Analytics Dashboard
The Analytics dashboard shows how your agents are performing across every channel — how many conversations they handle, how many they resolve, when your customers are most active, and what they're asking about.
The Analytics dashboard brings conversation volume, resolution rate, sentiment, and more into one view.
Analytics is available on all plans, including Free. If your workspace ever shows an "Analytics is not included in your plan" prompt instead of the dashboard, upgrading unlocks it.
Opening Analytics
Click Analytics in the sidebar. The dashboard loads data across all of your agents by default.
If you haven't created an agent yet — or your agents haven't had any conversations — you'll see an empty state inviting you to create an agent and connect a channel first. Insights appear once real conversations start coming in.
Summary cards
At the top of the dashboard, three cards give you the headline numbers:
| Card | What it shows |
|---|---|
| Total Conversations | The number of conversations in the selected period, with a percentage change versus the previous period (e.g. "+12% this month") |
| Resolution rate | The share of conversations your agent resolved without needing escalation |
| Peak Hour | The hour of the day with the most conversation activity |
Charts
Below the summary cards, a set of charts break the numbers down:
- Conversations over time — Conversation volume across the selected date range, so you can spot trends, spikes, and quiet periods.
- Conversations per channel — How your conversations split across Website, WhatsApp, Instagram, Messenger, and your store integrations.
- Resolution rate — How consistently your agent resolves conversations over time.
- Sentiment trend — Whether customer sentiment is trending positive, neutral, or negative.
- Top topics — The most common themes your customers raise. Great for spotting what to add to your agent's training.
- Peak hours — When your customers are most active during the day, so you know when fast answers matter most.
For a full explanation of each metric and how to act on it, see Understanding your metrics.
Filtering
Click Filter in the top-right to narrow the dashboard down:
Filter by date range, specific agents, and channels to focus on exactly what you want to measure.
- Date range — Choose a period (or all time)
- Agents — Focus on one or more specific agents
- Channels — Focus on specific channels (Website, WhatsApp, Instagram, Messenger, …)
When any filter is active, the Filter button is highlighted and shows a dot so you know you're looking at a subset of your data.
Exporting your data
Exporting the analytics dashboard is not available yet — the Export Analytics Data button on the dashboard isn't wired up.
In the meantime, you can export your customer data and conversations to CSV from the Customers section and build your own reports from that.
Tips
- Check Top topics weekly. Recurring questions are a signal to add an FAQ or a knowledge document — see Improving responses.
- Watch your resolution rate after changes. If it drops after you edit your agent, your last change may have hurt answer quality.
- Use Peak hours to set expectations. If most chats arrive at night, your agent's always-on coverage is doing real work — highlight that value to your team.
Next steps
- Understanding your metrics - What each number means and how to act on it
- Managing customers - Dig into individual conversations and leads
- Improving responses - Turn insights into better answers