Agent Analytics
Track conversations, messages, and customer feedback for each agent over a date range you choose.
In your agent, go to Activity > Analytics.
Metrics
| Metric | Meaning |
|---|---|
| Conversations | How many conversations the agent had. |
| Messages | How many messages were sent, by visitors, the agent, and teammates. |
| Positive feedback | Replies visitors marked as Helpful. |
| Negative feedback | Replies visitors marked as Not helpful. |
The Messages per day chart shows how activity changes over time.
Choose a date range
Pick a Start date and End date, then select Apply range.
Where feedback comes from
Visitors can rate each reply with Helpful or Not helpful. A rising share of negative feedback usually means the agent is missing knowledge or needs clearer instructions. See Conversations to find and fix those replies.
Quick view on Overview
The agent’s Overview page shows the same totals under Usage, plus a Needs attention list of feedback, knowledge sources, and tickets to review.