Understanding Your Dashboards
Dashboards are where your insights live. Each dashboard is a collection of question cards (saved answers to questions about your data) that your whole team can view. This article explains how dashboards are organized and how to read the cards on them.
How dashboards are organized
When the AI Analytics Assistant is set up for your organization, you start with a set of ready-made dashboards. You don't begin from a blank slate. Dashboards are typically organized by channel, so the insights for each part of your operation stay separate and easy to read. Depending on your setup, you might have separate dashboards for your helpdesk, your bot, and your live agent conversations.
If you run more than one bot (for example, a customer-facing bot and an employee-facing bot), each one gets its own dashboard so the insights stay clean and separate.
You can switch between dashboards from the dashboard list in the left sidebar.
Reading a question card
Every card on a dashboard represents a question that was asked about your data. A card shows:
- The question it answers (for example, "What are the top contact reasons in helpdesk tickets?")
- A chart or visualization of the answer
- A written summary highlighting what the data shows
Cards give you the answer at a glance. To explore the underlying detail or ask a related question, open the chat.
What your dashboards come with
Your dashboards arrive pre-loaded with question cards, so you land on relevant insights from day one rather than building everything yourself. Our team tailors the starting set to your organization during setup (a common starting point is a top contact reasons card for each channel), but the exact cards you see will vary depending on how your dashboards were configured.
Whatever you start with, the cards are yours to change: remove cards you don't need, rename them, rearrange them, and add your own by pinning answers from chat. See Understanding Your Dashboards.
A note on what cards display
Each card shows the answer captured at the moment it was pinned. It's a snapshot, not a live number that changes every time you open it. Your underlying data is kept up to date automatically, and you can refresh cards whenever you want the latest figures. To understand exactly when numbers update, see How Your Data Stays Up to Date.
Creating a dashboard
- In the AI Analytics Assistant, open the dashboard list.
- Click in the + icon next to Dashboards.
- Give the dashboard a name and save.
Your new dashboard starts empty. Add cards to it by pinning answers from chat.
Renaming a dashboard
You can rename a dashboard in two places:
- Inline: click the dashboard's name in the sidebar or header and edit it directly.
- Settings: open the dashboard's settings and update the name there.
Deleting a dashboard
- Open the dashboard you want to remove.
- Open its settings or options menu and choose Delete.
- Confirm.
Please note, deleting a dashboard removes it and its layout of pinned cards. The original chats those cards came from are not deleted.
Rearranging cards
Dashboards use a flexible grid, so you can lay out cards the way that tells your story best.
- Move a card: drag it to a new position on the grid.
- Resize a card: drag a card's edge or corner to make it larger or smaller.
Your layout is saved automatically once you finish moving or resizing.
You can focus a dashboard on a specific time range without changing the underlying cards.
- Open the dashboard.
- Select the date filter in the dashboard header.
- Choose a range: a trailing window (such as the last 7 or 30 days, or the last 3, 6, or 12 months), a calendar period (week, month, quarter, or year, either to date or last completed), or a custom range with your own start and end dates.
The dashboard updates to show insights for the selected range.