Agents

The agent overview tab

Every card, number and header control on an agent's Overview tab, and where each one comes from.

Overview is the tab an agent opens on. Nothing on it is editable: read it to see whether the agent is live, how much work it did in the last 30 days, what it has cost this month, and what it said in its last three conversations. Everything you can change lives on the other tabs.

The header

The header sits above every tab, so it is the same on Persona, Voice and the rest.

Control What it shows
Name and description The agent's name and description. With no description it reads No description
Last updated: When the agent was last changed
Status chip Live for a live agent, Archived for an archived one
Pause Agent Archives the agent. On an archived agent the same control reads Restore
Test Opens the live playground. Disabled while the agent is archived, and reads Starting… while a session is being set up

Pause Agent and archiving are the same action, and an agent is either live or archived. An archived agent also gets a banner under the header saying it cannot take calls or start a session until you restore it.

The tab row underneath carries Overview, Persona, Voice, Knowledge, Tools, Channels, Conversations and Settings.

The recommendation strip

A row of suggestion cards at the top of the tab. Each one is a shortcut to a tab, not a report on how your agent is set up:

  • Get your agent ready, shown while the agent has had no voice calls and no text conversations. Continue setup opens the Persona tab.
  • Add test coverage, always shown. Add tests opens the live playground.
  • Connect a channel, always shown. Start Connect opens the Channels tab.

For what the agent has actually done, read Performance overview below.

Performance overview

Five cards. Until the agent has had at least one voice call or one text conversation they are replaced by Performance data will appear after your agent goes live, and the heading reads Overview numbers rather than Performance overview.

Card Its detail line What it counts
Voice calls last 30 days Voice conversations in the window
Text conversations last 30 days Text conversations in the window
Unique customers last 30 days Distinct contacts across those conversations
Avg. call duration last 30 days Total voice seconds divided by the voice calls that reached an end, shown as seconds under a minute and as minutes and seconds above it
Credits used this month Credits charged since the start of the calendar month

The first four read a rolling 30-day window. Credits used is measured from the first of the current calendar month instead, which is why its detail line says this month. Compare it against your plan, not against the other four cards.

Last test results

Last test results shows No tests run yet and a button that opens the live playground. Test an agent by talking to it there: see Test your agent.

Recent conversations

The three most recent conversations for this agent. Each row shows the customer, the last message if there is one, the channel it came in on, the date and time it started, and its status, with a failed status marked in red. A phone icon means a voice conversation and a speech-bubble icon means a text one. Selecting a row opens that conversation on the Conversations tab. View All goes to the same tab without opening anything.

With no conversations yet, the section says Conversations will appear here after you connect a channel and your agent goes live and offers Connect channel.

Worked example

An agent shows Voice calls 42, Text conversations 6, Unique customers 31, Avg. call duration 1m 12s and Credits used 380.

That is 48 conversations from 31 people in 30 days, so callers are coming back. An average call of 1m 12s on a support agent is short enough to suspect callers are hanging up early, so open Recent conversations, read three transcripts end to end, and check whether the agent is ending conversations before the question is answered. The 380 credits are this month only; a 30-day comparison lives on Analytics.

When the numbers fail to load

The cards and the recent conversations are fetched together, so one failure blanks both. The tab is replaced by Couldn't load analytics with the body Check your connection and try again. and a Retry button that fetches them again.

FAQ

Can I change the 30-day window?

Not on this tab. For other windows and a breakdown per channel, use Analytics.

Why does Credits used not match the other cards?

It counts the current calendar month, while the other four count the last 30 days. On the 2nd of the month it is almost always the smaller number.

Why is Avg. call duration empty when I have had calls?

It only counts voice calls that reached an end. A call still running, or one that failed before it ended, is not in the average.

Does the Overview tab show text and voice together?

The counts are split into Voice calls and Text conversations. Unique customers, Credits used and Recent conversations cover both.

Nothing on this tab is editable. Where do I change things?

On the other tabs: Persona for wording, Voice for the voice and the model, Knowledge for sources, Tools, Channels and Settings for the rest.