# Analytics: see what customers actually ask, and prove support works · Communicate > Track real resolution rate, top questions, and coverage gaps in your Knowledge base before a customer hits a bad answer. Turn every Conversation into a decision you can act on today. Start with 100 credits. - **URL:** https://communicate.so/analytics --- # See what customers ask, where answers break, and what to improve next. Support analytics built from real questions Communicate turns Conversations into a readable view of demand, answer gaps, resolution, and team workload. [Start with 100 credits](https://app.communicate.so)One-time $1 activation · 100 credits included · No automatic subscription Customer questions reveal the next missing answer to improve.Communicate Customer questions Last 7 days Teammate access42 Billing email31 Cancellation18 Answer gap found How do I transfer a Workspace? Add one trusted answer to improve future replies. How it works ## Move from a dashboard to a clear next action. The useful report connects customer demand to the knowledge or workflow your team can improve. - 1 01 · Observe ### See the questions customers repeat Group real Conversations into topics so demand is easier to understand than a ticket count. Top questions Last 7 days Teammate access Most asked Billing email Rising Cancellation Stable - 2 02 · Diagnose ### Find where the Agent lacks coverage Connect unanswered or handed-off questions to the missing guide, rule, or Action. Coverage gap Needs answer Question Transfer a Workspace Current state Human handoff Next action Add trusted answer - 3 03 · Improve ### Fix the highest-impact gap first Use frequency and outcome together to decide what deserves attention this week. Improvement Ready to verify Source Guide updated Preview Grounded Watch next Resolution trend Top questions Last 7 days Teammate access Most asked Billing email Rising Cancellation Stable Coverage gap Needs answer Question Transfer a Workspace Current state Human handoff Next action Add trusted answer Improvement Ready to verify Source Guide updated Preview Grounded Watch next Resolution trend Every question becomes a signal. Every signal points to the next fix.Every question becomes a signal. Every signal points to the next fix. What changes ## Analytics that points back to the work. Every chart should help your team decide what to change, not just describe what already happened. 01 ### Demand becomes visible Top questions and topic patterns show what customers need before the queue becomes the only signal. 02 ### Coverage gaps stay specific See the question that missed, how often it appears, and which answer should be added. 03 ### Outcomes keep their context Review resolution and workload alongside the Agent, channel, and teammate that shaped them. Customer questions reveal the next missing answer to improve.Communicate Customer questions Last 7 days Teammate access42 Billing email31 Cancellation18 Answer gap found How do I transfer a Workspace? Add one trusted answer to improve future replies. Designed for the edge cases ## Measure the system your customers actually experience. Start with the Conversation and preserve enough context to make the number useful. ### Question and topic analysis Rank recurring questions so documentation and product teams can see what customers need most. You stop dealing with: guessing which help article deserves the next rewrite. ### Answer-gap review Inspect questions that required handoff or lacked a grounded response. You stop dealing with: treating every escalation as an isolated support event. ### Resolution trends Track whether customers receive a useful outcome as knowledge and workflows change. You stop dealing with: celebrating lower volume without knowing if people got help. ### Agent, channel, and team views Break down workload and outcomes by the surfaces that can actually be improved. You stop dealing with: one blended total that hides where support is struggling. From signal to decision ## Every important number should answer “what now?” The report stays useful when it points to a source, rule, workflow, or product gap your team can change. Demand ### Which questions are growing? Prioritize the topics affecting the most customers. Coverage ### Where does the Agent stop? Turn repeated handoffs into a concrete knowledge task. Outcome ### Did the change help? Watch the resolution pattern after the new answer goes live. Choose the signal you optimize ## Customer questions, not just queue activity. Compare what each reporting model helps your team improve. ### Top questions CommunicateConversation topics Ticket dashboardManual tags Web analyticsPage views only ### Answer gaps CommunicateSpecific questions Ticket dashboardEscalation labels Web analyticsNot available ### Resolution context CommunicateAgent and channel Ticket dashboardTicket state Web analyticsNot available ### Next action CommunicateSource or workflow Ticket dashboardQueue process Web analyticsContent page Decision Communicate Ticket dashboard Web analytics Top questions Conversation topics Manual tags Page views only Answer gaps Specific questions Escalation labels Not available Resolution context Agent and channel Ticket state Not available Next action Source or workflow Queue process Content page [Start with 100 credits](https://app.communicate.so) Questions before you start ## Questions about what Analytics shows. A clear view of the available signals. ### Can I see the questions customers ask most? ### Can I find missing knowledge? ### Can I separate channels or Agents? ### Does a chart replace reviewing Conversations? ## Find the next answer your customers need. Connect your support Conversations to the knowledge, workflow, or product change that improves the next one. [Start with 100 credits](https://app.communicate.so)One-time $1 activation · Grounded answers · Human takeover · Cancel anytime