Overview & Analytics
Understand your dashboard's real-time KPIs, conversation trends, channel distribution, and peak hours heatmap.
The Overview page is your command center — a real-time snapshot of how your AI agent and team are performing.
Key Metrics
At the top of the Overview page, four KPI cards display your most important numbers:
- Total Conversations — number of conversations in the selected time range
- Average Response Time — how quickly your AI or team responds
- Customer Satisfaction — satisfaction score from conversation feedback
- Resolution Rate — percentage of conversations resolved successfully
You can adjust the time range using the selector in the top right: 7 days, 14 days, 30 days, or 90 days.
Conversation Volume Chart
A line chart showing conversation trends over your selected time range. Use this to identify busy periods, track growth, and spot anomalies.
Channel Distribution
A pie chart showing which channels your conversations come from (e.g., Web Chat vs WhatsApp). This helps you understand where your customers prefer to engage.
Peak Hours Heatmap
A grid showing conversation activity by hour and day of the week. Use this to:
- Optimize your agent schedule for peak times
- Staff human agents during high-traffic hours
- Identify patterns in customer behavior
AI Insights Panel
The AI Insights panel surfaces automatically generated observations about your performance — unusual spikes, declining metrics, or positive trends worth noting.