Analytics

Open your agent’s Analytics page to inspect how conversations are behaving. It opens to the last 30 days and offers 7d, 30d, 90d, and Custom date ranges. A custom end date includes the end of that local day; Analytics waits for a start date before loading custom-range data. The four tabs are Overview, Sentiment, Topics, and Performance.

Overview combines messages, feedback, average confidence, and escalations with a daily message chart, confidence bands, and sessions by country. Messages are a message count, not a conversation count. The feedback percentage uses only messages that have positive or negative feedback, so it is not a satisfaction score across every response. Country percentages use sessions that have a country code; they are not a guarantee of complete visitor location data.

Use this page to spot patterns, then drill into Activity from low-confidence, sentiment, or topic items. Treat classifications and percentages as operational signals to investigate with real conversations, not as a substitute for human quality review. See Activity to inspect the conversations behind a metric.