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Track performance across teams, channels and chats

Real-time dashboards for queues, agents, channels, and SLAs. Spot issues before customers feel them.

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Trusted by 850+ brands across 42 countries

Miinto
mejuri
rapha
dott
Mytheresa
monica-vinader
gls
allsaints
monese
outnorth
mindful-chef
charles-tyrwhitt
clubl
freddie's flowers
PastaEvangelists
loaf
oliver bonas
mammut
qpark
fabfitfun
adanola
organicbasics
mammaly

The full picture, in real time

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Essential Analytics

Real-time dashboards for the metrics that matter
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Queue Monitoring

See what's waiting and where
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Agent Performance

Track handle time, resolution and availability
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Channel Reporting

Compare performance across chat, email, phone, and social
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SLA Tracking

Monitor response and resolution times
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Custom Reports

Build reports that match how you measure success
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Real-time visibility into every queue and agent

Dashboards update as conversations happen. You see queue health, agent availability, and SLA status at a glance–so you can act before backlogs build or SLAs breach.

  • Live queue health and workload
  • Agent availability and capacity
  • SLA status across channels
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Compare performance across every channel

Chat, email, phone, social–see how each channel performs side by side. Identify where you're strong, where you're struggling, and where to focus.

  • Response times by channel
  • Resolution rates compared
  • Volume trends over time
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Reports that match how you measure success

Build custom reports for leadership, ops, or your own tracking. Export, schedule, share–data in the format you need.

  • Drag-and-drop report builder
  • Scheduled delivery to stakeholders
  • Export for external sharing
Dixa’s automation and incredible AI agent assistant have greatly enhanced our efficiency and productivity."
Erica Piccolomini
Chief Customer Officer at Stayforlong
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Since partnering with Dixa, we've nearly doubled the workload achieved each day–resulting in extremely positive customer satisfaction and very happy teams."
Natasha Sims
Operations Director at Oliver Bonas
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To enhance our CX, we knew that the business needed a unified platform to reduce silos across channels and teams. Dixa's one-screen wonder has been a game changer that keeps our workflows seamless."
Rhys Howells
Head of Customer Service at Rapha
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-33%
contact per booking
-50%
email backlog
90%
CSAT
2x
productivity/hour
+14%
improvement in CSAT scores
+17%
increase in customer retention

Frequently Asked Questions

What customer service metrics should I track?

Core metrics include: first response time (FRT), average handle time (AHT), first contact resolution (FCR), customer satisfaction (CSAT), and conversations per agent. Advanced metrics include: sentiment trends, topic frequency, QA scores, and channel performance. Dixa Discover tracks all of these in real-time dashboards.

How do I measure customer service team performance?

Use Dixa Discover dashboards to track team and individual metrics — response times, resolution rates, CSAT scores, QA performance, and workload distribution. Drill down from team averages to individual conversations to understand what's driving the numbers.

What is real-time analytics in customer service?

Real-time analytics shows what's happening right now — current queue depth, active conversations, agent availability, wait times. This lets managers react immediately to spikes, reassign resources, and prevent SLA breaches before they happen.

How do I identify trends in customer issues?

Dixa Discover uses AI to surface recurring themes, trending topics, and sentiment shifts across all conversations. Instead of manually reading tickets, you see patterns automatically — a spike in shipping complaints, emerging product issues, seasonal trends.

Can I create custom reports?

Yes. Dixa Discover includes customizable dashboards and reports. Filter by date range, team, channel, tag, or customer segment. Export data for deeper analysis or stakeholder reporting.

How do I prove ROI of my support team?

Connect service metrics to business outcomes. Track how improved response times correlate with retention, how proactive outreach affects churn, and how service quality impacts NPS. Dixa Discover helps you tell the story of customer service as a value driver, not just a cost center.

What's the difference between reporting and intelligence?

Reporting shows you what happened — metrics, trends, historical data. Intelligence tells you what it means and what to do — AI-surfaced insights, anomaly detection, recommended actions. Dixa Discover includes both.

See what Dixa can do for you

Book a call with our team and discover how brands like yours handle more with less.

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