Analytics & conversations
Organization analytics
A consolidated view across every agent in your organization.
Where it lives
The organization-wide Analytics page (separate from each agent's own Analytics tab) rolls up activity across every agent you run, with the same filtering pattern: date range, and drill-down by agent.
KPIs
Conversations, Customers, Grounded %, Average latency, Escalation rate, Resolution rate, and total Agents. Unlike the per-agent Analytics page, escalation rate and resolution rate are live here — this is the place to look for those figures today.
By-agent breakdown
A table comparing every agent side by side: customers, sessions, grounded %, latency, escalated count, resolved count, and last activity — each row links into that agent's own Analytics tab for a deeper look.
Charts
Sessions per day by agent, token spend per day, requests per day, conversations by channel type, and conversations by status.
When to use this vs. per-agent analytics
Use this page for portfolio-level questions ("which agent needs attention," "how much are we spending across everything"). Use an individual agent's Analytics tab once you know which agent you're investigating and want its own transcripts and customer memory.