> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.chrisp.chat/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # How to build a custom dashboard in Crisp Analytics? Dashboards let you build your own views on top of [Crisp Analytics](https://crisp.chat/en/analytics/). Instead of scrolling through every default report, you can group the charts that matter most for your team in one place. In this guide, you’ll learn how to: * [create a new dashboard,](#1-create-a-new-dashboard) * [add and configure charts,](#1-add-your-first-chart) * [save and re-use your dashboards,](#1-arrange-and-manage-dashboard-charts) * [and understand current limitations.](#1-limitations-and-things-to-know) --- # Where to find Dashboards 1. From the left sidebar, go to ****Analytics****. 2. At the top-left of the Analytics screen, open the ****Dashboards**** section. 3. You’ll see: a ****Default Dashboard****, and any custom dashboards you’ve already created. Dashboards are just saved layouts of charts. Each chart is powered by the same reports and metrics you already use in Analytics. [How do Crisp Analytics work?](https://help.crisp.chat/en/article/how-do-crisp-analytics-work-fwul5i/) --- # Create a new dashboard 1. Go to ****Analytics → Dashboards****. 2. Click ****Create new dashboard****. 3. In the modal: * Enter a ****Dashboard name**** (for example:`` `Conversation Overview` ``,`` `Team Performance` ``, `` `AI Performance` ``, ). * (Optional) ****Import from a file**** if you already have a dashboard export you want to reuse. 4. Click ****Create New Dashboard****. ![](https://storage.crisp.chat/users/helpdesk/website/-/6/6/d/6/66d69d1fee7de400/6dc8485f-1c89-47ac-ad9b-11da93_j8prur.png) You now have an empty dashboard, ready to fill with charts. [How to import / export a dashboard in Analytics?](https://help.crisp.chat/en/article/how-to-import-export-a-dashboard-in-analytics-30678w/) --- # Add your first chart 1. Open your dashboard and click ****Add chart****. 2. Select the chart type you need: * ****Summary**** (single KPI with comparison) * ****Chart**** (line, bar, treemap, heat map) * ****Map**** (geographic data) * ****Articles / Operators / Rating**** (specialized tables) 3. Pick a ****metric**** (e.g., Messaging, Contacts, Knowledge Base, Status Page, Visitors). 4. Adjust the options if needed, then click ****Create****. ![](https://storage.crisp.chat/users/helpdesk/website/-/a/0/1/e/a01ea62f768f7000/2125b5b2-7cfe-40b5-a0f3-7c5c5f_1kgek2k.png) Your chart is added to the dashboard and can be customized like any Analytics report. --- # Configure chart settings Each chart has three main areas you can adjust: ## Global preferences (top bar) These settings apply to the whole dashboard: * ****Time period:**** last week, last month, last year, or a custom date range. * ****Timezone:**** align reports with your local time. All charts inside the dashboard will refresh based on these global preferences. ## Chart configuration On each chart, use the ****⚙️ Configuration**** icon to fine-tune: * ****Office Hours**** Decide whether to include data outside your business hours. Useful for response time or SLA charts. * ****Date Split**** Choose how data is grouped: * Hourly * Daily * Weekly * Monthly * Yearly * ****Aggregation Type**** Define how values are calculated: * Average * Moving average * Median * Sum * Minimum / Maximum * ****Chart Type**** Switch between line, bar, treemap or heatmap (depending on the metric). This lets you reuse the same metric with different perspectives (for example: average response time per day vs per operator). ## Filters Filters help you focus a chart on a specific subset of conversations. You can combine several filters at once to answer precise questions (eg. __“Which VIP conversations had a slow first reply?”__). You can filter by: * ****Segments:**** conversations tagged with a specific segment (eg. `` `lead` ``, `` `vip` ``, `` `faq_issue` ``). * ****Country:**** location of the visitor. * ****Rating:**** only include conversations above/below a given score. * ****Conversation Channel:**** chat, email, WhatsApp, Instagram, Messenger, etc. * ****Operator / Last Operator:**** who handled or last handled the conversation. * ****First Response Origin / Last Response Origin:**** whether the reply came from an agent, bot, AI, auto-responder, etc. * ****Conversation Type:**** new vs. existing (reopened) conversations. * ****First Response Time:**** filter by how long it took to send the first reply. * ****Resolution Time:**** filter by how long it took to resolve the conversation. * ****Handle Time:**** filter by the active time an operator spent on the conversation. ****Examples**** * Show conversations where ****First Response Time > 1 hour****. * Focus on conversations from the ****chat**** channel only. * Review ratings for conversations ****handled by a specific operator****. [What is a segment and how can it help your team?](https://help.crisp.chat/en/article/what-is-a-segment-and-how-can-it-help-your-team-88hhzw/) --- # Arrange and manage dashboard charts Once you’ve added a few charts, you can: * ****Rename**** a chart using its configuration menu. * ****Remove**** a chart using the more options menu (⋮). All changes are saved automatically for your dashboard. --- # Limitations and things to know ###### Per-agent dashboards Dashboards are private to the agent who created them. Other teammates won’t see them unless they import an exported file. ###### Local browser preferences Some display preferences (layout, chart positions, etc.) are stored in your browser. Clearing the browser cache or switching to another browser/device may reset these local settings. ###### Same data, different views Custom dashboards don’t create new metrics. They are shortcuts to the same Analytics reports, with your preferred filters and visualizations. --- # Example dashboards you can build Below are a few practical dashboard setups inspired by the four templates shared in [this article](https://help.crisp.chat/en/article/set-up-crisp-analytics-for-customer-support-4-dashboards-templates-1f02z4o/). Each example highlights a different layer of your support operations: activity, team performance, AI impact, and self-service efficiency. ## Support Activity Overview Dashboard A clear, global view of your support workload. ****Recommended metrics & charts:**** * Summary: ****Total Conversations****, ****Visitors****, ****Overall Rating**** * Line chart: ****Conversations Over Time**** * Heat map: ****Conversations Per Period**** (daily + hourly activity patterns) * Bar chart: ****Most Used Conversation Channels**** * Tree map: ****Conversations Per First Response Origin**** ****When to use it:**** Perfect for managers who need to monitor volume trends, detect peaks, and understand where conversations come from. ## Team Performance Dashboard Track how your agents handle conversations and where to improve. ****Recommended metrics & charts:**** * Summary: ****Human Conversations****, ****First Response Time****, ****Global Resolution Time****, ****Operator Rating**** * Table: ****Operators**** (conversations, response time, resolution time, rating) * Tree map: ****Conversations Per Operator**** * Line chart: ****SLA Breaches**** (if applicable) ****When to use it:**** Ideal for team leads looking to coach agents, balance workloads, or identify bottlenecks in response quality. ## AI Performance Dashboard Evaluate how automations and AI contribute to your support workload. ****Recommended metrics & charts:**** * Summary: ****Automated Conversations****, ****Automation First-Hand****, ****Deflected Conversations****, ****Automation Rating**** * Line chart: ****AI vs Human Resolution Time**** * Bar or pie chart: ****Fallback Messages by Category**** * Line chart: ****Total AI Messages Over Time**** ****When to use it:**** Useful for teams using the [Crisp AI Chatbot](https://crisp.chat/en/chatbot/) or Overlay who want to monitor adoption, accuracy, and areas of misunderstanding. ## Knowledge Base Efficiency Dashboard Measure how your documentation reduces support demand. ****Recommended metrics & charts:**** * Summary: ****Knowledge Base Visits****, ****Website Visits**** * Line chart: ****Knowledge Base Visits Over Time**** * Bar chart: ****Visits by Language / Locale**** * Table: ****Top Articles**** (visits, reactions, usefulness) * Treemap: ****Top Search Queries**** ****When to use it:**** Essential for product teams, writers, or support managers who want to prioritize documentation improvements and reduce repetitive questions. ## Tip: Combine dashboards for even deeper insights You can merge components from the four examples to build hybrid dashboards, such as: * ****“Support Efficiency Dashboard”**** → mix of Team Performance + AI Performance * ****“Channel Strategy Dashboard”**** → channels + automation + KB queries * ****“Global Health Dashboard”**** → one summary view for founders or executives --- With these steps, you can turn Analytics into a focused control panel for your team instead of a long list of reports. Start with a simple dashboard, add 3–5 key charts, and iterate as your needs evolve. || Want to go further? Check out these helpful resources: [How to set up your Crisp Analytics: 4 dashboards you can import](https://help.crisp.chat/en/article/how-to-set-up-your-crisp-analytics-4-dashboards-you-can-import-1f02z4o/) [How to measure AI Chatbot ROI with Crisp?](https://help.crisp.chat/en/article/how-to-measure-ai-chatbot-roi-with-crisp-1wfzwn/)