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.
- You need at least one deployment that has handled a conversation. Until then the tab shows Waiting for first events.
- Read Analytics overview for the scope bar, the freshness stamp, and the Conversations drawer. This page does not repeat them.
Open the tab and set the scope
1
Open Analytics from the sidebar
The Overview tab opens first. The other tabs are Goals, Improve, Team, and Explore.
2
Choose a range, a deployment, and Live or Test
Every card on the tab follows the scope bar. For example, choose 28d, then Support agent, then Live.
Read the Trend card
The card title reads Trend · followed by the active metric name, such as Trend · Automation rate. Hover the metric name for its definition.Metric tabs
The tab row holds four metrics, and a fifth appears once at least one conversation in the window has achieved a goal. Each tab shows its rate for the window and a delta in points against the previous period, such as 62.4% and 3.1pts up.
An engaged conversation is one where the end user sent at least one message. Green deltas are good. For Escalation rate, a drop is the good direction.
Headline and chart
The right side of the card shows the big number, its delta, and the label vs previous period. On Automation rate, a narration line adds context, for example 412 of 980 conversations resolved end-to-end by AI. The chart draws one point per day, or one per hour on the 24h range. The legend reads This period for the solid line and Previous period for the dashed line. If nothing ran in the window, the chart area shows No conversations in this window. A footnote can appear under the chart when the cohort is still settling. It means conversations started in the last 48 hours can still change the numbers, so treat the newest points as provisional.Point popover
Select any point on the line to open a small popover. It shows the bucket, the metric name, and the value, followed by two actions.PNG button
The PNG button downloads the chart as an image with the card title and the date range overlaid. It stays disabled while the chart loads or has no data.Compare flow versions
Release markers appear on the Trend chart only when you select one deployment and the Live environment. Each marker is a dashed vertical line labeled Publish v3, or 2 publishes when several publishes fall in one bucket.1
Hover a marker
The tooltip lists the agent name, version, publish time, and who published it. It ends with Compare with previous version or No previous version to compare.
2
Select Compare with previous version
The card title changes to Compare versions · with the metric name. A Trend and Compare versions switch appears so you can return to the trend.
3
Read the comparison
The legend names each version with its conversation count. The headline reads like v2 54% → v3 61.5% with a delta.
Follow the Conversation flow
The Conversation flow card is a flow diagram with three columns and a total that reads, for example, 980 conversations started.
The outcomes map to how a conversation ended.
- Resolved covers conversations resolved by AI or by a human agent.
- Escalated means a handoff was requested and the conversation never resolved.
- Dropped off covers abandoned and bounced conversations.
- Still active counts conversations that have not ended yet.
Compare channels
The Channel performance table shows one row per channel, and its header counts them, such as 2 channels.
Each row ends with two actions. The View conversations action opens the Conversations drawer filtered to that channel, and Open in Explore opens the channel breakdown in Explore with that channel selected. An empty window shows No channel activity in this window.
Read the conversion cards
The conversion cards appear above the Trend card only when you select one deployment and that deployment has a primary goal. With All deployments selected, they stay hidden. To set a primary goal, see Track goals.Primary goal headline
The headline card is labeled Primary goal and shows the count of achievements with a label built from the goal, such as 38 leads captured. A line under it reads, for example, From 35 people · each conversation is counted once. Web deployments add a Visitor conversion panel on the right. It shows the share of tracked end users who achieved the goal within 24 hours, with a delta and a sentence such as of bot visitors became leads. Before that day passes, the panel reads Available after 24 hours. If tracking covers too few end users, it reads Not enough tracking coverage and explains that ad blockers hide some of them. If the goal delivers captured data to an integration, a footer counts deliveries, for example 36 sent to your webhook · 2 need attention.Conversion funnel
The Conversion funnel card walks from the first step to the goal. Web deployments start at Bot visitors, and every deployment continues with Conversations and then the goal name.
The Web visits card shows Visits, Opened widget, and Engaged, with a line such as 12.5% of visitors engaged · 120 conversations. Before the widget has loaded on your site, it shows No web visits in this window.
A deployment with no web channel and campaign sends in the window adds a Campaign funnel card beside the conversion funnel. Its steps are Campaign sent, Delivered, and Replied (= Conversations), because a reply starts a conversation.
Top sources
The Top lead sources card, or Top sources for followed by the goal name, ranks where conversations started. It lists up to five groups. Switch the grouping with the UTM source, Campaign, and Page tabs. Columns are the group label, Conversations, the goal count with a bar, and Conversion rate. Untagged traffic appears as Direct / untagged. When no conversation in the window carries source data, the card asks you to addutm_source tags to your campaign links.