Around the first week of September 2025, the Conversations Dashboard will be updated to include a unified filter that applies both to the KPIs and the Conversations Table, ensuring consistent data views.
Additionally, our team is currently working on fixing certain reporting bugs affecting KPIs to improve accuracy and reliability.
Overview of the Dashboard
When you access the Conversations Dashboard, you will see:- KPIs (Key Performance Indicators): High-level metrics summarizing performance.
- Conversations Table: A detailed list of all conversations with users.
- Conversation Panel: A right-side panel that shows more details when you click on a conversation.
KPIs Cards
The top section provides at-a-glance metrics:- Total conversations – The number of conversations in the selected time range.
- Average duration – The average length of conversations.
- User messages – Average number of messages sent by users.
- Agent messages – Average number of messages sent by the agent.
Green arrows indicate growth compared to the previous period, while red arrows indicate a decrease.
Green arrows indicate growth compared to the previous period, while red arrows indicate a decrease.
Conversations Table
Below the KPIs, you will find a table with all recorded conversations. Each row represents a conversation with details such as:- Channel: The communication channel used (e.g., Freshchat Bubble).
- Profile Name: Name of the user (if captured by the channel).
- External ID: User ID from the channel.
- Last Message: Preview of the most recent message in the conversation.
- Number of Messages: Total messages exchanged (with the AI agent).
- First Response Time (FRT): The time elapsed between the user’s first message and the agent’s first reply. Displayed in a human-readable format (e.g.,
45s,2m 30s,1h 15m). - Average Response Time (ART): The average time the agent took to respond across all messages in the conversation. Uses the same human-readable format as FRT.
- Start: Date and time when the conversation started.
- Control: Indicates who handled the conversation. For AI-handled conversations, a generic label is shown (e.g., “AI”). For human-handled conversations, the name of the specialist who took over is displayed.
- Flag: A quality flag assigned to the conversation (Good, Bad, or Needs Attention).
Column Visibility & Reordering
You can customize the table to focus on the data that matters most:- Show or hide columns — Click the columns menu and toggle visibility by clicking the column name or the eye icon next to it.
- Reorder columns — Drag columns in the columns menu to rearrange their order in the table.
Filters
The Conversations Explorer includes a powerful filter bar that lets you slice the data across multiple dimensions:- Date range — Use presets (Today, Last 7 days, Month-to-date, Quarter-to-date, Year-to-date) or pick a custom range.
- Channel — Filter by one or more communication channels. Each channel option displays its recognizable icon for quick identification.
- Status — Filter by conversation status (Active, Ended, etc.).
- Control — Filter by who handled the conversation (AI or human).
- Flag — Filter by conversation quality flag (Good, Bad, Needs Attention).
- Tools — Filter by the tools/skills used during the conversation.
- Metadata — Add key-value metadata filters for advanced segmentation.
- Search — Free-text search across conversations.
Conversation Panel
When you click on a conversation row, a detailed side panel opens showing:- Conversation details — Status (shown with color-coded badges: green for active, purple for ended), channel, start time, message counts, response times, and quality flag.
- Flag indicator — Flags are displayed as styled badges with intuitive icons: a thumbs-up for Good, thumbs-down for Bad, and a flag icon for Needs Attention.
- Chat transcript — The full conversation between the user and the agent.
- Metadata — If additional metadata was captured (e.g., handoff data), it is displayed in a syntax-highlighted JSON view with keys visually distinguished for easy reading.