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Understanding Your Metrics

This page explains what each metric on the Analytics dashboard means and how to use it to improve your agent.

Total conversations​

The number of distinct conversations in the selected period. The percentage next to it compares this period to the previous one of the same length, so "+12% this month" means you handled 12% more conversations than the month before.

How to use it: Track volume over time. A steady rise usually means your channels are working. A sudden drop can mean a channel disconnected — check your Channels.

Resolution rate​

The share of conversations your agent handled successfully without needing to escalate to a human. A higher rate means your agent is answering more on its own.

How to use it: Treat it as your agent's "self-service score." If it falls after you change training or instructions, revisit that change. To raise it, add knowledge for the questions your agent currently struggles with.

Sentiment trend​

An estimate of how customers feel during conversations, trending positive, neutral, or negative over time.

How to use it: A dip in sentiment often points to a frustrating gap — a question your agent can't answer, or a tone mismatch. Cross-reference with Top topics to find the cause.

Top topics​

The most common themes customers raise, grouped automatically.

How to use it: This is your training to-do list. If "shipping times" or "refund policy" keeps appearing, add an FAQ or document covering it. See Creating FAQs and Uploading documents.

Peak hours​

The times of day when conversation activity is highest.

How to use it: Confirms when your always-on agent is most valuable. If your busiest hours are outside business hours, your agent is covering time your team can't.

Conversations per channel​

How your total conversations split across Website, WhatsApp, Instagram, Messenger, and store integrations.

How to use it: Shows where your customers actually are. If a channel you invested in is quiet, it may need promotion — or the connection may not be live. If a channel is busy, make sure your agent's tone fits it.

A simple weekly routine​

  1. Open Analytics and set the date range to the last 7 days
  2. Check Resolution rate — did it move after recent changes?
  3. Scan Top topics — pick the top one or two and add training for them
  4. Glance at Sentiment trend — investigate any dip
  5. Note Peak hours and Conversations per channel to understand where and when you're busiest

Small, regular adjustments based on real data beat big occasional rewrites.

Next steps​