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Overview Metrics

Get a high-level view of your employees’ performance across all conversations.

What This Section Covers​

The Overview dashboard helps you monitor overall activity and performance at a glance. It provides summary metrics that reflect how your employees are being used, how users interact with them, and whether the experience is improving over time.

Key Metrics​

Total Sessions​

The number of distinct conversations between users and your employees within the selected time period.

  • Can be filtered by employee, channel, or date range
  • Useful for tracking adoption and volume over time

Total Messages​

The total number of user messages and employee responses exchanged.

  • Indicates the engagement level of conversations
  • Helps estimate messaging load and system usage

Average Turns per Session​

The number of message-response pairs (turns) per conversation.

  • High averages indicate longer, more complex interactions
  • Low averages may signal quick resolutions — or early exits

Resolution Rate​

Percentage of conversations completed without manual intervention or abandonment.

  • Indicates how many sessions the employee handled successfully
  • Can be used to benchmark performance across agents

Abandonment Rate​

Percentage of sessions where the user exited without a resolution.

  • Helps identify friction points or failed interactions
  • Can trigger flags or prompt review of employee behavior

Active Agents​

Number of agents that received at least one interaction in the selected period.

  • Useful for teams managing multiple agents or channels
  • Can reveal underused or inactive agents

Filtering and Segmentation​

You can filter metrics by:

  • Agent
  • Date range
  • User segment
  • Channel (web, WhatsApp, email, etc.)

These filters allow you to zoom in on performance by product line, audience, or deployment environment.

Example Use Cases​

  • Track the adoption of a newly deployed employee
  • Monitor how usage shifts after a product launch
  • Compare weekday vs. weekend activity
  • Evaluate the impact of a prompt update

Next: Message-Level Metrics