Time range
Pick 7d, 30d or 90d in the top right. The default is 7 days. The range covers conversations that started in the last 7, 30 or 90 days, counted back from now. The daily chart groups days in UTC. Outcomes, topics and sentiment are written when a conversation ends, usually within about fifteen minutes. Conversations from the last few minutes may not be counted in those charts yet.Totals
Answered by a person
This tile tells you whether anyone actually turned up when a customer asked for a person.- The percentage is the number of conversations where a teammate joined after the request, divided by the number of conversations where a person was requested. Joining means replying or clicking I’ll take this one.
- The line underneath reads, for example, “4 of 5 · typically 3m”. That time is the average wait between the request and the first teammate joining.
- A teammate who steps into a conversation where nobody asked for a person does not count toward this figure.
- A request that timed out and was answered late still counts as answered, with its full wait.
Conversations per day and channel mix
- Conversations per day is stacked by channel (Chat, Phone, Email, Browser voice), so you can see where a busy day came from.
- Channel mix shows the share of conversations on each channel over the whole range.
How conversations ended
Every conversation gets one of four outcomes when it ends. This card shows how many conversations in the range had each outcome and their share of all conversations with an outcome. Click one to see those conversations.
The outcome is decided by reading the whole transcript. A conversation in which a teammate joined is filed Handed to you unless it was clearly resolved. A request for a person that nobody answered is not filed as Handed to you. A conversation where the customer never said anything is Abandoned. More on how outcomes are written: Conversations.
Where the agent got stuck
The five topics that most often ended Message taken in the range: the agent could not answer and took a message instead. This is the shortest list of things to teach your agent next. Click a topic to open those conversations. Then use the Teach card on the conversation page to add the right answer. See Fix a wrong answer.What people asked about
The eight most common topics in the range, with how many conversations each covers. Topics are short phrases written when a conversation ends, such as “appointment booking”. Click one to open the conversations list searched for that topic.How people felt
The customer’s sentiment across conversations analysed in the range: Positive, Neutral or Negative. It measures the customer’s mood, not the agent’s.Analytics covers every agent in your workspace. Your own browser tests of the demo agent are counted too. Only you see those.