Skip to main content
Analytics answers one question: did the agent do its job. It is deliberately separate from usage, which is what you owe us. Mixing the two is how a product starts feeling like a meter. Nothing here is a forecast, a score, or an invented composite index. Every figure is a count you could arrive at yourself by reading your own inbox.

​
The four numbers

“Needed a person” is not a failure metric. A business with nobody watching turns escalation off entirely — it is the number that tells you whether the setup is working.

​
Over time

Conversations and leads per day, drawn as two charts rather than one. They are deliberately not plotted together. Leads are a small fraction of conversations — 200 conversations and 9 leads is doing well — so on a shared axis the line that matters most would sit flat against zero.

​
When people write

Conversations by hour of day, in UTC. The question behind it is operational rather than analytical: when should somebody be near the inbox. An escalation at 09:00 gets answered; the same one at 23:00 is a customer who waited overnight.

​
Questions it could not answer

The most useful page in the product. These are questions the agent searched your material for and found nothing on, so it had to say it did not know. Each row is a page you could write, or a paragraph you could paste into Knowledge. Work this list and the “found an answer” number climbs on its own.

​
What people ask most

Grouped by exact wording, so the same question asked two ways appears twice. Frequently a surprise to whoever wrote the website.