Conversations Analytics and topics
Analytics and topics
See what customers ask and how well the assistant answers.
Analytics
The Analytics page gives you the big picture for any date range, compared with the previous period:
- Conversations, messages, tickets, and handoffs.
- Satisfaction: thumbs up and thumbs down from customers on individual answers.
- Resolution rate: how many conversations the assistant handled without a person.
- Engagement: daily and active users, and how often they come back.
Topics
Topics groups conversations by what customers asked about, so you can see what matters most.
- Sort topics by volume or by CX Score to find where customers are least satisfied.
- Rename, merge, or hide topics to match how your team thinks about them.
- Topics update every night. Press Recompute to refresh them now.
- Uncategorized shows conversations that don't fit a topic yet.
Knowledge gaps
The Knowledge gaps pane lists questions the assistant probably couldn't answer. Turn one into a draft answer in Content with one click, then review and publish it. See Improving answers.