Understanding Metrics

Analytics helps you track performance over time and understand what is driving results. Use it to answer questions like:

Are we resolving more conversations with AI this week than last week?
Which channels, topics, or intents drive the most escalations?
Where should we focus to improve overall outcomes?

The basics

Date range: Sets the window you are measuring.
Timezone: Controls where days and weeks start for charts and comparisons.
Filters: Narrow results to a specific agent, channel, topic, intent, sentiment, or other attributes.
Group by: Break a metric into segments to compare performance side by side.
Time bucket: For trend charts, choose hour/day/week to trade off detail vs clarity.

Common metrics

Metric	What it means
Conversation volume	How many conversations occurred in a period
AI resolution rate	Share of conversations resolved by the AI (soft or hard)
First response time	Time to the first reply
Time to resolution	Time from start to resolution
CSAT score	Average customer rating where CSAT is collected
CSAT response rate	Percentage of conversations with a CSAT response
Sentiment	Positive, neutral, or negative sentiment trends

Resolution definitions

Resolution	Description
Soft	Closed without explicit confirmation from the customer
Hard	Customer explicitly confirmed resolution
Human	A human resolved the issue
Escalated	The conversation was handed to a human

How to use Analytics

Start broad: pick a date range and scan totals and trends.
Add one filter at a time to isolate where a change is happening.
Use group by to find segments that are outperforming or underperforming.
Use tables to prioritize: high volume plus a meaningful rate change is usually the best place to start.

For deeper insight, drill into a single channel or agent to see how outcomes change based on different workflows or response types.

Some tables include an impact column. Impact is a prioritization hint: it estimates where improving a segment would move overall results the most.

Dashboards

Use dashboards when you want to save a view (multiple charts and notes) and revisit it regularly.