Analytics
Read performance, demand, outcomes, experience, and operations for your agent
Analytics#
Open Analytics in the agent sidebar. Use it to see what customers did. It does not replace Activity for a single conversation or CRM for a person.
| Section | What it shows |
|---|---|
| Performance | Customer interactions, identified customers, reply coverage, and items that need attention |
| Demand | Offerings, customer goals, and recurring topics |
| Outcomes | Verified records and conversation signals such as goals, completions, and lost sales |
| Experience | Sentiment for the selected period |
| Operations | Paused AI, handovers, overdue attention, tickets, and alerts |
Filters#
Every page has a date range and an interaction source: All Channels, Messages, Email, Comments, or Reviews.
When you use locations, a branch filter is on the page. Advanced filters, when shown, include chart granularity, platform, and data scope. Data scope is All Data, Live Only, or Imported Only. It appears for message and email views, not for every source. Use Live Only when you want customer-channel activity without imports.
A card can show a dash or an unavailable note when its source did not load. That is not the same as zero.
Performance#
The page subtitle is customer load, reply handling, and work that needs attention.
| Card | Meaning |
|---|---|
| Action Needed | Interactions that still need a person. Open the linked CRM review or inbox |
| Customer Interactions | Conversations and interactions in the selected range |
| Unique Customers | Identified people. A conversation without an identified person is not another contact |
| Reply Coverage | How many live message or email interactions were answered |
Channel Health compares connected channels when there is activity. Interaction Trends appears after there is enough recorded activity. Choose Chart Metrics to change the lines. Empty periods say so. Widen the dates instead of treating an empty chart as a failure.
Demand#
Demand is one page for what people ask about.
| Card | Meaning |
|---|---|
| Offering Inquiries | Product, service, package, or menu demand |
| Goal Conversations | Conversations with a detected customer goal |
| Topic Mentions | Recurring themes |
| Leading Goal | The goal seen most often |
Manage opens the lists for offerings, goals, and topics so the report matches your business. Comments or reviews can be topic-only. The other cards hide when they do not apply.
Use Demand before you add a source. Teach the questions people already ask.
Outcomes#
Outcomes separates two kinds of evidence.
| Block | What it means |
|---|---|
| Verified outcomes | Records confirmed by a connected system, shown as Authoritative Records |
| AI-detected signals | Conversations Analyzed, Goals Detected, and Completion Signals inferred from conversations |
| Lost Sale Signals | Reasons the analyzer detected, when any exist |
| Follow-up Funnel | Follow-up results when follow-up records exist |
A detected goal or a positive conversation is not a completed sale, booking, or payment. Open the work record. Follow-up message timing belongs to Workflows, not to this chart.
Experience#
Experience summarizes how interactions felt. The cards are At Risk, Sentiment Index, Positive Rate, and Improving, plus a Sentiment Trend. Small samples are labeled because the percentages can move a lot. Use the page to find channels or topics that need a source update or more human coverage.
Operations#
Operations is the work still in motion.
| Card | Meaning |
|---|---|
| AI Paused | Pause events, and how many conversations are paused now |
| Open Handovers | Handovers waiting for a person |
| Overdue Attention | Handovers and owner alerts that are late |
| Tickets | Open tickets when ticketing is available |
| Alerts | Alerts in the period |
Open the attention list on the page, then continue in Activity for the thread.
A weekly pass#
- Start on Performance for Action Needed and Reply Coverage.
- Open Demand before adding sources.
- Check Operations when the team is busy but the queue is unclear.
- Switch to Live Only when you need production activity without imports.