Conversation metrics
Path: Analytics → Dashboard → Conversations
Conversation metrics are the volume and outcome widgets in the Conversations category of the Dashboard. Add them from the Add Widget modal.
Volume widgets
Section titled “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 is a volume widget too, covered on its own page.
Resolution Rate
Section titled “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
Section titled “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, then add to Actions or Knowledge.
Related
Section titled “Related”- User sentiment: how the conversations felt.
- Session replay: watch the conversations behind the numbers.
- Reports: build custom breakdowns of these metrics.