Customer service analytics for human and AI support
Track Fibi AI Agent resolutions, team performance, response times and CSAT.
Or just ask Claude or ChatGPT about your support data.
Every number you report on, ready from day one
Conversations assigned, replies sent and CSAT for every teammate, side by side.
Track what Fibi resolves over time and which topics it hands to your team, so you know what to improve next.
Track first response, time to close and missed SLAs, with your office hours taken into account.
See how customers rate your team and Fibi, side by side, and catch a bad week early.
Measure what matters, with fully custom reports
Build the exact reports your team needs, starting from scratch or a template.
Show any metric as a KPI card, line, column, donut, heatmap or table, so your team sees what matters at a glance.
Move and resize every chart, so the number your team checks first sits on top.
Filter by team, channel, plan, company or any custom attribute, for a whole report or one chart.
Know what drives every number, and what to fix next
Use our MCP to ask questions about your support data, right in your AI tool.
Split any chart by company, plan, team, channel or your own attributes.
AI tags issue type, urgency and your own attributes from context. Report on them.
See the actual conversations behind every metric and chart.
Keep everyone in the loop,without the weekly spreadsheet
Export your data
Export any chart or piece of data to CSV, to analyze it or share it with your team.
Scheduled emails
Schedule daily, weekly or monthly report emails for your team or management.
Shareable links
Share a public link to any report with your team.
Control access
Choose who can view, explore or edit each report.
Shared folders
Organize your reports in shared folders.
Reports API
Query your support numbers from your own tools.
Trusted by fast-growing software companies.
Read customer storiesāFeaturebase has already helped us create clarity around what our internal users need, where their pain points are, and which topics keep resurfacing across teams.ā
Eline HenriksenHead of Product - Cloud PlatformsāFeaturebase completely changed how we work. Now everyone knows what customers really need.ā
Awni ShamahStaff Product ManagerRead the storyFrequently asked questions
Which reports are ready to use?
Twelve ready-made reports: Overview, Conversations, Responsiveness, Effectiveness, Customer Satisfaction, SLAs, Teammate Performance, Team Inbox Performance, Conversation Tags, Fibi AI Agent, Copilot and Tickets. Open one and it fills with your data at once.
Can I build my own reports?
Yes. Start from scratch or from a template, then add charts from the chart catalog or build your own. Pick from 9 chart types, set the metrics, break them down by any attribute and add filters. You can move and resize every chart.
How do I see the conversations behind a number?
Click any bar, point or row to drill in. You see the conversations behind it, with the chartās date range and filters. Choose the columns, open any conversation in the Inbox, or export the list to CSV.
What can I report on for Fibi AI Agent?
The Fibi AI Agent report shows its resolution, deflection, involvement and escalation rates, its CSAT score, and which content it used to answer. You can also break down any report by whether Fibi took part.
What are AI attributes?
Attributes that Fibi fills in on the conversations it takes part in, like product area. Turn on āLet Fibi detectā for an attribute, then filter and break down any report by it. With āDetect on closeā, Fibi also fills it in when a teammate closes a conversation.
Can I share reports with people outside Featurebase?
Yes. Create a public link that anyone can open without logging in. Links expire after 30 days by default, and you can revoke them at any time. You can also email a report on a schedule.
Can I ask Claude or ChatGPT about my reports?
Yes. Connect the read-only Featurebase MCP once, then ask Claude or ChatGPT about volume, response times, CSAT, AI agent performance and more, in plain English.
Can I export my data?
Yes. Export any chart or drill-in to CSV, up to 10,000 rows. Dataset export gives you up to 100,000 rows from a dataset, once or on a schedule.
Double your customers. Not your support team.
Join 1600+ modern software companies automating their support with Featurebase across all channels.