Analytics
Dashboard
Analytics Dashboard 1
Dashboard 1
Default analytics view
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
Section titled “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
Section titled “Add widgets”Click + Add Widget in the top-right. The widget picker lets you browse by category or search by name.
Add Widget
Browse, search, and add multiple widgets to your analytics dashboard
Search widgets
Conversations
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 resolved — classified as resolved, unresolved, or escalated
User Sentiment
AI-estimated emotional tone per conversation — great, good, or negative
User Intent
AI-classified intents — information request, action request, feature request, or reported issue (can overlap)
Signals Frequency
Share of conversations per tag category, sorted by frequency
Languages
Share of conversations by detected primary language
Audience & Revenue
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
User Retention
Measures the percentage of users continuing to engage with the application over time
Select at least one widget to continue Cancel Add Widgets (2)
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
Section titled “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 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
Section titled “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
Section titled “Recommended analytics workflow”- Check the Dashboard weekly. Look for drops in Resolution Rate or spikes in Conversation Handoffs as early warning signs.
- 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 or Knowledge.
- 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.
- 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.
- Watch Session Replays for escalated conversations. Filter Session Replay to sessions with a handoff event to understand what context users had before escalating.