# Analytics

Understand chatbot performance, customer activity, and support trends.

## Understand performance

Analytics summarizes agent activity over a selected period. Use it to identify changes in conversation volume, sentiment, resolution, and customer feedback, then inspect the underlying conversations.

## Reports and metrics

The dashboard includes conversation volume, customer sentiment, activity by time, resolution, top issues, and knowledge gaps. Agent reports also cover Chats, Sentiment, Keywords, and Feedback.

## Review a period

1. Open Analytics for the selected agent.
2. Choose the date range before comparing results.
3. Review volume alongside resolution and feedback so a change in traffic is not mistaken for a change in quality.
4. Open the issue or knowledge-gap workflow to investigate recurring problems.

## Interpret the results

An empty report means there is no data in the selected scope, or the report has not loaded. A rating reflects submitted feedback, not every conversation. Estimated savings and automatic classifications are indicators for review, not guarantees of business outcomes.