path-level analysis to locate friction, drop-offs, and completion blockers.
Turn reporting into your weekly operational advantage
Start free, benchmark your baseline, and scale with workflow and visitor intelligence.
Reporting Platform FAQ
Quick answers for teams evaluating operational analytics coverage.
Can we monitor both live operations and long-term trends?
Yes. The reporting suite includes realtime monitoring for operational visibility and historical reports for trend and performance analysis.
Does the reporting platform include workflow-specific analytics?
Yes. Flow Widget Analytics provides run drill-downs, timing metrics, visual step visibility, and popular path insights.
Can we use reporting outputs for quality and compliance checks?
Yes. Audit Logs and Chat Details provide structured records that support QA reviews and governance workflows.
Is this suitable for multi-team organisations?
Yes. Operator performance, categories, and visitor analytics support team-level planning for support, sales, and service operations.
See what your service data is really telling you
Launch a free IMSupporting account and access comprehensive reporting built for real operational decisions, quality assurance, and continuous improvement.