Analytics overview
Every metric on the analytics dashboard in plain language — deflection, resolution, CSAT, conversion, and credits used.
Analytics answers one question: is the agent doing useful work? Pick a rolling range — last 7, 30, or 90 days — and every figure on the page moves with it.
Test chats from the playground are excluded from the outcome metrics, so your own experiments do not flatter the numbers.
Outcome metrics
| Metric | Plain meaning |
|---|---|
| Resolution rate | Share of conversations that ended closed. |
| Deflection rate | Share the AI handled with no human handoff. The headline number. |
| Handoff rate | Share escalated to a person. The mirror of deflection. |
| CSAT | Average 1–5 rating from the end-of-chat card, plus the share rated 4 or 5. |
| Conversion rate | Share of conversations that captured at least one lead. |
| Appointments | Successful book_appointment runs. |
| Tickets | Successful create_ticket runs. |
| Hours saved | Estimated human time avoided. |
| Cost saved | That time priced at your configured agent cost. See Agent cost. |
Hours and cost saved are estimates built from your own agent-cost setting. They are useful for a trend and for a board slide; they are not an accounting figure.
Volume and quality
- Conversations — total, split into public and test.
- Messages and AI replies.
- Unanswered — replies with no sources attached. The same signal that drives
- Average latency — how long answers take.
- Messages over time — the volume series for the selected range.
- Top questions — the most frequent real questions, which is where
topics starts.
- Recent feedback — verbatim CSAT comments, lowest ratings first.
The analytics dashboard
/screenshots/app/analytics.pngCredits used: why two numbers differ
The Credits used tile on Analytics and Credits used this month on Billing count different things, deliberately:
| Figure | Counts |
|---|---|
| Analytics — Credits used | Every usage event in the range, including record-only overhead and usage that never drew down a balance |
| Billing — Credits used this month | Only the ledger debits for the current UTC calendar month |
So Analytics ≥ Billing is expected, not a bug. Analytics tells you what the AI did; Billing tells you what you were charged for. See Credits and top-ups.
Where to go next
Last updated