Performance. How your agent is doing, in numbers.
See how many conversations and messages your agent handled, how many it resolved, how fast it answers, the leads it captured and the questions it could not answer.
Last 7 days
Conversations412
Resolved71%
Leads captured38
Escalations9
Where to find it
Analyze → Performance shows the selected agent. Choose the period at the top: Today, Yesterday, Last 7 days (the default), Last 30 days, This month, or a custom range. Analyze → Conversations is your inbox (see Handover and inbox) and Analyze → Leads lists your contacts (see Lead capture).
What each number means
| Metric | What it counts |
|---|---|
| Conversations | Conversations that started in the period, on every channel. |
| Messages | Messages that count towards your plan, per day. |
| Resolved by bot | The share of the period's conversations that are now marked resolved, including those your team resolved and those closed automatically after a day without activity. |
| Avg response | The average time from a customer's message to the agent's reply. |
| Message volume and Engagement trend | Messages per day. |
| Channel breakdown | Conversations per channel: website, WhatsApp, Instagram, Messenger, API. |
| Conversation status | How many are resolved, active and escalated. |
| Leads captured and Lead quality | Leads captured in the period, and how many are Hot, Warm and Cold (agents with lead capture on). |
| Escalations | Conversations from the period that are with your team right now. |
| Intent score | The average buying intent of visitors, from 0 to 10, over all time. |
| Knowledge gap | The share of conversations, over all time, where the agent could not answer two questions in a row. Fill these in Missing answers. |
When you pick a single channel, the conversation count and channel breakdown show that channel; the other numbers stay across all channels.
Improving the numbers
- A high knowledge gap means questions your knowledge does not cover: answer them in Missing answers.
- Many escalations on the same topic usually mean a missing policy or price: add it to your knowledge, or add a trigger if you want those always handed over.
- A low contact rate on the Leads page: check that lead capture is on and asks for no more than you need.