Dashboard

Analytics Dashboard 1

Dashboard 1

Default analytics view

Add Widget

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
Unique (identified) users	Distinct logged-in users who triggered the agent
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	Percentage of conversations successfully resolved
Languages	Breakdown of conversations by detected primary language
User Sentiment	AI-estimated emotional tone (great, good, or negative) per conversation
Signals Frequency	Share of conversations per tag or signal category, sorted by frequency

Each widget shows a trend indicator (up or down) with the percent change against the previous period. 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.

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	Measures the share of conversations that were successfully resolved
User Sentiment	AI-estimated emotional tone of users’ messages in each conversation
Signals Frequency	Share of conversations per tag category (boolean flags; categories 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 three icons in its top-right corner:

Filters: scope the widget to a specific agent, user segment, or custom filter.
Expand: view the widget full-screen.
More: rename, duplicate, or remove the widget.

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

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 by high Last Seen frequency and reach out 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.