Understand workspace analytics

Analytics helps you move from individual conversations to workspace-level patterns. Use it to answer what is being used, where customers are getting stuck, and what to improve next.

A useful review routine

Daily: check conversation volume, unresolved inbox items, and failed or escalated interactions.
Weekly: compare channel activity, agent outcomes, and campaign performance.
After a change: compare the period before and after an instruction, workflow, or channel update.

High volume is not automatically success. Pair activity with outcomes such as resolved conversations, completed calls, handoffs, and response quality.

Keep a short changelog for production changes. It makes analytics much easier to interpret when a metric moves unexpectedly.

Continue with Call Logs for conversation-level detail or Campaigns for outbound performance.