Monitor conversation volume, sentiment, and user reactions over time. Filter by agent and date range, compare periods, and see breakdowns by tag and agent.

Insights is the analytics area of the Admin Console. It helps you understand how assistants are used, how users feel about the experience, and where attention may be needed—using the same filters across metrics and charts.

Filters

At the top of the page you can narrow what the dashboard shows:

Agents — Select one or more agents. Only conversations handled by the chosen agents are included.
Time presets — Quick ranges: 7 days, 30 days, or 90 days.
Custom range — Set a from and to date to analyze any period you need.
Comparison period — The dashboard compares the selected range to the previous period of the same length (for example, if you pick a 7-day window, metrics are compared to the 7 days immediately before). The comparison dates are shown next to the filters so you always know what “previous” means.

Summary metrics

The top row summarizes key indicators for the selected period, each with a change versus the previous period (percentage or percentage points, depending on the metric):

Conversations — Total number of conversations in the range.
Messages per conversation — Average number of messages per conversation (a simple proxy for depth of engagement).
Sentiments — Share of conversations classified with positive and negative sentiment (auto-detected by AI).
Reactions — Share of conversations where users left a thumbs up or thumbs down on the assistant’s reply, including change versus the previous period.

These cards give you a quick health check before you dive into trends and breakdowns.

Charts and breakdowns

Below the summary, the dashboard visualizes the same period with several views (exact layout may vary as the product evolves):

Trend over time — Typically a line chart for daily conversation volume, and/or trends that split volume by sentiment (for example positive vs. negative) so you can spot spikes or shifts on specific days.
By tag — Horizontal charts that show how conversations relate to tags (for example volume per tag, or a positive / neutral / negative split per tag). Tags reflect how conversations were categorized in your workspace (for example topics such as onboarding or billing).
By agent — Similar breakdowns per agent, so you can compare workload and sentiment across assistants (for example customer success vs. product specialist).

Tooltips on the charts help you read exact counts or percentages.

How to use Insights

Operational monitoring — Watch conversation volume and reactions after a launch, a campaign, or a change in agent instructions.
Quality and sentiment — Track sentiment and thumbs up/down over time to see whether users are satisfied and where friction appears.
Prioritization — Use tag and agent breakdowns to see which areas drive volume or negative signal, and pair that with configuration or knowledge updates elsewhere in the Admin Console.

Insights is read-only: it does not change agents or content; use it to decide where to act next.