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Actions

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Path: Analytics → Dashboard → Conversations

Actions are where the agent does real work in a conversation: calling your APIs, creating records, running workflows. Action analytics show how often that happens and which actions run.

Action Calls

Section titled “Action Calls”

The Action Calls widget counts how often the agent triggered an action across the selected period, with a total and a trend % against the previous period. View it as a KPI (single number), Line (time series), or Stacked Bar from the widget’s ⋯ → Chart Type menu, and filter by Agent or time range.

Which actions run

Section titled “Which actions run”

In Reports, add the Action Called metric and break it down by Action key to see which actions are called most, as a stacked bar over time:

  • A zero-usage action may have a bug, or the agent doesn’t know when to call it.
  • A low-usage action may need better instructions.
  • Action Response Received confirms the action actually returned.

Use it

Section titled “Use it”
  • Rising Action Calls with a steady Resolution Rate means the agent is resolving more by doing, not just answering.
  • Cross-check with Signals frequency: a growing Agent Action Gap points to actions users need that don’t exist yet.
Section titled “Related”