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Overview and Analytics

Overview​

KiloBot provides a fast agent Overview dashboard and deeper Analytics for volume, team and channel performance, topics, and sentiment. Use these pages to spot change and decide what to fix next. Available sections depend on the workspace plan and user permissions.

Spot changes from Overview​

Overview summarizes high-level activity for the selected agent. Use it to notice shifts that deserve a closer look, not as a substitute for reading real conversations.

  1. Open Overview for the selected agent.
  2. Review activity, common topics, customer sentiment, and other high-level signals.

Compare team and channel performance​

Analytics adds measures such as customers by channel, conversion rate, drop-off rate, average first reply time, and average time to conversion.

  1. Open Analytics.
  2. Review measures such as customers by channel, conversion rate, drop-off rate, average first reply time, and average time to conversion.
  3. Compare team views across members and channel views by source.

Channel views help explain where customers originate and which sources produce outcomes.

Investigate topics and sentiment​

Topic and sentiment views group conversation themes and customer response over time. Treat aggregated labels as a starting point, not the final answer.

  1. Open topic analysis to group conversation themes.
  2. Review sentiment to see how customers respond over time.
  3. Open related conversations before making a major change.

Interpret metrics consistently​

Conversion and drop-off depend on lead outcomes and customer state. Response-time metrics depend on inbound and outgoing message timing.

If the team does not update lead temperature, assignment, or conversation outcomes consistently, the resulting metrics will be less reliable.

Turn insight into action​

When a metric surprises you, trace it back to configuration and operating practice before changing the product setup.

tip

Review a small sample of conversations behind every surprising metric. The thread and Action History provide context a chart cannot show.

Usage and billingPlan limits, credits, and provider charges that affect analytics access