# Analytics

> Measure how your agent performs: conversation volume, resolution rate, CSAT and thumbs ratings, channel and topic breakdowns, and sentiment trends — all windowed by date.

The **Analytics** tab tells you how well your agent is doing its job — how much it's handling, how often it resolves issues on its own, how customers feel about it, and what it's being asked about. Use it to spot problems early and to prove the agent's value.

All metrics are windowed by date. Pick a range (the default is the last 7 days) and every chart and total recalculates for that window.

*[image: The Analytics dashboard: a date-range selector at top, headline totals for conversations and resolution rate, a volume-over-time chart, and breakdowns by channel, topic, and sentiment.]*

## Headline metrics

| Metric | What it tells you |
| --- | --- |
| Conversations | Total conversations in the window — your support volume. |
| Resolution rate | The share of conversations the agent handled without escalating to a human. Your core efficiency number. |
| CSAT | Customer satisfaction from end-of-conversation 1–5 scores: an average rating and a satisfaction % (4–5 star share). |
| Messages | Total messages exchanged across those conversations. |
| Ratings | Thumbs-up and thumbs-down counts on individual answers, from the widget and the playground. |

> **RESOLUTION RATE IS THE NUMBER TO DRIVE:** A high resolution rate means the agent is deflecting routine tickets so your team handles only what needs a person. If it dips, your [chat logs](/docs/agents/activity) usually point straight at a knowledge gap.

## Volume over time

A per-day conversation volume chart across your selected window shows trends and spikes — a product launch, an outage, a promotion. Pair it with topic and sentiment breakdowns to understand *what* drove a spike, not just that one happened.

## Channels

A "Chats by channel" breakdown shows conversations by **channel** — website widget, email, WhatsApp, and so on. Conversation status (handled by the bot, escalated to a human, or resolved) feeds the resolution-rate metric above.

The channel breakdown shows where your volume actually comes from, which helps you decide where to invest — for example, whether to prioritize a [WhatsApp](/docs/deploy/whatsapp) deployment.

## Topics

Conversations are classified into **topics** so you can see what customers ask about most. Topics are the fastest way to find where to improve your data: if "returns" is a top topic *and* shows low confidence or thumbs-down ratings, that's exactly where to add a Q&A pair.

## Sentiment

Each conversation is scored as **positive**, **neutral**, **negative**, or **unspecified**, with a sentiment-over-time view. Rising negative sentiment is an early warning — often a sign of a policy change customers dislike, or an answer the agent is getting wrong at volume.

## Turning analytics into action

1. **Set a weekly review** — Pick a window (last 7 days) and scan resolution rate, top topics, and sentiment.
2. **Follow a weak signal to the logs** — A low-resolution topic or rising negative sentiment → open [chat logs](/docs/agents/activity) filtered to it and read the real conversations.
3. **Fix the data** — Add a source or Q&A pair for the gap you found, then retrain.
4. **Confirm the trend** — Watch the metric the following week to verify the fix moved it.

> **ADVANCED ANALYTICS BY PLAN:** Detailed analytics are available on Standard and higher plans. See [Plans & billing](/docs/workspace/billing) for what each plan includes.

## What's next

- [Activity & chat logs](/docs/agents/activity) — Read the real conversations behind a metric.
- [Data sources](/docs/agents/data-sources) — Close the knowledge gaps analytics surfaces.
- [Credits & usage](/docs/agents/credits) — Understand the credit-usage figure in analytics.
- [Support Audit](/docs/audit/overview) — Score your support quality against a rubric.