Analytics dashboard

The dashboard provides a high-level view of activity across your workspace and agents.

Available metrics#

• Total conversations for the selected period.
• Escalations requiring human attention.
• Assigned tasks.
• Number of channels in use.
• Change compared with the previous period.

Use the time range selector to view Today, Last Week, or Last Month. Search the conversation table to inspect individual conversations, including the agent, channel, date, status, and escalation indicator.

Dashboard metrics are useful for spotting changes in workload, identifying channels that need attention, and measuring how often agents complete work without escalation.