Who has access
Roles and permissions →
Workspace overview
The top of the screen shows the Workspace overview (last 30 days):
While the workspace does not have enough conversations yet, the screen shows No data available yet. Use Refresh data after the first conversations happen.
Available reports
Conversations report
Volume, status and split of conversations between AI, team and hybrid, by channel, team and period, with a heatmap and a contact ranking.
360° View and AI analysis
Everything about a conversation on one screen, with quality, sentiment, risk analysis and coaching suggestions.
Performance & Quality (coming soon)
SLA, satisfaction, times and workload by team, team member and AI agent.
Two different yardsticks
Reports measure service (conversations). The progress of processes (deals) is tracked in Pipelines, with the owner, priority, due date and stage deadline filters.
Work with deals →
Before analyzing the numbers
Reports depend on how your operation is configured. Check:- Track time goal and Time to resolve (hours) on each team.
- Team Calendar with the real business hours.
- Satisfaction Survey turned on for teams that serve customers.
- Rules for closing conversations. On the AI agent, turn on Allow closing conversation so it closes the conversations it resolved. Conversations left open indefinitely distort the active conversation and time figures.
Best practices
- Set a routine: the workspace overview every week, a sample of conversations in the 360° View every week and the conversations report at month end.
- Compare equal periods, such as week over week, so you do not mistake seasonality for real change.
- Turn what the reports show into action: AI agent training, team schedule adjustments or a review of quick replies.
Next steps
Conversations report
Volume, channels, peak times and who handled each conversation.
360° View and AI analysis
Evaluate the quality of each interaction.