Analytics & Monitoring
Analytics
Activity gives you individual conversations. Analytics gives you aggregates — volume curves, geography, topic clusters, and sentiment trends — so you can see whether the agent is improving over time.
Three reports
Analytics splits into three sub-pages, accessible from the sidebar under Analytics:
- Chats — volume metrics + geographic distribution
- Topics — clustered themes across conversations
- Sentiment — emotional tone over time
They’re intentionally focused — each page answers one question well rather than trying to be a kitchen-sink dashboard.
Chats
The starting point. Four KPI cards across the top — total conversations, total messages, thumbs up, thumbs down — followed by a Chats-started area chart, a world map of conversations by country, and a bottom row covering top pages + chats by channel.
Topics
Conversations grouped by recurring theme — “billing”, “refunds”, “feature X”, etc. — auto-derived from message content. Two views: a graph (clusters as bubbles sized by frequency) and a pie chart (proportional split).
The right rail shows total topics + a View All CTA that opens the full topic list with click-through to the underlying conversations.
Sentiment
A stacked area chart showing the sentiment mix over time: Neutral / Positive / Negative / Unspecified. Header date range picker scopes the window. Same Graph / Pie Chart toggle as Topics for switching the visualization.
The four colour legend below the chart maps each band to its sentiment class — handy for quick reads.
Tier gates
- Free — all three pages blocked; upgrade prompt overlays the empty preview
- Go+ — Chats unlocks (basic analytics)
- Pro — Topics and Sentiment unlock (advanced reporting)
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