We've shipped a major update to the Analytics dashboard. Here's what's new.
Key Metrics
The top of the dashboard now shows four primary metrics: total conversations, resolution rate, AI message count, and total visitors. Each updates in real-time as new data comes in.
Channel Breakdown
See how conversations are distributed across channels: AI Chat, Human Agent, and Voice Calls. This helps you understand where your team's time is going and whether the AI is handling its share.
Sentiment Distribution
Every conversation is tagged with a sentiment: positive, neutral, or negative. The analytics dashboard shows the distribution as a visual bar chart. Track trends over time to see if your AI training is improving customer satisfaction.
AI Performance
Three dedicated metrics for AI effectiveness: resolution rate (conversations resolved without human intervention), escalation rate (conversations that needed a human), and positive sentiment rate (percentage of AI conversations with positive sentiment).
What's Next
We're working on time-series charts, custom date ranges, and exportable reports. Stay tuned.