Analytics & Reports
Track bot performance, agent activity and conversation outcomes.
Overview
The Dashboard and Analytics show how your bots and agents are performing so you can improve containment, response times and customer outcomes.
Dashboard
The Dashboard summarizes the health of your workspace at a glance: active bots, active agents, active integrations, conversation volume and recent activity.
Conversation metrics
| Metric | What it tells you |
|---|---|
| Volume | How many conversations you handle over time. |
| Containment | Share resolved by the bot without a human. |
| Handoff rate | How often conversations escalate to agents. |
| Resolution time | How long conversations take to resolve. |
Agent performance
See per-agent metrics such as conversations handled, response and resolution times, and tags, to balance load and coach the team.
Exporting
Export a report for a date range to Excel or PDF to share with stakeholders or analyze in your own tools.
Reporting preferences & activity logs
Tune what your reports contain and default ranges under Settings → Reporting Preferences. For an audit trail of administrative actions in the workspace, open Activity Logs.