Understand an agent Overview

Open an agent to see its Overview. It starts with the last 30 days so you can quickly understand what happened, what changed, and what needs attention.

Choose 7 days, 30 days, or 90 days to change the briefing. For custom dates, geography, or exports, open Analytics.

Performance

• Conversations counts conversations that started during the selected period.
• Leads counts contact details collected during that period. This metric appears only when you can view leads.
• AI handled is the share of conversations that never moved to a person.
• Satisfaction shows the average visitor rating and the number of ratings behind it. No ratings means no one submitted a rating in that period; it does not mean a score of zero.

Each metric compares the selected period with the immediately preceding period of the same length. For example, the last 30 days are compared with the 30 days before them. New means the current period has activity while the previous period had none.

The trend chart can switch between conversations and leads. Dates use your device's language and date format.

What customers ask

Popular questions highlights questions visitors asked repeatedly. Needs a better answer shows recent questions where a useful answer was not recorded. Use these lists to decide which website page, file, text snippet, or Instant Answer needs improvement.

These lists are signals for review. Test an updated answer before assuming a knowledge change solved the issue.

Store actions

Commerce activity appears only when a connected store recorded real product searches, product clicks, or successful order lookups in the selected period. These actions do not prove that the agent caused a sale and are not revenue attribution.

Needs attention

This section is live and does not change with the selected date range. Each available queue shows its four newest items. Depending on your access, it can show:

• conversations that entered human handoff;
• visitor messages you have not read;
• open support tickets.

Open Sources to inspect individual page results. A failed page can be retried from its website details when you have training permission. Website pages, files, text, and Q&A are all managed from the same Sources page.

Automation

Guided Flows lists each recent published flow by name with its starts and completions during the selected period. Active Functions lists enabled Functions by name. These sections appear only when your role and plan allow them.

New and empty agents

An agent with no conversation history shows a launch path instead of an empty chart. Add trusted knowledge, deploy the widget, and shape the first conversation.

If the agent has older conversations but none in the selected period, Overview shows factual zeros. Try 90 days or open Analytics for a custom period. It will not restart setup.

Training and delayed data

Historical performance remains visible while training or recrawling is in progress. Notices show when the agent is disabled, training failed, updates are waiting, or customer work needs attention.

Recent events can take a short time to appear. Select Refresh after a new conversation, lead, rating, or training update. If the briefing cannot load, the agent header stays available and Retry reloads only the briefing.

Permissions and unavailable sections

Overview shows only information your role can access. A missing leads, tickets, commerce, customer-demand, or knowledge section may mean there is no relevant data or your role does not include access. Restricted information is never shown as a zero.

Actions also follow your permissions. For example, only an allowed member sees retry, settings, recrawl, or knowledge-improvement actions, and only the owner can delete the agent. Ask an owner to review your role if you need another section or action.