# Dashboard

A customizable canvas of metric widgets that track how users engage with your agent and product.

<DashboardScreen />

**Path:** Analytics → Dashboard

The Dashboard is a customizable canvas of metric widgets. Each widget tracks a specific signal over time. Open it from the first icon in the Analytics left sidebar.

## Default widgets

| Widget | What it measures |
|---|---|
| **Conversations** | Total agent conversation sessions |
| **Conversation Handoffs** | Sessions where the agent escalated to a human |
| **User Messages** | Total messages sent by users across all conversations |
| **Action Calls** | Total times the agent executed an action |
| **Resolution Rate** | Share of conversations resolved — each conversation is classified as **Resolved**, **Unresolved**, or **Escalated** |
| **Languages** | Breakdown of conversations by detected primary language |
| **User Sentiment** | AI-estimated emotional tone per conversation — rated **Great**, **Good**, or **Negative** |
| **Signals Frequency** | Share of conversations per signal tag — intent signals (**Information Request**, **Action Request**, **Reported Issue**) and agent gaps (**Agent Knowledge Gap**, **Agent Action Gap**), sorted by frequency |

Each widget shows a trend indicator (up or down) with the percent change against the previous period. Rate widgets like Resolution Rate and User Sentiment show the change in **percentage points** (pp) rather than percent. Click the date range on any widget to adjust its comparison window.

## Add widgets

Click **+ Add Widget** in the top-right. The widget picker lets you browse by category or search by name.

<AddWidgetScreen />

**Conversations category:**

| Widget | Description |
|---|---|
| **Conversations** | Tracks overall conversation volume across the selected period |
| **User Messages** | Total number of messages sent by users across all conversations |
| **Conversation Handoffs** | Measures how often conversations were handed off to a human |
| **Action Calls** | Shows how often the agent triggered actions |
| **Resolution Rate** | Share of conversations that were successfully resolved. Each conversation is classified as **Resolved**, **Unresolved**, or **Escalated** |
| **User Sentiment** | AI-estimated emotional tone of users' messages in each conversation. Each conversation gets one rating: **Great**, **Good**, or **Negative** |
| **User Intent** | AI-classified intent signals from user messages: **Information Request**, **Action Request**, and **Reported Issue**. Signals can overlap — one conversation may appear in multiple intents |
| **Signals Frequency** | Share of conversations per signal tag: intent signals (**Information Request**, **Action Request**, **Reported Issue**) and agent gaps (**Agent Knowledge Gap**, **Agent Action Gap**). Tags are boolean flags and can overlap; sorted by frequency |
| **Languages** | Share of conversations by detected primary language (mutually exclusive per conversation) |

**Audience & Revenue category:**

| Widget | Description |
|---|---|
| **New Users** | Tracks the number of new sign-ups over time, indicating user base growth |
| **Active Users** | Reflects user engagement by showing the number of users interacting with the product |
| **New Subscriptions** | Tracks the acquisition of new subscription plans within a specified timeframe |
| **Active Subscriptions** | Displays the count of active subscription plans currently in use, for visibility into revenue streams |
| **User Retention** | Measures the percentage of users who continue to engage with the application over time |

Select one or more widgets and click **Add Widgets** to place them on the dashboard.

## Customize widgets

Each widget has controls in its top-right corner:

- **Date range** (calendar icon): set the widget's time window and comparison period.
- **Filters** (funnel icon): scope the widget to a user [segment](/user-guides/analytics/segments/) or custom filter — a badge shows the number of active filters.
- **⋯ More**: scope to an **Agent** (all agents or one), switch the **Chart Type**, **Refresh**, **Duplicate**, or **Delete** the widget.

Drag the handle on the widget's left edge to rearrange the dashboard.

## Multiple dashboards

Click **Switch dashboard** next to the dashboard name in the top bar to create additional dashboards or switch between existing ones. This is useful for separating an executive summary view from an operational monitoring view.

## Recommended analytics workflow

1. **Check the Dashboard weekly.** Look for drops in Resolution Rate or spikes in Conversation Handoffs as early warning signs.
2. **Build an Agent Gap report.** Run it monthly to see if Action Gaps or Knowledge Gaps are growing, then use that to prioritize what to add to [Actions](/user-guides/authoring-actions/) or [Knowledge](/user-guides/knowledge-base/).
3. **Build an Action breakdown report.** Understand which actions are called most versus least. Low-usage actions may need better agent instructions; zero-usage actions may have a bug.
4. **Use Audience to find power users.** Filter to a recent Last Seen Date and sort by Number of visits, then reach out to the top users for feedback to inform your roadmap.
5. **Watch Session Replays for escalated conversations.** Filter [Session Replay](/user-guides/analytics/session-replay/) to sessions with a handoff event to understand what context users had before escalating.