Theme
Analytics Dashboard
The Analytics Dashboard is your central hub for understanding how your bots are performing. It aggregates data from every conversation across all bots and channels into a set of KPI cards, trend charts, and comparison views that update as new data arrives.
KPI Cards
The top of the dashboard displays four headline metrics. Each card shows the current value, the change compared to the previous period, and a sparkline trend.
| KPI | Description | How It Is Calculated |
|---|---|---|
| Total Conversations | Number of conversations started in the selected period | Count of unique conversation sessions |
| Containment Rate | Percentage of conversations resolved without human escalation | (Total - Escalated) / Total x 100 |
| Avg Duration | Mean conversation length from first message to resolution | Sum of durations / Total conversations |
| Satisfaction Score | Average CSAT rating from post-conversation surveys | Sum of ratings / Number of responses |
Analytics dashboard showing four KPI cards with sparkline trends, conversation volume line chart, containment trend chart, channel breakdown stacked bar chart, and satisfaction distribution histogram
TIP
Click any KPI card to drill down into a detailed breakdown by bot, channel, or time period.
Date Range Filters
All analytics data is scoped to a date range. Use the date picker in the top-right corner to select from preset or custom ranges.
| Preset | Period |
|---|---|
| Today | Midnight to now in your workspace timezone |
| Last 7 Days | Rolling seven-day window |
| Last 30 Days | Rolling thirty-day window |
| This Month | First day of the current month to today |
| Custom Range | Any start and end date up to one year apart |
When you change the date range, all KPI cards and charts on the page update to reflect the selected window. Period-over-period comparison percentages adjust automatically.
Bot-Level Filtering
By default, the dashboard aggregates data across all bots in your workspace. To focus on a specific bot:
- Click the Bot dropdown at the top of the page.
- Select one or more bots from the list.
- The dashboard reloads with data filtered to the selected bots.
You can combine bot filtering with date range selection to analyze a specific bot during a specific period.
Chart Types
The dashboard includes several visualization types below the KPI cards.
Conversation Volume
A time-series line chart showing conversations started per hour (or per day for ranges longer than 7 days). Hover over any data point to see the exact count and timestamp.
Containment Trend
A line chart tracking containment rate over time. This helps you identify whether bot improvements or content changes are increasing self-service resolution.
Channel Breakdown
A stacked bar chart showing conversation volume by channel (web widget, SMS, WhatsApp, voice). Use this to understand which channels drive the most traffic.
Satisfaction Distribution
A histogram showing the distribution of CSAT scores (1 through 5). This reveals whether satisfaction is uniformly high or bimodal, which may indicate specific failure scenarios.
Exporting Data
You can export any chart or the full dashboard dataset.
| Export Format | What Is Included |
|---|---|
| CSV | Raw data rows with timestamps, bot names, and metric values |
| A formatted snapshot of the current dashboard view including all charts |
To export, click the Export button in the top-right corner and select the desired format. The file is generated and downloaded to your browser.
WARNING
Exports are limited to the currently selected date range and bot filters. If you need a broader dataset, adjust your filters before exporting.
Next Steps
- Reports Dashboard -- View pre-built reports for common questions
- Tool Analytics -- Monitor tool execution performance
- Voice Analytics -- Review voice-specific metrics
- Custom Reports -- Build your own report definitions