Platform
Analytics
Track conversation volume, message mix, and response times.
The dashboard's overview answers how much is happening and how the load splits between the AI and your team.
What the overview shows
| Metric | Meaning |
|---|---|
| Active conversations | Conversations in progress now — broken down by AI-handled and human-agent-handled |
| Conversations | Sessions started, for today, this week, and this month |
| Total messages | Message volume, split into visitor messages and AI messages |
| Average messages per conversation | How deep exchanges go — a proxy for whether questions get resolved |
| Average response time | How quickly visitors get an answer |
| Average session duration | How long conversations run |
| Peak hours | When your visitors actually show up — useful for staffing a human presence |
Reading the numbers
- A falling messages-per-conversation with stable volume usually means answers land on the first try.
- A rising human-agent share points at a content gap: the AI is handing more over. Check Conversations for what those visitors asked.
- Peak hours are the cheapest lever for takeover coverage — staff the two or three busiest hours before adding people anywhere else.
A weekly routine
- Compare conversation volume week over week — growth or seasonality, not day-to-day noise.
- Look at the AI/human split; investigate the conversations that escalated.
- Check response time against your own service promise.
- Feed what you learn back into the knowledge base (Knowledge base management).