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Analytics in the sidebar answers one question: what happened in the conversations your deployments handled? The page heading reads Analytics with the subtitle Results, trends and opportunities across your deployments, and the section opens on the Overview tab. Analytics needs a role with analytics access. Without it the sidebar hides the Analytics entry, and opening the URL directly returns you to the home page.

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The scope bar

Every tab shares one scope bar at the top, and every card on the tab follows it. The scope travels with you when you switch tabs, so a range you set on Overview still applies on Goals. Next to the scope bar, a freshness stamp reads Live · last event with a relative time. The stamp appears only once at least one event has arrived. A green dot means events are flowing. An amber dot means no events in the last two minutes, so a conversation that just ended may not be counted yet. The Overview tab page walks through each control in order.

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The tabs

A pill rail in the header switches between tabs. Each tab answers a different question about the same conversations. The Team tab appears only when your role includes live chat read access or you hold a live-chat seat. Traces do not have their own tab. You reach a trace from a conversation in the drawer described below, or from the Conversations page.

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Compare periods

Most cards compare the selected range with the previous period of the same length. Charts draw a solid This period line and a dashed Previous period line. Deltas read vs previous period, so you see change, not just totals. Pick 7d and a delta compares this week with the week before it.

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Drill into conversations

No analytics number is a dead end. Select a point on a chart and a small popover offers View conversations, plus Open in Explore where the slice can be rebuilt as a report. Table rows and funnel steps carry the same actions as links beside them. The Conversations drawer opens on the right, titled after the number you selected, with filter chips for the scope. Each row shows Started, Channel, Outcome, Length, Turns, and Activity. Select a row to expand its facts, such as Messages, Handoff, Goal, AI quality, and AI cost. An expanded row offers two actions when your role includes live chat read access:
  • View trace opens the trace inspector, which replays the conversation as a step-by-step replay with All, Issues, AI, and Answers filters and a search box.
  • Open transcript ↗ opens the full thread on the Conversations page.
Traces expire after the retention period on your plan. An expired trace shows View trace disabled, with the retention period in its tooltip.

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How numbers relate to conversations and billing

Every analytics number is a count, rate, or duration over the conversations inside the current scope. Change the deployment, the range, or the Live and Test switch and the same card recomputes over a different set of conversations. Analytics groups conversations by deployment and environment, which is why one conversation never shows under both Live and Test. Live conversations are the production conversations that count against your plan allowance. Test conversations show under Test and are never billed. Analytics does not replace the usage counter, and card totals are not invoices. To see how many conversations remain in your allowance, read Conversation usage.

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When there is no data yet

If analytics is not enabled for your organization, every tab shows Analytics is not configured for this environment. Ask an administrator to enable it. Events are still captured meanwhile, so nothing is lost. If analytics is connected but no conversation has run in the selected environment, Overview shows Waiting for first events. Data usually appears within 30 seconds of the first conversation, so run a test conversation and switch to Test to see the first numbers.