Conversational analytics
Conversational analytics measures how the agent performs on the conversations it handles. These are the Conversations widgets on the Dashboard and the Conversation Signals in Reports. Add any of them from the Add Widget modal, and view each as a KPI, a line, or a bar chart.
Conversation metrics Conversations, User Messages, Handoffs, and Resolution Rate.
Actions How often the agent runs actions, and which ones.
User intent What users are trying to do, by intent category.
Signals frequency Intent signals and agent gaps, as a share of conversations.
User sentiment Emotional tone: Great, Good, or Negative.
Languages Conversations by detected primary language.
Where to start
Section titled “Where to start”Check Conversation metrics for the health of the agent (resolution and handoff rates), then use Signals frequency and User intent to decide what to add to Actions or Knowledge. User sentiment tells you how those conversations felt.
For the full workflow — reading these widgets in order, turning what you find into a filtered reading list in Conversations, and ranking the resulting fixes — see Analyzing conversations.
Related
Section titled “Related”- Product analytics: how people use the product over time.
- Dashboard and Reports: where these metrics live.