Before you start
Before you start, sign in to the dashboard and select the organization you want to work in.- You need a role with analytics access. Only the Admin and Member roles can save or delete views.
- Read Analytics overview for the scope bar, the freshness stamp, and the Conversations drawer. This page does not repeat them.
The question gallery
Open Analytics from the sidebar and select the Explore tab. The gallery opens under the heading Ask the ledger, with the scope bar on the right. Every view is shareable through its URL.
Every question tile shows its query as small tokens, for example metric
escalations, by channel, vs prev. Select Open on a tile to load it in the builder. Two starter questions, Which fields do people refuse? and Did the campaign convert?, open the Goals tab instead.
Build a report
The example below answers one question: how many conversations each deployment started on mobile in the last 28 days.1
Open the builder
Select Open builder, or open any question tile. The ← All questions link at the top returns to the gallery.The builder forms one phrase: Show a measure, by a breakdown, where filters, vs a comparison, by a time bucket.
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Choose a measure
Select the measure chip after Show. A popover opens with a Search measures… field and every measure under a heading.The headings are Impact, Coverage, Drivers, and Cost. Each measure shows a short description, such as Conversations with at least one end-user message under Engaged conversations.For this example, keep Conversations started.
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Choose a breakdown
Select the chip after by. It reads nothing until you pick a dimension. The measure then splits into one series per value.The base list holds Nothing (total), Channel, Device, Country, Locale, and Deployment. It continues with Conversation source, UTM source, UTM medium, UTM campaign, Campaign, Ad, and New vs returning.Some dimensions appear only for measures they fit.
- Terminal state appears for Conversations ended and Resolved.
- Tool appears for Tool calls and Tool failures.
- Goal kind appears for Goals achieved.
- Human agent appears for the handoff and human-agent message measures when you have live chat access.
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Add filters
Select the dashed + filter chip after where. Filters are grouped by dimension inside the popover.Pick a value from a list for channel, device, and campaign. The campaign list reads No campaigns yet when none exist. Type a value for source, UTM source, UTM medium, and UTM campaign, then select Add.Type a two-letter code such as
IN in the ISO code, e.g. IN field to filter by Country. A goal kind filter appears only on Goals achieved.Each active filter becomes a chip that reads where device = mobile. Select the X on a chip to remove it. For this example, add device and pick mobile.5
Compare periods and set the time bucket
The vs chip toggles between No comparison and Previous period. With a comparison on, dashed lines show the previous period on the chart.The final by chip sets hour, day, week, or month buckets. The hour option appears only for a range of 7 days or less.Under the sentence bar, Try: chips offer quick refinements. They read Split by channel, Compare vs previous period, and Weekly granularity, and appear when they apply.
Read the chart
The chart card header shows the measure, its description, and the breakdown, for example Conversations started by deployment. A summary row sits above the chart. Countable measures show Total, an average per bucket such as Avg / day, and Peak with its date. Rates and averages show Avg, Min, and Max instead. With a comparison on, a vs prev delta appears in the summary row. An up or down arrow and a green or red color show the direction and whether the change is good. The visualization type bar on the right switches the shape of the chart:
A type that does not fit the current query is disabled. Its tooltip gives the reason, for example Add a split (by channel, by tool, …) to compare series. Stacked, share, and ranked types are only available for summable measures with a split.
Long breakdowns fold to the top 8 series and group the rest under Other. The header notes how many series were folded. If nothing matches, the empty state reads No data for this combination. Widen the time range or drop a filter.
Drill into a point
Select any point, bar, or table cell on the chart. A small menu opens with the bucket, the series, and the value, followed by drill actions:
Some rows are disabled with a reason. For example, Unique users has no per-conversation set behind it, and the Other remainder asks you to filter or split further. In the drawer, select a row to open its details, View trace, or Open transcript.
Save and reopen views
The chart toolbar holds the view controls. The Save button appears only for roles that can manage resources.The Save view popover
Select Save. The Save view popover opens with a View name… field. Type a name such asMobile starts by deployment and select Save. A toast confirms View saved.
A saved view stores the measure, breakdown, filters, comparison, time bucket, and chart type. It does not store the scope bar range or environment, which every member sets on their side.
The Views button
Once your organization has saved views, a Views button with a count appears in the toolbar. Select it to open the Saved views list. Select a name to load it, or the trash icon beside it to delete it if your role allows. The gallery shows the same views under Saved views, with the trash icon on each tile.Share, recolor, and export
The URL holds the full report state, including the measure, breakdown, filters, comparison, and chart type. Send the URL to another member, and they open the same report.
A Related questions grid below the chart offers up to four connected measures and driver checks. Select one to load it in the builder.