Analytics

Open your agent's Analytics page to view how conversations behave. The agent's address with no page after it, /org/<slug>/agent/<id>, also opens Analytics. It opens to the last 30 days. You can also choose 7d, 30d, 90d, or a Custom range. A custom end date includes the end of that local day. A custom range can span at most 90 days. When you pick a longer range, Analytics keeps the 90 days that end on your end date and moves the start date forward. Analytics waits for a start date before it loads data for a custom range. Until you pick one, the page keeps the previous range's numbers. The page has four tabs: Overview, Sentiment, Topics, and Performance.

Analytics needs the Analytics view permission. The built-in owner, admin, and member roles have it. A member whose custom role does not grant it sees no Analytics link in the sidebar, and the Analytics page shows "No analytics access" instead of data.

Overview combines messages, feedback, average confidence, and escalations. It shows a daily message chart, confidence bands, and sessions by country. The message total counts messages, not conversations. The feedback percentage uses only messages that have positive or negative feedback. It is not a satisfaction score for every response. Country percentages use only sessions that have a country code. They do not show complete location data for every visitor.

Use this page to find patterns. Then open Activity from a low-confidence, sentiment, or topic item. Treat classifications and percentages as signals. Investigate them with real conversations. They do not replace human quality review. To view the conversations behind a metric, open Activity.