Overview is the headline of your dashboard. It answers, in one screen: how the bot is performing, how AI compares to scripted, how much activity you have, and what users are talking about. AI-computed widgets carry an AI badge.

All three global filters — Languages, Channels and the date range — apply here, and the over-time charts each have their own Daily / Weekly / Monthly granularity control.

Conversation Flow

How do conversations travel through the system?

A Sankey diagram of the end-to-end journey: entry channel → topic → treatment → outcome. The legend splits flows into Automated / Handovered and Resolved / Unresolved. It's the fastest way to see where volume concentrates and where it leaks.

Drill-down: click any node or link to open the conversations behind that path, pre-filtered. This is AI-powered, so on a date range before 1 January 2026 it shows the "AI analysis unavailable" placeholder.

Health

How is the bot performing?

The KPI row, in two tiers:

• Primary: Resolution (%), CX Score (/10), Handover rate (%) — each with a trend badge.
• Secondary: Knowledge Gap (%), Satisfaction score (/10), Automation rate (%), Conversations (count).

Resolution, CX Score and Handover rate carry the AI badge; Knowledge Gap is AI-computed too.

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Automation rate is the "no-handover" number

If you're used to reading resolution as "the bot answered without a human", that view lives here, as Automation rate — not as Resolution. AI Resolution counts a correct handover as resolved; the two are deliberately different.

AI Impact

How does AI compare to scripted?

A usage donut showing the split between conversations handled by an AI step and conversations handled by scripted flows, followed by four side-by-side comparison cards: Resolution (%), Knowledge Gap (%, lower is better), CX Score (/10) and CSAT (/5). Each pair is labelled AI vs Scripted, with the sample size (n =) behind each bar. When a comparison doesn't have enough conversations to be trustworthy, the card says Not enough CSAT data instead of showing a number.

This is the section to open before deciding where to put a Gen AI step next — see How to improve your resolution → AI vs scripted. Read it as a signal, not a controlled experiment: AI steps are enabled on specific use cases, so the gap mixes "what AI does" with "where AI is deployed".

Volume

How much conversation activity?

A grouped bar chart plotting Conversations and Customers over time, plus tiles for Conversations, Customers, Messages / conversation and Avg. duration. No AI here — this is raw activity, and it covers your full history (no 2026 cutoff).

Louis

How is the AI agent performing?

Five KPI cards focused on the AI agent: Involvement (% of conversations Louis took part in), Resolution (/%), CX Score (/10), CSAT (/10) and Handover rate (%). Involvement carries the AI badge.

Drill-down: Involvement opens the conversations Louis handled; CSAT opens the negatively-rated ones; Handover opens the handed-over ones.

Topics

What are users talking about?

Two stacked blocks:

• Topics by volume — a treemap sized by conversation volume (each cell's tooltip shows conversations + CX /10), with an Aggregate / Over time toggle. Over time switches to a stacked area chart where you can compare up to five topics.
• Topic details — a sortable table: Topic, Volume, CX Score, Resolution, Knowledge Gap. This is the table to sort when you want to rank topics by any AI metric.

Both carry the AI badge. Drill-down: click a treemap cell or a table row to open that topic's conversations. For what to do next, see Topics and the How-to guides.