Analytics
Measure conversations, feedback, confidence, escalations, sentiment, topics, and performance for an agent.
Open your agent's Analytics page to view how conversations behave. 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. Analytics waits for a start date before it loads data for a custom range. The page has four tabs: Overview, Sentiment, Topics, and Performance.
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.