# Conversation metrics

Volume and outcome widgets — Conversations, User Messages, Handoffs, Action Calls, and Resolution Rate.

**Path:** Analytics → Dashboard → Conversations

Conversation metrics are the volume and outcome widgets in the Conversations category of the [Dashboard](/user-guides/analytics/dashboard/). Add them from the [Add Widget](/user-guides/analytics/dashboard/) modal.

## Volume widgets

Each of these is a running count for the selected time range, shown with a **total** and a **trend %** against the previous period.

| Widget | Measures |
| :--- | :--- |
| **Conversations** | Overall conversation volume across the period. |
| **User Messages** | Total messages sent by users across all conversations. |
| **Conversation Handoffs** | How often conversations were handed off to a human. |

Each can be displayed three ways from the widget's `⋯ → Chart Type` menu: **KPI** (a single number), **Line** (time series), or **Stacked Bar** (per-period bars). All support the **time-range** selector, an **Agent** filter (all agents or one), and a per-widget filter.

[Action Calls](/user-guides/analytics/actions/) is a volume widget too, covered on its own page.

## Resolution Rate

Resolution Rate is the share of conversations that were successfully resolved. Every conversation is classified into exactly one status (they are mutually exclusive):

| Status | Meaning |
| :--- | :--- |
| **Resolved** | The agent closed the conversation successfully. |
| **Unresolved** | The conversation ended without resolution. |
| **Escalated** | The conversation was handed off to a human. |

The widget headlines the resolved share with its count (for example, "76.1% — Resolved · 496 of 652") and a trend chip in **percentage points** against the previous period (for example, "+3.4pp"). The legend shows the count per status. From **⋯ → Chart Type**, display the statuses over time as a **Stacked Bar** or a **Stacked Area**.

## Use it

- **Watch volume against Resolution Rate.** Growing volume with a steady resolved share means the agent is scaling; a falling resolved share means it's slipping.
- **Rising Unresolved or Escalated** points to gaps. Diagnose with [Signals frequency](/user-guides/analytics/signals-frequency/), then add to [Actions](/user-guides/authoring-actions/) or [Knowledge](/user-guides/knowledge-base/).

## Related

- [User sentiment](/user-guides/analytics/sentiment/): how the conversations felt.
- [Session replay](/user-guides/analytics/session-replay/): watch the conversations behind the numbers.
- [Reports](/user-guides/analytics/reports/): build custom breakdowns of these metrics.
- [Conversations (HITL)](/user-guides/conversations/): review and take over a single conversation.