Analytics (Operate → Analytics) is your in-product business intelligence — no external BI tools required. Metrics come from real conversations: volume, success rate, unique customers, channels, peak hours, and AI-generated insights with recommended next steps.
Time range & comparison
Switch between 7, 30, and 90 day windows. KPI cards show change vs the prior period of equal length. Data is pre-aggregated for scale and refreshed in real time for today.
Business KPIs
| Metric | Meaning |
|---|---|
| Conversations | Total sessions started by customers. |
| Success rate | Share that reached a completed end state. |
| Unique customers | Distinct end-users in the period. |
| Avg chat length | Typical time spent per conversation. |
| Handled without escalation | Turns that did not hit fallback. |
| Unanswered questions | Messages with no intent match. |
Insights & recommendations
Metrics update as conversations start. Success rate and funnel detail refine when a session ends (completed, failed, or abandoned). Sessions still in progress appear in volume counts and History immediately.
Workflows have their own Analytics tab with KPIs scoped to orchestration runs. Simulator and chain traffic share the workspace rpm_cap_per_agent limit (Agent ops settings) per workflow or chain id.