| Page | What It Covers |
|---|---|
| Overview | Real-time operations status, today’s performance summary, and 7-day trends for conversations, tickets, and escalations. |
| AI Agents | AI effectiveness KPIs, per-agent performance, response time analysis, conversation heatmaps, and escalation patterns. |
| Human Agents | Team summary, agent leaderboard, workload distribution, ticket trends, and response time analysis. |
Overview Page
The Overview page (also called Agent Productivity) gives you a live snapshot of your operations. It auto-refreshes every 5 minutes, or you can click the refresh button in the top-right corner to update manually.
Real-Time Status
Four cards at the top show your current operational state:| Metric | Description |
|---|---|
| Active Conversations | The number of conversation threads currently open. |
| Queue Depth | How many conversations are waiting for a human response. |
| Avg Wait Time | The average time visitors spend waiting in the queue. |
| Agents Online | The number of team members currently available to respond. |
Today’s Performance (vs Yesterday)
A set of summary cards compares today’s numbers to yesterday. Each card shows the current value and the percentage change. Metrics include:| Metric | Description |
|---|---|
| Total Conversations | All conversations started today. |
| Containment Rate | Percentage of conversations resolved without human intervention. |
| Escalation Rate | Percentage of conversations handed off to a human agent. |
| Avg Resolution Time | Average time from conversation start to close. |
| Open Tickets | Currently open support tickets. |
| In Progress Tickets | Tickets being actively worked on. |
| Closed Tickets | Tickets resolved today. |
| Overdue Tickets | Tickets that have been open for more than 48 hours. |
Conversation Distribution (Last 7 Days)
Two charts show conversation volume broken down by channel:- Conversation Mix — A pie chart showing the percentage split across channels (Website, SMS, WhatsApp, Messenger, Email, Zalo, Zalo OA).
- Conversation Trend — A stacked bar chart showing daily volume by channel over the past 7 days.
Ticket Distribution (Last 7 Days)
Two charts show ticket activity:- Daily Ticket Status — A bar chart showing tickets grouped by status (Open, In Progress, Closed) for each day.
- Ticket Trend — A bar chart showing daily ticket volume broken down by channel.
Escalation Trends (Last 7 Days)
- Escalation Trend — A line or bar chart showing the number of escalations per day.
- Escalations by Channel — A horizontal bar chart showing which channels generate the most escalations.
AI Agents Page
The AI Agents page focuses on how well your AI agents are performing. Use the date range selector in the top-right corner to choose a time period (defaults to the last 7 days).AI Effectiveness KPIs
Summary cards showing key metrics such as total AI conversations, containment rate, and average messages per conversation.Agent Performance Table
A table listing each Chat Agent with its individual performance metrics, so you can compare agents side by side.Response Performance
Two side-by-side charts:- Response Time Histogram — Shows the distribution of AI response times, along with the average response time in seconds.
- Messages Per Conversation — Shows the distribution of how many messages are exchanged in a typical AI conversation, along with the overall average.
Conversations by Day
A chart showing daily conversation volume broken down by individual Chat Agent, so you can see which agents are handling the most traffic.Conversation Heatmap
A heatmap showing when conversations happen throughout the week — which days and hours see the highest volume. Use this to understand peak traffic patterns.Escalation Heatmap
A heatmap showing when escalations to human agents occur. Identifying peak escalation times helps you staff human agents during the hours they are needed most.Human Agents Page
The Human Agents page tracks the performance of your human team members. Use the date range selector in the top-right corner to choose a time period.Team Summary
Summary cards showing overall team metrics such as total conversations handled by humans, tickets processed, and average response time.Agent Leaderboard
A ranked table of team members showing who is handling the most conversations and tickets. Use this to identify top performers and balance workload.Workload Distribution
A chart showing how conversations and tickets are distributed across team members, helping you spot uneven workloads.Ticket Trend
A chart showing ticket creation and resolution trends over the selected time period.Response Time Analysis
A chart showing human agent response times. This helps you identify bottlenecks and set expectations for your team’s responsiveness.Tips
- Check the Overview page at the start of each day to see your real-time queue depth and ensure adequate staffing.
- Use the AI Agents page to compare agent performance after making changes to prompts or knowledge bases — look for improvements in containment rate and evaluation pass rate.
- The Conversation Heatmap on the AI Agents page is valuable for deciding when to schedule human agents, since it shows exactly when your visitors are most active.
- The Escalation Trends chart helps you identify whether changes to your AI agents are reducing or increasing the need for human intervention over time.
- All analytics pages have a manual refresh button if you need the latest data without waiting for the auto-refresh cycle.