# Customer support analytics

> Verified against the product on 2026-10-08

## Open analytics

1. In **Inbox**, select **Analytics**.

On wider Inbox layouts, the snapshot shows the settled share across 12 weeks and the pages customers asked from before a handoff. On narrow layouts, it shows this week's settled count and an **Analytics** link.

## Choose a date range

1. Under **Weeks shown**, choose **4 weeks**, **12 weeks**, or **1 year**.

Analytics opens with 12 weeks selected. **1 year** covers 52 weeks. Each view uses Monday-start weeks in UTC, with the current week last.

## Question outcomes

The **Questions** panel shows weekly customer questions settled by Cactus and questions that came to your team for the selected range. It counts customer threads started in the Help Center or Messenger. A question is settled if it never came to your team. Once handed over, it stays counted as handed over even if later resolved.

## Page rewrite reasons

The **Why pages changed** panel groups Help Center page rewrites by their recorded cause:

- Your code
- A question
- A writing rule
- An attached page

A page's first edition is its initial writing, not a rewrite.

## Unanswered questions

The **Still unanswered** panel tracks how many questions have no answering page at each week's end, or so far for the week in progress.

## Answer results

**How answers went** groups results as **Sent to a page**, **Wrote an answer**, and **Couldn't answer**. Failed answers count under **Couldn't answer**. When answers were sent in more than one week in the selected range, the chart compares the first and last such weeks. Its table gives each result's share and count for those weeks. If no answers were sent in the selected weeks, the panel says so.

## Pages before a handoff

This panel lists Help Center pages customers asked from before a thread came to your team. Pages rank by how many questions from each page came to your team, alongside the total questions asked from that page. Each page is named by its title.