Key metrics explained
The dashboard displays four primary metrics at a glance, each updated in real time.
Example values from a live workspace might look like: 12,847 total conversations, 24 active agents, 23s average response time, and a 98.2% CSAT score.
AI vs human conversation breakdown
Below the summary metrics, the Conversation Volume chart breaks down each day’s traffic by who handled it — the AI assistant or a human agent. This lets you see how much of your volume the AI is absorbing and how that ratio shifts over time. On any given day you might see, for example, 350 conversations handled by AI and 144 escalated to human agents out of 494 total.Filtering by date range
Select a date range using the date picker at the top of the Analytics page. The dashboard defaults to the last 7 days. You can adjust this to view daily, weekly, or custom ranges to compare performance across different periods.Team performance view
The Team Performance section shows response times and conversation counts broken down by individual agent and by department. Use this view to identify top performers, spot agents who may need additional support, and compare how departments like Sales, Support, and Billing are trending against each other.Per-agent performance reports
For a deeper look at one agent — including tickets, recent visitors, chat ratings, and written feedback — open Company → Agents, then click the chart icon in that agent’s Actions column. Filter by last 24 hours, 7 days, or 30 days. This report lives on the Agents page (not as a separate Analytics sidebar item). See Agent performance.All metrics on the Analytics dashboard are updated in real time. The “Live” indicator in the top-right of the dashboard confirms that data is current.