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Languages

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Path: Analytics → Dashboard → Conversations

Languages breaks conversations down by their detected primary language. It’s a Conversations widget on the Dashboard, and Primary Language is a Conversation Signal you can filter and break down by in Reports.

Each conversation is assigned one primary language (the categories are mutually exclusive per conversation).

Use it

Section titled “Use it”
  • See your language mix to understand who the agent is actually serving.
  • Break any metric down by Primary Language in Reports to compare, for example, resolution rate across languages.
  • A large share in a language you don’t fully support is a signal to invest in localization.
Section titled “Related”